Service Delivery Manager in London

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good.

Reporting to the Director, Client Delivery in North America and Europe, the Service Delivery Manager is responsible for ensuring the successful delivery of services to clients, maintaining high levels of customer satisfaction, and driving operational excellence across assigned accounts. This role focuses on managing service performance, client relationships, and continuous improvement initiatives to meet contractual obligations and business objectives.

Your deliverables as Service Delivery Manager will include, but are not limited to:

• Serve as the primary point of contact for incidents, including escalations during weekends when required.
• Act as the main client interface for all service delivery matters, ensuring expectations are met and exceeded.
• Oversee end-to-end service delivery for assigned accounts, ensuring compliance with SLAs, KPIs, and contractual commitments.
• Monitor service performance, analyze trends, and implement corrective actions to maintain high service quality.
• Act with urgency on escalated client matters, ensuring timely resolution and clear communication.
• Support occasional weekend implementations, including Disaster Recovery (DR) tests and critical service activities.
• Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve client satisfaction.
• Collaborate with internal teams (operations, support, technical) to ensure seamless delivery and issue resolution.
• Prepare and present regular service performance reports to clients and senior management.
• Identify opportunities for service enhancements and work with account teams to implement changes.
• Ensure proper resource allocation and capacity planning to meet client needs.
• Maintain strong relationships with clients, acting as a trusted advisor for service-related matters.
• Support governance processes, including service reviews and compliance audits.

As necessary, serve as a project manager with the following responsibilities:

• Identify resource requirements and communicate them in a timely manner to ensure the project is properly staffed with skilled resources.
• Identify internal and external stakeholders, understanding their communication requirements, and fulfill those requirements.
• Ensure smooth transitions through each project phase and clear communication between responsible groups, setting clear expectations and holding individuals accountable for their responsibilities.
• Serve as the primary interface with stakeholders and the project sponsor to ensure objectives and customer-focused requirements are defined and aligned with company directions.

Required Experience:

• Track record of delivering in Service Delivery Management or related roles.
• Demonstrated ability managing service delivery for large or complex clients.
• Strong understanding of ITIL principles and service management best practices.
• Experience managing SLAs, KPIs, and driving operational improvements.
• Excellent communication and stakeholder management skills.
• Ability to lead cross-functional teams and manage escalations effectively.

Key Personal Characteristics:

• Responsiveness – Quick to respond to client requests and inquiries.
• Commitment Delivery – Ability to consistently deliver on client commitments and deadlines.
• Client-Centric Mindset – Strong focus on client satisfaction and proactive problem-solving.
• Urgency – Act swiftly on escalated matters to minimize impact.
• Adaptability – Ability to manage multiple priorities and adjust to changing client needs.
• Flexibility – Willingness to support occasional weekend work for critical implementations, DR tests, and incident management.

Benefits:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits.
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra!