Service Delivery Manager

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

As a Service Delivery Manager, you will own the service relationship for key clients in the Banking Solutions business. Leading and mentoring junior Service Delivery Managers on the team and working closely with Client Success Management, Client Support leadership you will be responsible for driving service quality and stability while contributing to business growth.

About the team:  

This role sits within the Service Management function, managing the interface to clients of FIS hosted services in Banking Solutions. The team has the responsibility to manage client engagement for the delivery of services, for the achievement of contracted service levels and for service quality. By applying a framework of governance across the FIS delivery and support organization, the team ensures that responsibilities to clients are met consistently.

What you will be doing?

• Client focused contributing to improvement of client satisfaction and maintaining client communication.

• Serves as one of the primary service management contacts and client liaison for support matters and escalations, maintaining contact with client at various levels, focusing on the importance of the relationship.

• Drives performance of teams in support of services in accordance with contract requirements.

• Drives service efficiencies while maintaining service quality.

• Works to maintain and grow client relationships while ensuring ongoing customer service.

• Manages identification and mitigation of service risks and issues.

• Govern delivery of technical aspects of service with oversight of service partners and vendors.

• Identifies areas where continual improvement can be applied, oversees implementation of resulting change and measures the level of improvement.

• May work at an FIS or a client location.

What you will need:

• Some flexibility with work hours as you will be required to be on call on a rotation basis.

• Experience in client service management, service delivery and service management using ITIL processes

• Financial institution experience or comparable proven service management / consulting / support background with strong financial industry and data processing knowledge

• Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the company; may also participate in initiatives that contribute to the overall success of the client’s business

• Excellent negotiation and presentation skills that ensure high levels of service performance and customer satisfaction

• Displays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of service management within the company and with its clients

• Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client

• Demonstrates the ability to lead by example and motivate professional level staff

• Demonstrate ability to educate clients and support resources on service management processes and tools

What we offer you:
A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $89,180.00 - $149,820.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work locati