Job Description

Zafin is the award-winning global leader in cloud-based product and pricing solutions. We enable clients to advance core banking modernization and their digital transformation roadmap. Zafin works with more than 450 financial institutions globally whose assets range in size from $200 million to $3 trillion.Zafin is backed by significant financial partners committed to accelerating the company's growth and fuelling our continued innovation. Our recent acquisition of FINCAD solidifies our position as a high-growth SaaS provider. Together, we are disrupting financial services by offering pricing and advanced analytics solutions to institutions across all banking segments: retail, corporate, commercial, and capital markets.Our clients benefit from our 60 ecosystem partners and over 500 talented employees spread across 13 global offices. Zafin is proud to be recognized as a top employer and certified Great Place to Work in Canada, the UK, and India.What is the opportunity?
Reporting to the Director, Cloud Services Security and Delivery as Cloud Service Delivery Manager, you will be responsible for Zafin's SaaS delivery on the public cloud. You will be part of a talented team of engineers that demonstrate superb technical competency, delivering mission critical application deployments through automated pipelines. The dynamic and rapidly advancing technologies in the world of cloud-based deployment requires engineers that proactively stay up to date with new technologies.What will you do?

• Ensure support processes will provide a consistent delivery of high-level customer service in an effective and cost-efficient manner
• Accountable for end-to-end delivery of services to meet customer needs
• Develop strategies and processes for Service Delivery and Cloud Services
• Improve ITSM process throughout a variety of ITSM best practices and functions
• Managing Service Projects, including Incident, Change, Problem and Service Request
• Collaborating with Cloud Leaders and CSMs to prioritize weekly sprints
• Delivering Presentations on new processes, feature adds and other deliverables
• Conduct and organize Service Delivery Meetings
• Understand functionality of public cloud services
• Articulate technical issues in terms of business risk and opportunity
• Embrace continuous education to enhance current cloud solution and services
• Ensure systems, procedures, and methodologies are in place to support outstanding customer service delivery

• Accountability for service delivery performance, meeting customer expectations, and driving future demand
• Perform root cause analysis (RCA) for remediation/proactive improvements
• Constant review of internal processes to optimize service delivery approach
• Build dashboards and presentations on current performance, identify trends and availability metrics
• Build diagrams for process flow and policy implementations

What do you need to succeed?Must have

• BSc in Computer Science, Engineering, or relevant field
• Experience as a Service Delivery resource or similar role
• Experience working with automated deployment pipelines preferably on Azure
• Strong knowledge and hands-on experience with JIRA ITSM
• Self-directed, proactive, and able to deliver with best practices
• Problem-solving attitude
• Collaborative team spirit

Nice to have

• Prior experience with Scrum methodology
• Public cloud infrastructure and SaaS skills
• Monitoring experience, including NewRelic, Site24/7 and Log Analytics
• Innovative mindset for new ideas and ways to improve service delivery.

What's in it for you?If you work with us, we expect you'll show the spirit, drive, and intellect that make you great. We offer a challenging, team-oriented work environment, competitive remuneration and benefits, and excellent opportunities for professional and personal growth. If you believe you are up for the challenge, please apply.Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.Zafin is committed to protecting both the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods in which Zafin collects uses, stores, handles, retains or discloses applicant information can be accessed by reviewing Zafin's privacy policy at https://zafin.com/privacy/.Job Type: Full-time