Service Delivery Manager

Role: Service Delivery Manager

Location: Toronto ON Onsite

Experience- 15 Years

Must Have Skills
15 years of experience in application support on Microsoft tech stacks such as with strong understanding of IT systems infrastructure
Have worked in banking industry
Deep understanding of service management principles frameworks (such as ITIL) and best practices to ensure the efficient and effective delivery of services. This includes incident management problem management change management and service level management.
Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements manage expectations and ensure client satisfaction throughout the service delivery process.
Strong project management skills to plan organize and coordinate resources timelines and deliverables.
Adept at analyzing complex situations identifying problems and proposing effective solutions.
Should have a mindset of continuous improvement.
Should proactively identify areas for improvement implement process enhancements and drive efficiency in service delivery.

Good to Have Skills
Experience in Commercial banking such as Payments Capital Markets etc

Role and Responsibilities:
Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary
Taking ownership of critical incidents coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems procedures and methodologies are in place to support outstanding service delivery
Taking accountability for service delivery performance meeting customer expectations and driving future demand
Provides production support services on application issues and queries while researching and analyzing business and system needs exploring alternative options to recommend technology solutions.
Provides on-call afterhours support on rotational basis of application database.
Flex shift work may be required (day/ afternoon) to help cover work load or change activities and help balance overtime.
Lead the investigation and analysis of application technical and functional impact including root cause analysis leading to operational failures.
Resiliency patching and software compliance to ensure our production environment meets RBC standards.
Leads detailed design phases for small to large projects/ programs identifying tracking and resolving technical issues.
Prepares high level and detailed technical specifications for small to medium projects in accordance with PLC security and architecture documentation objectives.
Work together with Project Manager determines best mix of development interfacing applications third party vendor solutions to meet business requirements and project objectives.
Provides input and co-ordinates with DBA in creating new and modifying existing database structures using different types of databases and recommending appropriate DB based on required functionality.
Effectively communicates and builds rapport with team members stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.