Responsibilities What will you contribute? Reporting to the Cloud Delivery Manager, the Service Delivery Manager / Disaster Recovery Coordinator is a key interface and liaison between Finastra internal business line, technology organization, support teams, and customers, contributing to the overall delivery of technology and services to ensure a good customer experience. The Service Delivery Manager/Problem Manager/DR Coordinator is accountable for managing the lifecycle of all Finastra solutions, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure an increased customer experience.   As a member of the Service Delivery team, the Service Delivery Manager / Disaster Recovery Coordinator will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures. This included, but is not limited to facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre-determined SLAs.   The Service Delivery Manager / Disaster Recovery Coordinator role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities.  The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIS. SLAs, and CSFs. The incumbent will provide governance and oversight; maturing the process and driving problem management adoption, as well as providing governance and oversight of Disaster Recovery exercises aimed to ensure our services meet Business Continuity requirements. Service Delivery Manager Role and Responsibilities IT Service Delivery Manager is a key interface and liaison between Finastra internal business line, technology organization, support teams, and customers, contributing to the overall delivery of technology and services to ensure a good customer experience. Key functions of a Service Delivery Manager: Day-to-day service commitments Incidents review and engagement of resources Problem management review and oversight Review change requests and oversee to ensure the result of change issues are mitigated Ensure proper testing in place Service Level Management such as Uptime Reporting and driving Root Cause Analysis including the production of a client-facing report Single point of contact for line of business and client escalations ensuring steady state operations Service Portfolio Management – determining product uptime availability Reconcile, if/when needed, Incident severity, outage record time stamps, service availability Major Incidents Join bridge, and ensure relevant teams are on, escalate if resolution is delayed or resources are lacking. Co-drive incident resolution with the Incident manager. Assist in notetaking for later RCA. Check recent 72-hour change logs for possible incident causes Ensure stakeholder communication and regular updates to senior management. Support the Incident Manager with capturing the impact and application or business specific updates. Validate backup and failover processes are in place and activated if needed. Problem Management Coordinate RCA session timing and attendees with the problem management team. Co-drive discussion to determine root cause and lessons. Review RCA with the Problem Manager; involve the Service Owner as needed. Own the RCA process for Severity 1/2/3 incidents. Change Management Service Delivery Manager is responsible to review and approve changes: assess impact and urgency and assess and review information in the change request for accuracy and completeness Liaise with the Change Advisory Board (CAB) for change approvals Facilitate communication of change schedules to stakeholders Review post-change reports to ensure objectives met Disaster Recovery Coordinator Role and Responsibilities DR Coordinator is responsible for developing, implementing, and managing disaster recovery DR Runbook for the Lending line of business at Finastra. This role ensures all plans are up to date to enable continuity and recovery of critical systems and data in the event of a disaster or disruption. Key functions of a Disaster Recovery Coordinator: DR Planning Develop and maintain comprehensive disaster recovery plans and procedures. Define scope, objectives and scenarios for the exercise (Ops or SDM) Ensure all necessary resources, tools and personnel are aligned and prepared for the DR exercise on time Conduct risk assessments and business impact analyses to identify critical systems and processes (DR gaps, findings) DR Execution Coordinate entire DR exercise with technical teams according to the predefined and signed off plan Coordinate entire DR exercise with NOC, MI, Monitoring teams to inform about the start of the exercise Monitor the exercise to ensure all steps are followed correctly, escalate in real-time if any challenges Record detailed observations from the plan and the impact on recovery Post-DR exercise Analyze the results of the DR exercise to identify strengths and weaknesses Prepare comprehensive DR reports on the outcomes of the DR exercise Incident response during DR exercise Lead the response to DR incidents on Cornerstone products Collaborate in the post-incident reviews and drive/coordinate the implementation of improvements Compliance and Documentation Ensure compliance with Industry standards and regulatory requirements Ensure DR exercises are aligned with DR Finastra policy, DR process Perform regular maintenance and updates to DR tickets, processes and runbooks Required Experience: 5-years experience in a Service Delivery Manager / Program Manager role in a Technology organization Degree in Computer Science, Electronics, Business IT or related major ITIL4 (IT Service Management) certification preferred Excellent written and verbal communication in English Proactivity, accountability, agency, problem solving, analytical abilities, attention to detail