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:

The role of a Service Delivery Manager (SDM) is pivotal in ensuring that clients receive exceptional support and service. Acting as a trusted single point of contact, the SDM oversees the contracted services, ensuring they are delivered within the Service Level Agreements (SLAs). This role requires a commitment to maintaining high customer satisfaction through effective communication, which is the cornerstone of the SDM's responsibilities. By fostering open and transparent dialogue, the SDM not only resolves issues efficiently but also identifies

areas for continuous improvement, enhancing service delivery and processes.  

A Service Delivery Manager (SDM) is crucial in managing the service side of client relationships, ensuring that governance practices are effectively implemented. These practices include Incident Management, participation in 24x7 On-Call rotation support for urgent production issues, Root Cause Analysis, Change Management, Escalation Management, Issue Ticket Oversight, and support in drafting and delivering the Monthly Service Delivery Performance Health Management Reporting.

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?

• Incident Management: The SDM will engage in Incident Management for highly impactful issues, participate in a 24x7 On-Call rotation, and handle incident communication responsibilities. This ensures timely client status communications and effective resolution of issues.

• Root Cause Analysis and Change Management: The SDM will review and deliver Incident Root Cause Analysis (RCA) to the client, manage Change Management reporting, and coordinate client-facing governance review meetings. This proactive approach helps in preventing incidents and improving service quality.

• Escalation Management and Issue Ticket Oversight: The SDM will follow up on escalations with timely resolution and oversee issue tickets. This reduces the time to resolve issues and prevents escalations, thereby improving client satisfaction and Net Promoter Score (NPS).

• Monthly Reporting: The SDM will gather and deliver monthly SLA reporting and create the Monthly Performance Management PowerPoint deck for review with the client. This ensures transparency and keeps clients informed about service performance.

• Client Relationship Management: The SDM will play a pivotal role in managing client relationships, ensuring prompt and effective resolution of issues, and driving continuous improvement initiatives. Direct client interaction is vital for maintaining high standards of service delivery and achieving client satisfaction goals.

What you will need:

• 3-5 years of recent experience in client service management, service delivery and service management using ITIL processes

• 3-5 years of recent experience 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