Service Delivery Manager (Fintech)

TL;DR

Service Delivery Manager (Fintech): Managing client relationships and ensuring service quality for digital banking fraud prevention and payment security platforms with an accent on SLA compliance, incident resolution, and client advocacy. Focus on optimizing service delivery processes, coordinating cross-functional technical teams, and driving product adoption for financial institutions.

Location: Knoxville, Tennessee, US (Remote work mentioned as a benefit)

Company

hirify.global is a leader in digital banking fraud prevention and payment security, specializing in mobile authentication and 3D Secure for global financial institutions.

What you will do

• Serve as the primary point of contact for clients, managing expectations and conducting regular service reviews.
• Develop and track SLAs and KPIs, reporting deviations and implementing continuous improvements.
• Lead incident and problem management, coordinating root cause analysis (RCA) and service restoration.
• Collaborate with business, product, and development teams to ensure smooth product rollouts and change management.
• Standardize service delivery processes and create Standard Operating Procedures (SOPs) to increase scalability.
• Design dashboards and provide executive reporting on service performance and risk metrics.

Requirements

• Bachelor's Degree or equivalent.
• 5+ years of experience as a Service Delivery Manager or in a similar relationship management role.
• Extensive experience in negotiating and managing SLAs.
• Strong background in managing and resolving incidents related to clients or 3rd party services.
• Deep understanding of ITIL frameworks and service management best practices.
• Project management experience and strong verbal communication skills.

Nice to have

• Experience with Hosted or SaaS offerings in an AWS environment.
• Knowledge of EMV 3-D Secure, CNP e-commerce, or authentication products (Fido, NIUSSD).
• Expertise in Salesforce, PowerBI, Tableau, or similar reporting tools.
• Experience with monitoring tools like Opsgenie, Prometheus, Kibana, or Zabbix.
• Ability to manipulate data using SQL or Python.

Culture & Benefits

• Exposure to cutting-edge technology and industry leaders.
• Flexible working hours and remote work options.
• Collaborative and professional working environment.
• Numerous opportunities for professional growth and career development.