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*responsibilities*:*what will you contribute?
*reporting to the it client delivery manager, the it service delivery manager is the key interface between finastra internal business contacts on one side and the technology organization on the other side, contributing to the overall delivery of technology and services to ensure a world class customer experience.as a member of the service delivery team for the respective lobs, you will be responsible for the day-to-day service commitments, overall satisfaction of the business and its clients, service level performance, enablement of it business partners in line with it policies and best practice and proactive management of it service impacting issues impacting the respective lobs.the service delivery manager role provides insight to the business on the health of the infrastructure and application environments and is responsible for the effective oversight of service delivery related activities.
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 throughout the it teams.
*responsibilities & deliverables*:- develop and nurture relationships and continue to build trusted relationships with business facing functions outside of it organization via regular monthly meetings and timely, quality communication.- manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service.- respond to, assess and action client escalations in a timely manner.
follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed to production as required.- provide regular product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance &/or changes that require client testing/communication/changes.- initiate / drive projects towards cost savings + revenue growth and the product roadmap for your respective lob's.- improve customer experience by ensuring high quality services are provided to clients with a focus on service quality, customer satisfaction, and productivity.- work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required.- understand and explain project expectations through transition to support activities for new initiatives and ensure proper oversights of ongoing operations via lob health dashboards.- operationalize risk register including tracking and governance.- continually improve the overall service level management process- continually look at ways to improve the overall customer experience