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Who We Are

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.

Role Summary

Reporting to the Director of 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 day‑to‑day service commitments, prioritization, service level performance, release planning, service reporting and support in cases of critical issue management. The 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.

Responsibilities and Deliverables

- Set up governance structure including a 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 that the plan is executed 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 are escalated within Finastra to obtain the necessary support 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 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 act on 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 support services are effective on commencement.
- Participate in improvement initiatives across the business unit.
- Share insights and feedback obtained from customers to internal teams.

Required Experience

- University degree/College diploma in a related field with 8‑10 years of experience in Service Management.
- Demonstrated understanding of ITIL methodologies; ITIL® v3 or v4 certification desirable.
- In‑depth knowledge of Service Management operations and best practices, with evidence of influencing positive change within a Service Management environment.
- Superior knowledge of Incident Management process and communication.
- 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.
- High level of personal motivation and a strong commitment to customer service.
- Ability to manage and develop key relationships, especially across internal teams and with customers.
- 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.
- Effective communication 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 such as ServiceNow, Jira and Salesforce.
- Scrum Master experience and knowledge of agile delivery methodologies – preferred.

Compensation

100 – 125k CAD

Advantages

- Flexibility: Unlimited vacation based on 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, 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.
- Sustainability: Paid time off for volunteering and donation matching.
- DEI: Participation in multiple DE&I; groups (e.g., Count Me In, , , , ).
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Participation in our global recognition program, Finastra Celebrates, and contribution to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

Equal Employment Opportunity & Accessibility

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants’ needs upon request, throughout all stages of the recruitment process. The information we receive related to accommodation will be addressed confidentially.

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Apply on Kit Job: kitjob.ca/job/2g966v

📌 Service Delivery Manager (Mississauga)
🏢 Finastra
📍 Mississauga