Service Delivery Manager
About The Position
At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries. Reporting to the Director, Client Delivery in North America and Europe, the Service Delivery Manager is responsible for ensuring the successful delivery of services to clients, maintaining high levels of customer satisfaction, and driving operational excellence across assigned accounts. This role focuses on managing service performance, client relationships, and continuous improvement initiatives to meet contractual obligations and business objectives.
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, KPIs, and driving operational improvements.
- Excellent communication and stakeholder management skills.
- Ability to lead cross-functional teams and manage escalations effectively.
Nice To Haves
- Solid project management skills and experience would be an asset.
- Demonstrated ability to manage multiple concurrent initiatives, balancing priorities, timelines, and stakeholder expectations.
- Experience with project governance, risk management, resource planning, and delivery reporting in a client-facing environment.
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, ensuring expectations are met and exceeded.
- Oversee end-to-end service delivery for assigned accounts, ensuring compliance with SLAs, KPIs, and contractual commitments.
- Monitor service performance, analyze trends, and implement corrective actions to maintain high service quality.
- Act with urgency on escalated client matters, ensuring timely resolution and clear communication.
- Support occasional weekend implementations, including Disaster Recovery (DR) tests and critical service activities.
- Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve client satisfaction.
- Collaborate with internal teams (operations, support, technical) to ensure seamless delivery and issue resolution.
- Prepare and present regular service performance reports to clients and senior management.
- Identify opportunities for service enhancements and work with account teams to implement changes.
- Ensure proper resource allocation and capacity planning to meet client needs.
- Maintain strong relationships with clients, acting as a trusted advisor for service-related matters.
- Support governance processes, including service reviews and compliance audits.
- Embed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement.
Benefits
- Unlimited vacation, subject to local regulations and business priorities.
- Hybrid working arrangements.
- Paid time off for voting, bereavement, and sick leave.
- Confidential one‑to‑one support through our Employee Assistance Program.
- Access to Wellbeing Champions and Gather Groups.
- Monthly events and initiatives designed to help you thrive.
- Medical, life and disability insurance.
- Retirement plans.
- Lifestyle, and other benefits.
- Paid time off for volunteering and donation‑matching opportunities.
- Inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra.
- Online learning and accredited courses through our Skills & Career Navigator tool.
- Global recognition program, Finastra Celebrates.
- Regular employee surveys that help shape our culture and ways of working.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
