Service Delivery Manager at Finastra
Dormont Manufacturing Co
Lead customer support excellence with Finastra as a Service Delivery Manager. Drive service performance, issue resolution, and deliver impactful insights to enhance customer experience. As an integral part of the Essence Services and Support team, you will oversee daily service commitments, monitoring performance, and managing critical incidents. This role requires a comprehensive understanding of service level agreements while promoting a customer-centric culture through effective communication and collaboration. Key Responsibilities:
- Establish governance for service performance reviews and feedback
- Deliver issue resolutions per support agreements
- Create and manage defined release delivery plans
- Provide detailed service performance reports
- Implement recovery plans for unmet service commitments
- 8-10 years of service management experience
- ITIL certification (v3 or v4) preferred
- Strong knowledge of incident management and customer service
- Proven leadership and coordination abilities
- Experience with ServiceNow, Jira, and Salesforce
Vacancy posted 1 day ago
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