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Added 11 mins ago
IP
Parking Enforcement Administrator
Indigo Park Canada
Vancouver, BC
- Full-time
Postsecondary education in Business Administration, Project Management, Business Analysis, Public Administration, or related field is considered an asset
Added 11 mins ago
O
Director HR Systems & Payroll
OLG
Sault Ste. Marie, ON
- Full-time
The Director, HR Systems & Payroll is accountable for optimizing the employee experience through the effective management of Workday and the broader HR technology ecosystem, including…
Added 11 mins ago
R
Directeur / Directrice Fusions et Acquisitions, Marché Intermédiaire- FR
RBC
Montréal-Ouest, QC
- Full-time
…within RBC’s Corporate Client Group in Commercial Banking. As a Director, you will assume day-to-day responsibility for pitch support, end-to-end transaction execution, and the development…
Added 11 mins ago
R
Senior Director, CFO Controls Office
RBC
Toronto, ON
- Full-time
…a team of specialists to embed systematic, disciplined risk management practices that enhance the effectiveness of controls and governance across CFO Group…
Added 11 mins ago
O
Director, Design
OpenText
Waterloo, ON
- Full-time
Advanced proficiency with Adobe Creative Cloud and familiarity with modern design, collaboration, project management, and resource planning platforms.
Added 11 mins ago
PB
Director, Data and Insights
Pacific Blue Cross
Burnaby, BC
- $122,400 to $183,600 CAD / year
- Full-time
At Pacific Blue Cross, we're committed to improving health and wellbeing for British Columbians. As our Director, Data & Insights Office, you'll have a rare opportunity to build and shape a…
Added 11 mins ago
O
Director HR Systems & Payroll
OLG
Toronto, ON
- Full-time
The Director, HR Systems & Payroll is accountable for optimizing the employee experience through the effective management of Workday and the broader HR technology ecosystem, including…
Added 25 mins ago
UO
Advancement Proposal Writer
University of Manitoba
Winnipeg, MB
- $56,966 to $80,280.2 CAD / year
- Full-time
The Associate Registrar and Director of Admissions provides leadership and strategic oversight for the University of Manitoba’s undergraduate admissions process, including domestic and…
Added 26 mins ago
S
Senior Procurement Specialist - 1 FT
SIGA
Saskatoon, SK
- Full-time
…Participating in other projects and activities as assigned by the Director of Procurement and Manager of…
Added 26 mins ago
GO
Psychiatric Nursing Specialist
Government of Nunavut Recruitment
Iqaluit, NU
- Full-time
Experience working in small community settings with service delivery across tiers of mental health intervention, project management, emergency response planning;
Added 40 mins ago
TJ
Development & Community Engagement Manager
The Jewish Seniors Alliance of British Columbia
Vancouver, BC
- Full-time
Provide administrative and project support to the Executive Director and others.
Added 40 mins ago
PH
Manager, Wellness and Psychological Health & Safety
Providence Health Care
Vancouver, BC
- $108,000 to $135,000 CAD / year
- Full-time
Reporting to the Director, Occupational Health and Safety, you’ll lead a team of health and safety professionals and work closely with leaders and partners across PHC to move complex…
Added 41 mins ago
C
Senior Director, Group Product Owner - Enterprise Governance, Risk & Compliance (eGRC)
CIBC
Toronto, ON
- Full-time
As Senior Director, Group Product Owner – Enterprise Governance, Risk & Compliance (eGRC), you'll shape how CIBC identifies, manages, and responds to operational risk. You will shift our…
Added 41 mins ago
B
Associate Director, Deposits
BMO
Toronto, ON · FCP
- Full-time
The Associate Director, Deposits plays a critical role in supporting and advancing the Private Wealth Deposits business across both Private Banking and BMO Nesbitt Burns. This position…
Added 41 mins ago
BC
Director of Project Controls
Bird Construction
Mississauga, ON
- $260,000 to $290,000 CAD / year
- Full-time
Director of Project ControlsThe Project Controls Director will be responsible for developing and overseeing the planning/scheduling and budget cost controls within the division.
Added 41 mins ago
AB
Vendor Management Office Lead – Procurement
Alberta Blue Cross
AB · Hybrid
- Full-time
Reporting to the Director, Head of Procurement, Facilities & Corporate Services, the VMO Lead is responsible for establishing, operating and continuously evolving Alberta Blue Cross’ IT…
Added 41 mins ago
Policy & Communication Consultant
Government of Alberta
AB
Reporting to the Director, Communication, Education and Engagement, you will lead strategic communications and marketing initiatives while contributing to policy research, analysis, and…
Added 57 mins ago
S
Manager - Environmental
Stelco
Lake Erie Works
- Full-time
This position reports to the Director, Environmental Affairs.
Added 57 mins ago
M(
Product Marketing Manager
MaintainX (An Autodesk Company)
Toronto, ON
- Full-time
This role sits on the Product Marketing team and reports to the Director of Product Marketing. You'll be aligned to one or more of our product pillars and work with one to three product…
Added 1 hour ago
CL
Leasing & Housing Coordinator
Campus Living Centres
Toronto, ON
- Full-time
Any other duty as assigned by a Supervisor, Director or Executive Committee member
Added 1 hour ago
HR
Senior Project Manager
Hitachi Rail
Toronto, ON
- Full-time
Coordinate the team regarding resources allocations within the projects with the Project Portfolio Director / Project Director,
Added 1 hour ago
I
Director of Revenue Growth & Partnerships
InsuranceWorks.ca
Toronto, ON
- Full-time
The Director also manages Our Client’s financial & data analytics, assisting the Chief Insurance Officer (CIO) and the Chief Affinity Officer (CAO) in monitoring the organizational…
Added 1 hour ago
E
Sales & Business Development Manager - CANADA - F/M
Exail
Ottawa, ON
- Full-time
Collaborate with Exail’s AMERICAS, Sales and Support teams and engineering, project management, operations, and commercial teams in France.
Added 1 hour ago
C
Enterprise Performance Management Lead System Administrator
Couche-Tard
Laval, QC
- Full-time
Reporting to the Director of Enterprise Performance, you will oversee platform administration, user access, model governance, integrations, release management, and production support. You…
Added 1 hour ago
OP
Brand Manager (13-Month Mat-Leave Contract)
Oligo Professionnel
Montreal, QC
- Full-time
…This is a 13-month maternity leave contract, reporting to the Director of Marketing, this role is ideal for a brand-savvy professional with a strong understanding of consumer behavior, B2B…

