Service Delivery Manager

Job Description This job is with Finastra, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Who are we At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good. 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: - Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organisation via regular monthly meetings and timely, quality communication. - Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service. - 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. - Initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective LOB's. - Improve Customer experience by ensuring high quality services are 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 - Operationalize risk register including tracking and governance. - Continually Improve the overall Service Level Management Process - Continually look at ways to improve the overall customer experience - Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries - Bring Business knowledge into the IT organization; broadening business knowledge. - Work with other ITSM process areas to ensure processes and workflows align with business requirements. - Single point of contact for business. - Trend analysis in incidents and drive for an improved customer experience - An active facilitator between different functions and business units driving improved service stability and ensuring a smooth transition to operations. - SDM performance will be measured against such KPIs as completion of regular Service Reviews with business, project risk detection and remediation through effective Transition-to- assessment and Major Incident Business communication is timely and consumable by the 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 - Demonstrate evidence of influencing positive change within a Service Management environment - Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service - Solid relationship management and performance management skills. - An ability to handle conflict/difficult situations in a fast-paced dynamic environment. - Superior knowledge of the Incident Management, Major Incident & Communication Processes. - 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. - Demonstrated high level of personal motivation and a strong commitment to customer service. - Demonstrated ability to manage and develop key relationships, especially across LOB, Technical teams and customer. - Ability to hold technical discussions with customer and internal teams. - Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences - Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial. - Proven ability to perform and manage priorities within a consistent high-pressure, complex environment. - Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management. - Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals. - Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means. - Strong data lead mindset and reporting skills, hands on experience with ServiceNow dashboards, other reporting tools and PowerBI - Deep understanding of ServiceNow CMDB - demonstrated experience of utilizing CMDB and contributing to its quality - Scrum Master experience, knowledge of agile delivery methodologies - preferred - Available 7/24 for escalations Benefits 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, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work. - Medical, life & disability insurance, retirement plan, lifestyle and other benefits* - ESG: Benefit from paid time off for volunteering and donation matching. - DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra). - 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 employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best. - Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra