Job Description

Client Delivery Manager Enterprise Solutions

Toronto

The Client Delivery Manager (CDM) plays a pivotal role in ensuring seamless delivery and support enterprise solutions to clients.
This role acts as the primary liaison between clients, Customer Support (CS), Development, Product, and third-party vendors, ensuring timely resolution of issues, effective communication, and high customer satisfaction. CDM is responsible for managing escalations, coordinating cross-functional teams, and driving operational excellence in production and project environments.
Complex and dynamic role that involves Client relationship management Incident and escalation handling Cross-functional coordination (CS, Dev, Product, 3rd parties) Project and defect tracking Communication and reporting--

-Key Responsibilities

Daily Operations

Incident Management
Review and prioritize the Morning Checklist for client production outages. Coordinate with CS and Dev on-call teams for immediate issue resolution. Monitor and respond to new client escalations, ensuring timely coordination with CS and project teams. Attend to 3rd party vendor dependencies (e.g., IBM, TCH, FedNow) impacting client services.
Participate in bridge calls for major incidents, documenting troubleshooting steps and service restoration details.

Client Relationship Communication
Serve as the primary point of contact for client escalations requiring management insight. Educate clients on Finastras Production and Enhancement processes.
Build and maintain strong client relationships to enhance satisfaction and trust.
Communicate proactively with clients regarding defect and enhancement commitments, release timelines, and implementation updates.
Project Implementation Coordination
Oversee production implementations, including REQ creation, customer sign-offs, and downtime communications. Ensure smooth handover of projects to Operations, including warranty period negotiations and defect transitions.
Coordinate UAT testing sessions and post-go-live support (Day 2 items). Attend and support after-hours implementations, including weekends when necessary.

Defect Enhancement Management
Build and maintain Salesforce (SF) case reports and Jira dashboards to track and prioritize issues. Coordinate defect reviews with SMEs and clients.
Lead internal sync-ups with CS teams and client sync-ups to prioritize and negotiate timelines for defects and enhancements.
Present new P2G and GPP defects during respective product team calls.
Follow up on committed defects and enhancements to ensure inclusion in release implementations.
Update and maintain the clients defect list with the latest timelines and statuses.
Create and manage enhancement requests upon client demand.

Reporting Compliance
Validate SLA reports to ensure accuracy for potential client refunds.

Job Types: Full-time, Fixed term contract

Work Location: Hybrid remote in Toronto, ON