Service Delivery Manager job opportunity at Finastra.

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DatePosted 30+ Days Ago bot
Finastra Service Delivery Manager
Experience: General
Pattern: full-time
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loacation London, United Kingdom
loacation London....United Kingdom

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 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 .   Responsibilities & Deliverables: Your deliverables as Service Delivery Manager will include, but are not limited to:   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.   As necessary, server as a project manager with the following responsibilities: - Responsible for identification of resource requirements and proper communication of those requirements   in a timely manner   to ensure the project is properly staffed with the skilled resources   required .   - Responsible for   identifying   internal and external stakeholders, understanding their communication   requirements,   and fulfilling those requirements.   - Responsible for the smooth transition through each phase of the Project and proper communication between the various responsible groups setting clear expectations and holding individuals accountable for their responsibilities on the program and within the various projects. - Serve as the primary interface with stakeholders and the project sponsor to ensure   objectives   and customer-focused requirements are defined and aligned with company directions.   Required Experience: Track record of delivering in Service Delivery Management or related roles.   Demonstrated ability 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.   Key Personal Characteristics   Responsiveness   – Quick   to respond   to client requests and inquiries.   Commitment Delivery   – Ability to consistently deliver on client commitments and deadlines.   Client-Centric Mindset   – Strong focus on client satisfaction and proactive problem-solving.   Urgency   – Act swiftly on escalated matters to minimize impact.   Adaptability   – Ability to manage multiple priorities and adjust to changing client needs.   Flexibility   – Willingness to support occasional weekend work for critical implementations, DR tests, and incident management.   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!

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