Service Delivery Manager
Core
Managing day-to-day service commitments, release planning, and critical issue management for financial services software to ensure adherence to client service level agreements.
Role type
Service Delivery Manager
Builds
Mission-critical financial services solutions for Lending, Payments, and Universal Banking
Domain
Financial Services Software
Deliverable
client delivery
Required skills
Service level agreement management, incident resolution, release planning, root cause analysis, stakeholder communication, governance structure setup, KPI tracking, recovery plan implementation
Preferred skills
Customer-centric culture building, cross-functional collaboration, process improvement
Technologies
None stated
Responsibilities
Set up governance structures to review service performance trends and KPIs; Deliver issue resolutions per contracted support agreements; Ensure defined release delivery plans are executed for systems stability; Provide regular service performance reports; Implement recovery plans for unmet SLAs; Facilitate incident resolution and internal/external communication; Drive post-incident root cause analysis and remediation; Ensure timely service restoration for high-impact incidents; Gather incident information and follow up on pending actions; Assess incident trends to improve customer experience; Facilitate transition from project to support; Participate in business unit improvement initiatives
