Service Delivery Manager (Fintech)

Location: Jacksonville, Florida, United States; hybrid with three days in-office and two days virtual

Company

hirify.global provides financial services technology and supports financial institutions through software, services, and technology solutions.

What you will do

• Own recurring support governance, including agenda preparation, ticket prioritization, ServiceNow status alignment, decision tracking, and action-item follow-up.
• Monitor backlog health and resolve aging, stalled, blocked, or ownerless tickets by establishing ownership, next steps, blocker status, and target dates.
• Coordinate across operations, technical, project, client-facing, application, SME, and external partner teams to remove blockers and drive resolution.
• Prepare client-facing communications covering ticket status, outages, maintenance, service impacts, milestones, approvals, testing needs, blockers, and target dates.
• Produce reporting on backlog aging, throughput, priorities, approvals, blockers, capacity constraints, and recurring issue patterns.
• Improve ServiceNow data quality, standardize reporting, automate alerts, reduce manual tracking, and support operational readiness for projects and changes.

Requirements

• Experience coordinating IT operations, application support, client support, incident management, service requests, or production support governance.
• Strong knowledge of ticket management, backlog governance, prioritization, status reporting, and stakeholder follow-up.
• Ability to work across technical, operational, project, and client-facing teams to clarify ownership, remove blockers, and drive closure.
• Strong written and verbal communication skills, including translating technical status into clear client and leadership updates.
• Proficiency with ServiceNow or similar ITSM tools, Microsoft Excel, reporting, and operational tracking.
• Current and future visa sponsorship are not available for this position.

Nice to have

• Experience with Systematics, ASP-hosted environments, banking platforms, file transmission, batch operations, change management, or client implementation support.
• Experience building dashboards, backlog reports, aging reports, or operational health metrics.
• Familiarity with incident root cause analysis, continuous improvement, problem management, and proactive reliability practices.
• Ability to identify automation opportunities that reduce manual follow-up and improve support consistency.

Culture & Benefits

• Modern, international, collaborative, and flexible work environment.
• Professional education and personal development opportunities.
• Work on challenging issues in financial services and technology.
• Opportunities to develop product, functional, domain, and leadership skills.