Service Delivery Manager Role and Responsibilities

IT Service Delivery Manager is a key interface and liaison between Finastra internal business line, technology organization, support teams, and customers, contributing to the overall delivery of technology and services to ensure a good customer experience.

Key Responsibilities:

• Act as a liaison between internal business lines, technology teams, support teams, and customers.
• Manage the lifecycle of Finastra solutions to enhance product availability and eliminate recurring incidents.
• Oversee day-to-day problem management, including root cause analysis and documentation.
• Provide insights on infrastructure and application health, ensuring adherence to KPIs, SLAs, and CSFs.
• Govern and oversee Disaster Recovery exercises to meet Business Continuity requirements.

Service Delivery Manager Responsibilities:

• Manage service commitments, incident reviews, and problem management.
• Oversee change requests and ensure proper testing.
• Handle service level management, uptime reporting, and root cause analysis.
• Act as the single point of contact for escalations and service portfolio management.
• Join major incident bridges, drive resolution, and ensure stakeholder communication.

Problem Management:

• Coordinate and drive root cause analysis sessions.
• Own the RCA process for Severity 1/2/3 incidents.

Change Management:

• Review and approve changes, liaise with the Change Advisory Board, and ensure objectives are met.

Disaster Recovery Coordinator Responsibilities:

• Develop and maintain disaster recovery plans and procedures.
• Coordinate DR exercises and ensure compliance with industry standards and regulatory requirements.
• Lead incident response during DR exercises and drive post-incident improvements.

Required Skills & Experience:

• 5 years in a Service Delivery Manager / Program Manager role in a technology organization.
• Degree in Computer Science, Electronics, Business IT, or related field.
• ITIL4 certification preferred.
• Excellent written and verbal communication in English.
• Proactive, accountable, problem-solving, and detail-oriented.

Benefits:

• Major medical Insurance for family also, spouse and children until 24 years old
• Life Insurance
• Food vouchers ($2,100 monthly)
• Savings fund (after your first year at Finastra)
• Retirement plan (after your first year at Finastra)
• Annual Bonus
• Christmas bonus of 25 days