Responsibilities
What will you contribute?
Reporting to the Cloud Delivery Manager, the Service Delivery Manager / Disaster Recovery Coordinator 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. The Service Delivery Manager/Problem Manager/DR Coordinator is accountable for managing the lifecycle of all Finastra solutions, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure an increased customer experience.
Service Delivery Manager Role and Responsibilities
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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.
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