Service Delivery Manager – Hybrid & Incident Leadership

Finastra; Mississauga; Hybrid; CAD 100,000 - 125,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid working arrangements

Medical, life and disability insurance

Retirement plans

Volunteer time off

Inclusion programs

Job summary

Finastra in Mississauga seeks an Essence Service Delivery Manager to lead daily service commitments, governance, and incident response for our enterprise clients.

Reporting to the Director, Technical Customer Support, you will drive release planning, performance reporting, and SLA adherence while maintaining a customer‑centric culture. Experience with ServiceNow, Jira and Salesforce is essential.

Qualifications

• University degree or college diploma in a related field with relevant experience in service management.
• ITIL methodologies knowledge; ITIL v3 or v4 certification desirable.
• Strong incident management and customer service experience with leadership capabilities.

Responsibilities

• Set‑up governance structure including regular cadence of meetings to review service performance trends, KPIs and 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 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 to get the support to return service levels to normal.
• Set‑up processes within the business unit to facilitate incident resolution and communication.
• Follow up on post incident root cause and drive remediation actions to production as required.
• Work to ensure timely service restoration and problem resolution of complex and high impact incidents.
• Set‑up processes to gather accurate information on incidents from cross‑functional teams and track actions to closure.
• Assess and action trend analysis of incidents to drive improvements in customer experience.
• Facilitate transition from project to support and coordinate with Service Delivery for smooth onboarding of support services.
• Participate in improvement initiatives and share customer insights with internal teams.

Skills

ITIL

Incident Management

Service Management

Leadership

Stakeholder management

Communication

Jira

ServiceNow

Salesforce

Scrum Master

Education

University degree/College diploma in related field

Tools

ServiceNow

Jira

Salesforce

Job description

Finastra in Mississauga seeks an Essence Service Delivery Manager to lead daily service commitments, governance, and incident response for our enterprise clients.

Reporting to the Director, Technical Customer Support, you will drive release planning, performance reporting, and SLA adherence while maintaining a customer‑centric culture. Experience with ServiceNow, Jira and Salesforce is essential.