Service Delivery Manager

6 months ago

Mississauga, Canada Finastra USA Corporation Full time

**Responsibilities**:
**What will you contribute?**

As our Service Delivery Manager (**SDM**) you will work directly with our Lending Managed Services (**LMS**) Team, and report to the Regional Service Delivery Management Lead with full ownership for the Managed Services client activities and deliverables.

You will be responsible for co-coordinating the delivery services for **LMS** into our clients and play a vital role in creating long-term excellence in service provision and client relationships - by acting as the bridge between the client and our operational delivery teams through the onboarding/implementation cycle and the full operational lifecycle, as well as all stages of sales cycle to provide governance to ensure successful transition into onboarding phase.

This will require stringent governance at all levels and times, accompanied by critical teamwork at all of the phases. Key disciplines including service management, service reporting, incident and change management, continual service improvement and client satisfaction as well as playing a key role in ensuring the highest level of operational excellence.

There will also be a strong focus on continuous improvement of existing service management activities, as well as collaboration across all global teams to share knowledge and best practices for the success of our clients.

Our LMS is a managed hosted solution offering, targeted at the larger enterprise (tiers 0 to 3) of our customer base across Corporate Banking, Treasury and Payments. It has 4 core pillars of Infrastructure, Infrastructure Services, Application Operations and Application Maintenance centered around market leading software propositions. LMS differs from SaaS, in that whilst it does utilize Cloud deployment, it is a one-to-one service, personalized to the customer to address more complex and higher service level needs that cannot be met by a SaaS type of offering.

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

- Building strong rapport with key client stakeholders and ensure to deliver high levels of SLA Achievements and client satisfaction through proactive monitoring of services, obtaining feedback and delivering continuous improvements.
- Prepare and chair regular service delivery meetings with the client and manage follow up actions through to completion. i.e., software updates, upgrades, and contract renewals with a view to delivering service excellence.
- Act as primary contact for all client communications during Major Incidents and escalations
- Provide and review regular service reporting, ensure accuracy and completeness of service data
- Ensure service provided aligns to contractual obligations and manage change control processes.
- Report on individual client portfolios on a bi-weekly/monthly basis (Service Management Reporting, Open Service Requests) to drive discussions on prioritization.
- Support Pre-Sales with in-depth knowledge of next generation services in particular Fusion Transform, LMS and Fusion Select across new names and existing customers.
- Look for growth opportunities within the existing customer base and work to provide value add capabilities providing stronger benefits to the customer and fostering a deeper relationship as a by product.

**Required Skills & Experience**:

- A combination of 7 years’ experience in customer support and implementation related activities as well as service delivery ownership of C - Suite executives.
- Hands on Software Engineering background in a past role, with a transition to client facing services.
- A solid understand and experience with **ITIL **principles and methodologies.
- Advanced reporting skills using Excel and Power BI
- Outstanding analytical, critical thinking and problem -solving skills to drive client deliverables, as well as ability to communicate clearly and effectively in writing and speaking.
- Strong understanding of delivery methodologies and customer implementation best practices.
- Proven track record of working and collaborating with internal teams to deliver high quality solutions to clients.
- Exceptional relationship builder who has background in establishing trust, rapport, and influence at all levels.
- Experience in acting as a member of a change advisory board and ensure that all changes to Application Operations Services and the solution are achieved without impacting agreed Service Levels and with minimum risk to ongoing activities and customer services.
- Thrives in a dynamic, curious, highly collaborative team-oriented environment using agile methodologies.
- Knowledgeable in SFDC, Jira and Confluence an asset
- Exposure in supporting Testing phases of any core banking product implementation, especially automation capabilities and production of robust test suites.

**Travel Requirements**: Client portfolios for this role are based in Toronto and Montreal. Ability to travel on short ter

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