Service Delivery Manager
Core
Key interface with customers responsible for day-to-day service commitments, prioritization, service level performance, release planning, and critical issue management for financial services software.
Role type
Senior Service Delivery Manager
Builds
Mission-critical solutions for Lending, Payments, and Universal Banking supporting 7,000+ customers including top 50 banks.
Domain
Financial Services Software / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL methodologies, Incident Management, Service Management operations, Problem-solving, Stakeholder management, Release planning, SLA adherence, Root cause analysis, Cross-functional leadership
Preferred skills
ITIL v3/v4 Certification, Scrum Master, Agile delivery methodologies
Technologies
ServiceNow, Jira, Salesforce
Responsibilities
Set up governance structure for service performance reviews and KPI tracking; Deliver issue resolutions per contracted support agreements; Manage release delivery plans to ensure system stability; Provide accurate service performance reports; Implement recovery plans for missed SLAs; Facilitate incident resolution and communication; Drive post-incident root cause analysis and remediation; Assess incident trends to improve customer experience; Facilitate transition from project to support.
Seniority
Senior, hands-on IC with leadership responsibilities
