Director, Service Management

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Director, Service Management

What does a successful Director, Service Management do at Fiserv? The Director, Service Management will oversee operational relationships that shape our service delivery for elite Financial Services clients. Your expertise will shine in managing service level agreements and documenting root cause analyses, ensuring that we not only meet but exceed expectations. Your role is not just about maintaining strong client connections; it’s about steering the timely and successful rollout of our innovative solutions, ensuring that our collaborative efforts pave the way for a brighter financial future.

What you will do:

• Manage and develop operational relationships for the assigned client(s) by taking primary responsibility for driving client satisfaction with service delivery.
• Partner with the iCTO to manage incident support and service delivery across enterprise applications.
• Serve as the primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues as well as incident resolution and escalation.
• Partner with internal teams and technical stakeholders to provide leadership support and overall management of Service Delivery and Compliance issues.
• Oversee contractual commitments to Service Level Agreements (SLAs), assess complex situations and develop practical solutions for all products and services.
• Manage SLA penalty calculations, reporting, invoicing of credits, and ensuring accurate invoicing of penalty payments.
• Track and measure key account service metrics, identifying opportunities for improvement.
• Lead and facilitate client meetings, calls, critical initiatives, and develop/maintain standard operating procedures.

What you will need to have:

• 5+ years of proven experience in service level support and client management
• Bachelor’s degree or an equivalent combination of education, work, and/or military experience.

What would be great to have:

• 5+ years of experience in managing SLAs
• Previous experience providing support to large enterprises in the financial services sector.

Important info about this role: 

• We’re better together. This role is fully on-site.
• In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.

Perks at work: 

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one. 
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP. 
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan. 
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards. 
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program. 
• Advance your career with training, development, certification, and internal mobility opportunities. 
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

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This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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