Callum Daly
Senior IT Service Delivery Manager @Nomo Fintech
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WORK HISTORY
Senior IT Service Delivery Manager @Nomo Fintech
London, GB
Nomo Fintech is the digital powerhouse behind Nomo Bank, the world’s first fully digital international Islamic bank, and a provider of digital-banking and wealth-management services for the Bank of London and the Middle East (BLME).Appointed to design and lead a best-in-class IT Service Management and Service Delivery function, enabling Nomo’s rapid growth across the UK, GCC and global markets. Built the Service Management Office (SMO) from the ground up, creating ITIL v4-aligned, agile processes that support high-velocity CI/CD delivery while meeting regulatory, audit and operational-resilience standards.Key Accomplishments:• Lead a cross-regional team of nine covering Incident, Problem, Change, Release, Capacity and Supplier Management for three mobile-banking applications and all internal business services supporting 350+ employees across the UK, UAE and KSA.• Delivered an enterprise Monitoring & Event Management platform providing real-time visibility of critical services, fraud detection and transaction flows, improving uptime, performance and customer trust.• Implemented a 24/7 global support model, on-call rotas, runbooks and automation to ensure uninterrupted operations for always-on digital-banking services.• Re-engineered the Inter-Group Service Agreement, launching a full Service Catalogue and Service Design & Introduction framework that simplified governance, created an evergreen contract model and reduced legal costs.• Built strong relationships with key strategic third party service providers, enhancing services and value for both parties• Secured C-suite approval for extended GCC coverage and additional headcount, aligning IT Service Delivery with regional working patterns and strategic objectives.• Recognised for transforming IT Service Management into a strategic business enabler, driving continuous improvement, stakeholder engagement, vendor performance and measurable gains in SLA compliance and customer experience.
ABOUT CALLUM DALY
Strategic and results-driven IT Service Management leader with 15+ years of progressive leadership experience delivering operational excellence, digital transformation, and service innovation across financial services, luxury retail, property and facilities management, and global enterprises. Proven success building and scaling high-performing service organisations that drive business growth, operational resilience, and exceptional customer experiences.Currently leading Service Delivery for Nomo Fintech, the digital banking platform powering the world\'s first international Islamic digital bank. Expert in establishing ITIL 4-aligned service management frameworks that enable agility, scalability, and compliance in highly regulated environments while supporting rapid growth and innovation.Recognized for combining strategic business acumen with deep technical expertise to transform reactive IT operations into proactive, data-driven service ecosystems. Skilled in P&L management, vendor governance, stakeholder engagement at C-suite level, and leading multi-million pound transformation programmes that deliver measurable ROI and competitive advantage.ITIL 4 Managing Professional, PRINCE2, and DevOps Agile Service Management certified. Currently completing Level 5 Operational Leadership Programme.Core Competencies• Service Strategy & Portfolio Management – Designing and executing service strategies aligned with business objectives• Operational Excellence & ITSM Frameworks – Implementing ITIL 4, ISO and best-practice processes• Team Leadership & Organizational Development – Building, mentoring, and scaling high-performing teams (9-30 FTEs)• Budget & Financial Management – Managing multi-million pound budgets and demonstrating ROI• Stakeholder Engagement & C-Suite Influence – Presenting to boards, securing executive buy-in, managing expectations• Digital Transformation & Change Management – Leading enterprise-wide technology and process transformations• Vendor & Contract Management – Negotiating SLAs, managing third-party relationships, optimizing costs• Incident, Problem & Change Management – Designing 24/7 support models, reducing MTTR, improving availability• Service Automation & Tooling – Implementing ServiceNow, monitoring platforms, self-service portals• Regulatory Compliance & Risk Management – FCA, PCI-DSS, ISO 27001, GDPR compliance in financial services• DevOps & Agile Service Delivery – Bridging development and operations, enabling CI/CD, fostering agility
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