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About the role
- Service Delivery Manager overseeing client service delivery, SLAs, and operational improvements at Finastra, a global financial-services software provider. Managing escalations, governance, reporting, and client relationships.
Responsibilities
- Serve as the primary point of contact for incidents, including escalations during weekends when required
- Act as the main client interface for all service delivery matters
- Oversee end-to-end service delivery for assigned accounts
- Ensure compliance with SLAs, KPIs, and contractual commitments
- Monitor service performance, analyze trends, and implement corrective actions
- Act with urgency on escalated client matters and ensure timely resolution and clear communication
- Support occasional weekend implementations, including Disaster Recovery tests and critical service activities
- Drive continuous improvement initiatives to enhance efficiency, reduce costs, and improve client satisfaction
- Collaborate with operations, support, and technical teams
- Prepare and present regular service performance reports to clients and senior management
- Identify service enhancement opportunities and implement changes with account teams
- Ensure resource allocation and capacity planning meet client needs
- Maintain strong client relationships as a trusted service advisor
- Support service reviews, governance processes, and compliance audits
- Embed AI into project delivery to improve productivity, automate routine activities, strengthen decision quality through trusted data, and drive continuous process improvement with appropriate human judgement
Requirements
- Proven experience in Service Delivery Management or related roles
- Proven track record of managing service delivery for large or complex clients
- Strong understanding of ITIL principles and service management best practices
- Experience managing SLAs and KPIs
- Experience driving operational improvements
- Excellent communication and stakeholder management skills
- Ability to lead cross-functional teams and manage escalations effectively
- Willingness to support occasional weekend work for critical implementations, DR tests, and incident management
- Project management skills and experience would be an asset, not mandatory
Benefits
- Unlimited vacation, subject to local regulations and business priorities
- Hybrid working arrangements
- Paid time off for voting, bereavement, and sick leave
- Employee Assistance Program
- Wellbeing Champions and Gather Groups
- Monthly well-being events and initiatives
- Medical, life and disability insurance
- Retirement plans
- Lifestyle and other benefits
- Paid time off for volunteering
- Donation-matching opportunities
- Inclusion communities, including Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra
- Online learning and accredited courses through the Skills & Career Navigator tool
- Global recognition program, Finastra Celebrates
- Regular employee surveys
- Accessible employment practices and accommodations throughout recruitment
Job title
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Experience level
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Degree requirement
No Education Requirement
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