Job Description

What will you contribute?

Service Delivery Manager is the main link between Finastra internal Business contacts on one side and the Lending CDM Technology organization on the other side, helping to deliver high-quality technology and services to ensure an excellent customer experience.

As part of the Service Delivery team for the respective business line, you will oversee the daily service commitments, overall satisfaction of the business and its internal Clients, service level performance, support of IT business partners according to IT policies and best practices, and proactive management of IT service issues that affect the respective business lines.

The Service Delivery Manager role provides information to the business on the health of the Infrastructure and Application environments and is accountable for the effective supervision of service delivery related activities. The role will monitor and maintain a consistent level of service and best practices to achieve compliance with client Service Level Agreements and will help to foster, develop, and cultivate the customer-focused culture among the IT teams.

As a Service Delivery Manager, your responsibilities include, but are not limited to, the following:

• Building and nurturing relationships with business-facing functions outside of the IT organization.
• Managing customer expectations and ensuring swift restoration of service.
• Responding to and assessing client escalations in a timely manner.
• Providing regular product health and availability reports.
• Initiating and driving projects towards cost savings and revenue growth.
• Improving the customer experience by ensuring high-quality services are provided.
• Continually improving the Service Level Management Process and KPIs.
• Serving as a single point of contact for the business.
• Performing trend analysis on incidents and generating regular reports for process improvement.
• Completing regular Service Reviews with the business.

Required Experience:

• Degree in related field or relevant experience
• Understanding of ITIL methodologies, ITIL v3 or v4 certification desirable
• Knowledge of Service Management operations
• Knowledge of ServiceNow CMDB
• Strong data mindset and reporting skills
• Superior knowledge of the Incident Management, Major Incident & Communication Processes
• Demonstrated ability to manage and develop key relationships
• Strong problem-solving capabilities
• Strong commitment to customer service
• Ability to summarize complex issues into concise business summaries
• Available for occasional escalations outside of business hours or weekends

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