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Full-Time

Director – Service Delivery Management

Posted on 6/21/2024

Zafin

Zafin

501-1,000 employees

Cloud platform for banking product management

Fintech

Expert

Toronto, ON, Canada

Category
Supply Chain Management
Transportation & Distribution
Quality Control & Compliance
Operations & Logistics
Required Skills
Communications
Management
Data Analysis
Requirements
  • Bachelor’s degree in Business Administration, Information Technology, or a related field; Master’s degree preferred.
  • Minimum of 10 years of experience in service delivery management, with at least 5 years in a leadership role.
  • Proven experience in managing service delivery for financial technology or software solutions.
  • Strong understanding of ITIL or other service management frameworks.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
  • Strong analytical and problem-solving skills.
  • Experience with financial management and budgeting.
Responsibilities
  • Develop and implement the service delivery strategy in alignment with Zafin’s business goals.
  • Lead, mentor, and manage a team of service delivery managers and support staff.
  • Foster a culture of excellence, accountability, and continuous improvement within the service delivery team.
  • Oversee the end-to-end service delivery process, ensuring services are delivered on time, within scope, and to the highest quality standards.
  • Implement and monitor key performance indicators (KPIs) to measure service performance and client satisfaction.
  • Drive the adoption of best practices and standard operating procedures (SOPs) to enhance service delivery efficiency and effectiveness.
  • Build and maintain strong relationships with key clients, acting as the primary point of contact for service delivery issues.
  • Proactively manage client expectations and address any concerns or escalations promptly and effectively.
  • Coach the team to handle major incidents (Sev-1 and 2). This involves organizing major incident bridges, coordinating support staff and management, providing updates on the incident, and developing and sharing communications as needed. Depending on the incident's nature and severity, this may require 24/7 availability.
  • Implement robust risk management and mitigation strategies to address potential service delivery challenges.
  • Lead initiatives to improve service delivery processes, tools, and technologies.
  • Develop and manage the service delivery budget, ensuring cost-effective operations.
  • Monitor financial performance and implement corrective actions to achieve financial targets.
  • Provide regular reports and updates to senior management on service delivery performance, client satisfaction, and operational metrics.
  • Utilize data analytics to identify trends, opportunities, and areas for improvement.

Zafin provides a cloud platform for product and pricing lifecycle management, enabling financial institutions to modernize their core banking systems and introduce personalized products and fair offers to the market. The platform facilitates collaborative design and management of pricing, products, and packages, as well as streamlining core banking systems for accelerated time to market.

Company Stage

Series B

Total Funding

$47.2M

Headquarters

Vancouver, Canada

Founded

2002

Growth & Insights
Headcount

6 month growth

3%

1 year growth

10%

2 year growth

39%
INACTIVE