Service Delivery Manager

Who are we?

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.

Who are we?

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.

Disclaimer

Finastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions. Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and success.

What will you contribute?

Reporting to the Director, Technical Customer Support, the Essence Service Delivery Manager is the key interface with our customers, contributing to customer experience and support. As a member of the Essence Services and Support team, you will be responsible for the day‑to‑day service commitments, prioritization, service level performance, release planning, service reporting and support in cases of critical issue management. The Service Delivery Manager role provides insight to the business on the health of the service provided to our customers and is responsible for the effective oversight of support 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.

Responsibilities & Deliverables

• Set‑up governance structure including regular cadence of meetings to review service performance trends, KPIs and gather feedback on release deployments.
• Deliver issue resolutions in line with contracted support agreements and customers’ prioritization.
• Ensure that each customer has a defined release delivery plan and the execution of the plan managed successfully to ensure systems stability and attainment of KPIs
• Provide customers with regular service performance reports that are complete, accurate and useful.
• Implement recovery plans where SLA or support commitments are not met and escalated within Finastra to get the support necessary to return service levels to normal.
• Set‑up appropriate processes within the business unit to facilitate incident resolution, internal and external communication.
• Follow up on post incident root cause and drive for resolution to ensure remediation actions are deployed to production as required.
• 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.
• Set‑up processes to gather accurate information on incidents from cross‑functional teams, obtain required approvals, raise problem tickets and follow‑up pending actions on incidents to closure.
• Assess and action trend analysis of incidents and drive required actions for improved customer experience
• Actively facilitate the effective transition from project to support, working with Service Delivery to ensure that support services effective on commencement.
• Participate in improvement initiatives across the business unit.
• Share insights and feedback obtained from customers to internal teams.

Required Skills & Experience

• University degree/College diploma in related field with relevant experience in Service Management, ITSM
• Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certification desirable
• Thorough knowledge of Service Management operations including a strong knowledge of best practices, industry trends and customer service. Demonstrate evidence of influencing positive change within a Service Management environment
• Superior knowledge of Incident Management process and communication
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups to drive and resolve incidents
• Strong problem‑solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Demonstrated high level of