Responsibilities

What will you contribute?

Reporting to the IT Client Delivery Manager, the IT Service Delivery Manager is the key interface between Finastra internal Business contacts on one side and the Technology organization on the other side, contributing to the overall delivery of technology and services to ensure a world class customer experience.

As a member of the Service Delivery team for the respective LOBs, you will be responsible for the day-to-day service commitments, overall satisfaction of the business and its Clients, service level performance, enablement of IT business partners in line with IT policies and best practice and proactive management of IT service impacting issues impacting the respective LOBs.

• Develop and nurture relationships and continue to build trusted relationships with business facing functions outside of IT organization via regular monthly meetings and timely, quality communication.
• Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service.
• Respond to, assess and action Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.
• Provide regular Product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance &/or changes that require client testing/communication/changes.
• Initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective LOB's.
• Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity.
• 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.
• Understand and explain project expectations through Transition to Support activities for new initiatives and ensure proper oversights of ongoing Operations via LOB health dashboards.
• Operationalize risk register including tracking and governance.
• Continually Improve the overall Service Level Management Process
• Continually look at ways to improve the overall customer experience.
• Be an advocate for both the Business and the IT organization, ensuring alignment across organizational boundaries.
• Bring Business knowledge into the IT organization, broadening business knowledge.
• Work with other ITSM process areas to ensure processes and workflows align with business requirements.
• Single point of contact for business.
• Trend analysis in incidents and drive for an improved customer experience
• An active facilitator between different functions and business units driving improved service stability and ensuring a smooth transition to operations.
• SDM performance will be measured against such KPIs as completion of regular Service Reviews with business, project risk detection and remediation through effective Transition-to- assessment and Major Incident Business communication is timely and consumable by the business.
• Generate regular reports, analyse and identify trends for process improvement as required.

• 10-15 years of Overall IT experience
• Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certification desirable
• Demonstrate evidence of influencing positive change within a Service Management environment
• Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
• Solid relationship management and performance management skills.
• An ability to manage conflict/difficult situations in a fast-paced dynamic environment.
• Superior knowledge of the Incident Management, Major Incident & Communication Processes.
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real-time environment.
• Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Demonstrated high level of personal motivation and a strong commitment to customer service.
• Demonstrated ability to manage and develop key relationships, especially across LOB, Technical teams and customer.
• Ability to hold technical discussions with customer and internal teams.
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences
• Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial.
• Proven ability to perform and manage priorities within a consistent high-pressure, complex environment.
• Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management.
• Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
• Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means.
• Strong data lead mindset and reporting skills, hands on experience with ServiceNow dashboards, other reporting tools and PowerBI.
• Deep understanding of ServiceNow CMDB - demonstrated experience of utilizing CMDB and contributing to its quality.
• Scrum Master experience, knowledge of agile delivery methodologies - preferred.
• Available 7/24 for escalations
• Business analysis/cost analysis experience is desired.
• Experience with cost estimating tools like Apptio