Service Delivery Manager

Job description

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. 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, gr...