Service Delivery Manager

**Who are we?**:
**What will you contribute?**

Reporting to the IT Client Delivery Manager, the IT Service Delivery Manager is the key interface between Finastra internal Business contacts on one side and the Technology organization on the other side, contributing to the overall delivery of technology and services to ensure a world class customer experience.

As a member of the Service Delivery team for the respective LOBs, you will be responsible for the day-to-day service commitments, overall satisfaction of the business and its Clients, service level performance, enablement of IT business partners in line with IT policies and best practice and proactive management of IT service impacting issues impacting the respective LOBs.

The Service Delivery Manager role provides insight to the business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of service delivery related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish, grow and nurture the customer-centric culture throughout the IT teams.

**Responsibilities & Deliverables**:
Your deliverables as a Service Delivery Manager will include, but are not limited to, the following:

- Your deliverables as a Service Delivery Manager will include, but are not limited to, the following:

- Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organization via regular monthly meetings and timely, quality communication.
- Respond to, assess and action Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.
- Provide regular Product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance &/or changes that require client testing/communication/changes.
- Improve Customer experience by ensuring high quality services is provided to Clients with a focus on service quality, customer satisfaction, and productivity.
- Work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required.
- Understand and explain project expectations through Transition to Support activities for new initiatives and ensure proper oversights of ongoing Operations via LOB health dashboards
- Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries
- Work with other ITSM process areas to ensure processes and workflows align with business requirements.
- Single point of contact for business.
- Generate regular reports, analyze and identify trends for process improvement as required

**Required Experience**:

- University degree/College diploma in related field
- Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certification desirable
- Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment.
- Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
- Strong data lead mindset and reporting skills, hands on experience with ServiceNow dashboards, other reporting tools and PowerBI
- Scrum Master experience, knowledge of agile delivery methodologies - preferredAfter hours support may require SDM involvement for issues and escalations.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

- **Flexibility**:Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- **Well-being**:Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
- **Medical, life & disability insurance, retirement plan, lifestyle and other benefits**
- **ESG**:Benefit from paid time off for volunteering and donation matching.
- **Career Development**:Access online learning and accredited courses through our Skills & Career Navigator tool.
- **Recognition**:Be part of our global recognition program, Finastra Celebrates, and contribute to regular