Lead Service Delivery Manager (Fintech)

TL;DR

Lead Service Delivery Manager (Fintech): Overseeing the delivery of high-quality services to financial clients, ensuring efficient project execution and client satisfaction with an accent on managing day-to-day service operations, resolving issues, and coordinating resources. Focus on monitoring performance with KPIs/SLAs, identifying risks, and driving continuous improvement in service delivery processes.

Location: Hybrid in Toronto, Canada (2 days per week in office)

Salary: $110,880–$166,320 CAD

Company

hirify.global is a leading provider of integrated investment management solutions for investment and asset managers, operating as an independent subsidiary of the Deutsche Börse Group.

What you will do

• Manage service delivery for multiple clients or projects, ensuring services are delivered on time, within scope, and to agreed quality standards.
• Act as the primary point of contact for clients, addressing service-related needs and resolving issues.
• Oversee the coordination of resources, ensuring effective allocation to meet service delivery goals.
• Monitor and track service delivery performance using KPIs, SLAs, and client feedback.
• Collaborate with cross-functional teams to align service delivery processes with client expectations and business goals.
• Identify risks to service delivery and implement mitigation strategies to ensure uninterrupted, high-quality services.

Requirements

• Typically 5+ years of experience in service delivery or a related field.
• Flexibility to attend hirify.global office 2x/week in Toronto.
• Strong problem-solving capability, structured and analytical thinking.
• Willingness to travel as required.
• Ensure compliance with organizational policies, procedures, and service standards.

Nice to have

• Proficiency in French preferred.

Culture & Benefits

• Global hybrid policy allowing remote work on other days, with 2 days required in the office.
• Benefits include health and dental care, time off, and Group RRSP/TFSA.
• People-centered organization focusing on skills development and relationship building.
• Cultivate an environment where all team members can grow, feel heard, valued, and empowered.
• Commitment to building a culture where diverse perspectives and expertise are integrated.
• Emphasis on continuous growth and development of employees.