Service Delivery Manager

Service Delivery Manager

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.

We're looking for an experienced Service Delivery Manager to lead large, complex projects, ensure exceptional service delivery and disaster recovery for our Lending Cloud Services clients. Reporting to the Director of Client Delivery & Implementation, you'll manage end-to-end project execution—from intake to operational handover—while driving client satisfaction and service excellence.

Responsibilities & Deliverables:

• Lead multiple mid-to-large scale projects, ensuring on-time, on-budget delivery.
• Define project scope, goals, and team responsibilities.
• Manage risks, budgets, and stakeholder communications.
• Oversee service performance, SLAs, and client relationships.
• Act as the primary escalation point for service issues and major incidents.
• Identify growth opportunities and support revenue protection initiatives.
• Lead ITSM governance and ensure adherence to ITIL v4 practices across all service delivery activities.
• Develop, implement, and maintain disaster recovery plans to ensure business continuity and minimize downtime in the event of system failures or emergencies.

Required Experience:

• 5–7+ years in project/program management with technical and non-technical teams.
• Strong knowledge of PMI, Agile, and best practices; PMP or CSM preferred.
• Excellent communication, leadership, and problem-solving skills.
• Experience with tools like SFDC, ServiceNow, and Azure DevOps. Experience with ITIL framework and best practices for IT Service Management, including incident, problem, and change management processes.
• Ability to work occasional weekends (time off in lieu provided).

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

· 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!