Job Description

Who are we?

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

Disclaimer:

Finastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions. Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and success.

What will you contribute?

Reporting to the Director, Technical Customer Support, the Essence Service Delivery Manager is the key interface with our customers, contributing to customer experience and support.

As a member of the Essence Services and Support team, you will be responsible for the day-to-day service commitments, prioritization, service level performance, release planning, service reporting and support in cases of critical issue management.

The Service Delivery Manager role provides insight to the business on the health of the service provided to our customers and is responsible for the effective oversight of support 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.

Responsibilities & Deliverables:

• Set-up governance structure including regular cadence of meetings to review service performance trends, KPIs and gather feedback on release deployments.
• Deliver issue resolutions in line with contracted support agreements and customers’ prioritization.
• Ensure that each customer has a defined release delivery plan and the execution of the plan managed successfully to ensure systems stability and attainment of KPIs
• Provide customers with regular service performance reports that are complete, accurate and useful.
• Implement recovery plans where SLA or support commitments are not met and escalated within Finastra to get the support necessary to return service levels to normal.
• Set-up appropriate processes within the business unit to facilitate incident resolution, internal and external communication.
• Follow up on post incident root cause and drive for resolution to ensure remediation actions are deployed to production as required.
• 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.
• Set-up processes to gather accurate information on incidents from cross-functional teams, obtain required approvals, raise problem tickets and follow-up pending actions on incidents to closure.
• Assess and action trend analysis of incidents and drive required actions for improved customer experience
• Actively facilitate the effective transition from project to support, working with Service Delivery to ensure that support services effective on commencement.
• Participate in improvement initiatives across the business unit.
• Share insights and feedback obtained from customers to internal teams.

Required Skills & Experience:

• University degree/College diploma in related field with relevant experience in Service Management, ITSM
• Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 Certification desirable
• Thorough knowledge of Service Management operations including a strong knowledge of best practices, industry trends and customer service. Demonstrate evidence of influencing positive change within a Service Management environment
• Superior knowledge of Incident Management process and communication
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups to drive and resolve incidents
• Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Demonstrated high level of personal motivation and a strong commitment to customer service.
• Demonstrated ability to manage and develop key relationships, especially across internal teams, and customer.
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and video / phone calls
• Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management.
• Proven ability to perform and manage priorities within a high-pressure, complex environment.
• Demonstrated ability to communicate effectively and confidently at all levels - with customers, colleagues and senior management.
• Ability to influence outcomes and drive issues to closure across cross-functional teams.
• Ability to clearly and concisely express incident information, and actions in a polished and professional manner as part of incident reporting.
• Good understanding and prior experience using service management tools including ServiceNow, Jira and Salesforce
• Scrum Master experience, knowledge of agile delivery methodologies - preferred

As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team.

Compensation: 100 - 125k CAD

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 stand for:

Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.

Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*

Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.

Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.

Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

*Specific benefits may vary by location.

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.

Be unique. Be exceptional. Help us make a difference at Finastra.