Cloud Service Delivery Manager

2 weeks ago

Toronto, Canada Zafin Full time

**Who We Are**
With over 600 employees in the Americas, EMEA and APAC regions, Zafin is the global leader in product and pricing SaaS. Our award-winning platform empowers financial institutions to modernize their core banking system and bring personalized products, offers and relationship-based pricing to market faster than ever before.

**The Opportunity**
As a member of our Product Design & Engineering team, you will report to the Director, Cloud Services Security & Delivery, and will be responsible for Zafin’s SaaS delivery on the public cloud.

**What You Will Do**
- Ensure support processes will provide a consistent delivery of high-level customer service in an effective and cost-efficient manner.
- Be accountable for end-to-end delivery of services to meet customer needs.
- Develop strategies and processes for service delivery and cloud services.
- Improve Information Technology Service Management (ITSM) process throughout a variety of ITSM best practices and functions.
- Manage service projects, including incident, change, problem, and service request.
- Collaborate with Cloud Leaders and CSMs to prioritize weekly sprints.
- Deliver presentations on new processes, feature adds and other deliverables.
- Conduct and organize service delivery meetings.
- Understand functionality of public cloud services.
- Articulate technical issues in terms of business risk and opportunity.
- Embrace continuous education to enhance current cloud solution and services.

**Additional Responsibilities**
- Ensure systems, procedures, and methodologies are in place to support outstanding customer service delivery.
- Accountable for service delivery performance, meeting customer expectations, and driving future demand.
- Perform root cause analysis (RCA) for remediation/proactive improvements.
- Constant review of internal processes to optimize service delivery approach.
- Build dashboards and presentations on current performance, identify trends and availability metrics.
- Build diagrams for process flow and policy implementations.

**To be successful in this position, you must have**:

- Bachelor of Science in Computer Science, Engineering, or relevant field.
- Past Service Delivery resource (or similar role) experience.
- Experience working with automated deployment pipelines, preferably on Azure.
- Strong knowledge and hands-on experience with Jira ITSM.
- Soft skills: Self-directed, proactive, and able to deliver with best practices, problem-solving attitude, and collaborative team spirit.

**Nice to have**:

- Prior experience with Scrum methodology.
- Public cloud infrastructure and SaaS skills.
- Monitoring experience, including Site24/7 and Log Analytics.
- Innovative mindset for new ideas and ways to improve service delivery.

**What's in it for you?**
If you work with us, we expect you’ll show the spirit, drive, and intellect that make you great. We offer a challenging, team-oriented work environment, competitive remuneration and benefits, and excellent opportunities for professional and personal growth. If you believe you are up for the challenge, please apply.

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