Finastra

Service Delivery Manager

Mississauga - Avebury

Sponsorship not specified$100k-$125kDetected 2 days ago

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About the role

Disclaimer- Finastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions.
All final hiring decisions are made by our recruitment team.
Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Implement recovery plans where SLA or support commitments are not met and escalated within Finastra to get the support necessary to return service levels to normal.
Actively facilitate the effective transition from project to support, working with Service Delivery to ensure that support services effective on commencement.
At Finastra, each individual is unique-bringing their own ideas, perspectives, cultural backgrounds, and experiences.
We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and succes s.
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.
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, grow and nurture the customer-centric culture.

University degree/College diploma in related field with experience in Service Management for 8-10years.
Thorough knowledge of Service Management operations including a strong knowledge of best practices, industry trends and customer service.
Superior knowledge of Incident Management process and communication
Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management.

Access online learning and accredited courses through our Skills & Career Navigator tool.

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.
Enjoy unlimited vacation, subject to local regulations and business priorities.

Deliver issue resolutions in line with contracted support agreements and customers' prioritization.
Provide customers with regular service performance reports that are complete, accurate and useful.
Share insights and feedback obtained from customers to internal teams.
Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
Help us make a difference at Finastra.
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.

This listing is sourced directly from Finastra's careers page and normalized into a canonical job model.