Finastra

Service Delivery Manager

Mississauga, ON, Canada

Base Compensation: 80 - 110k CAD · Full-time

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Job details

Pay: Base Compensation: 80 - 110k CAD
Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

Original job description

Who are we?

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.

What will you contribute?

Reporting to the Director, Client Delivery in North America and Europe, the Service Delivery Manager is responsible for ensuring the successful delivery of services to clients, maintaining high levels of customer satisfaction, and driving operational excellence across assigned accounts. This role focuses on managing service performance, client relationships, and continuous improvement initiatives to meet contractual obligations and business objectives.

Responsibilities & Deliverables

Your deliverables as Service Delivery Manager will include, but are not limited to:

Serve as the primary point of contact for incidents, including escalations during weekends when required.
Act as the main client interface for all service delivery matters, ensuring expectations are met and exceeded.
Oversee end-to-end service delivery for assigned accounts, ensuring compliance with SLAs, KPIs, and contractual commitments.
Monitor service performance, analyze trends, and implement corrective actions to maintain high service quality.
Act with urgency on escalated client matters, ensuring timely resolution and clear communication.
Support occasional weekend implementations, including Disaster Recovery (DR) tests and critical service activities.
Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve client satisfaction.
Collaborate with internal teams (operations, support, technical) to ensure seamless delivery and issue resolution.
Prepare and present regular service performance reports to clients and senior management.
Identify opportunities for service enhancements and work with account teams to implement changes.
Ensure proper resource allocation and capacity planning to meet client needs.
Maintain strong relationships with clients, acting as a trusted advisor for service-related matters.
Support governance processes, including service reviews and compliance audits.
Embed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement.

Required Experience

Proven experience in Service Delivery Management or related roles.
Proven track record of managing service delivery for large or complex clients.
Strong understanding of ITIL principles and service management best practices.
Experience managing SLAs, KPIs, and driving operational improvements.
Excellent communication and stakeholder management skills.
Ability to lead cross-functional teams and manage escalations effectively.

Additional Qualifications (Not Mandatory)

Solid project management skills and experience would be an asset. (Demonstrated ability to manage multiple concurrent initiatives, balancing priorities, timelines, and stakeholder expectations. Experience with project governance, risk management, resource planning, and delivery reporting in a client-facing environment)

Key Personal Characteristics

Responsiveness – Quick to respond to client requests and inquiries.
Commitment Delivery – Ability to consistently deliver on client commitments and deadlines.
Client-Centric Mindset – Strong focus on client satisfaction and proactive problem-solving.
Urgency – Act swiftly on escalated matters to minimize impact.
Adaptability – Ability to manage multiple priorities and adjust to changing client needs.
Flexibility – Willingness to support occasional weekend work for critical implementations, DR tests, and incident management.

Base Compensation: 80 - 110k CAD

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:

Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive - inside and outside of work.

Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*

Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.

Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra - open to everyone who wants to participate and contribute.

Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

*Specific benefits may vary by location.

At Finastra, each individual is unique - bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.

Be unique. Be exceptional. Help us make a difference at Finastra.

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. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

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More about this job

Responsibilities

The Service Delivery Manager is responsible for overseeing end-to-end service delivery, ensuring compliance with SLAs and KPIs for assigned accounts. They act as the primary client interface, managing incidents, driving continuous improvement, and fostering strong client relationships.

Requirements

Candidates must have proven experience in Service Delivery Management and a strong understanding of ITIL principles and service management best practices. Excellent communication, stakeholder management, and the ability to lead cross-functional teams are essential for this role.

Skills

Service Delivery Management
SLA Management
KPI Monitoring
Incident Management
Stakeholder Management
ITIL
Operational Excellence
Project Management
Risk Management
Resource Planning
Cross-functional Leadership
Communication
Problem-solving
AI Integration

Benefits

Unlimited vacation
Hybrid working arrangements
Paid time off for voting
Bereavement leave
Sick leave
Employee Assistance Program
Medical insurance
Life insurance
Disability insurance
Retirement plans
Donation-matching
Online learning access

Visa sponsorship

Not detected in the job text

Keywords

Service Delivery Management
Finastra
Financial Services Software
SLA
KPI
ITIL
Incident Management
Disaster Recovery
Operational Excellence
Project Governance
Risk Management
Resource Allocation
Capacity Planning
AI
Automation
Stakeholder Management
Cross-functional Teams
Lending
Payments
Universal Banking

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