Service Delivery Manager

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Job Description

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you're ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the Team

The Banking Solutions Client Engagement Team manages the technical service side of client relationships and oversees contracted services, requiring a commitment to maintaining high customer satisfaction through effective communication. By fostering open and transparent dialogue, we not only resolve technical issues efficiently, but also identify areas for continuous improvement, enhancing service delivery and processes.

What You Will Be Doing

Acting as a trusted single point of contact, the Service Delivery Manager (SDM) is pivotal in ensuring our core banking clients receive exceptional technical support & service, and 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, Escalation Management & Issue Ticket Oversight, and support in drafting and delivering Monthly Performance Management Reporting.

Incident Management:

• Engage in Incident Management for highly impactful issues
• Participate in a 24x7 On-Call rotation
• Handle incident communication responsibilities to ensure timely client status communications and effective resolution of technical issues.

Root Cause Analysis and Change Management:

• Review and deliver Incident Root Cause Analysis (RCA) to the client
• Manage Change Management reporting
• Coordinate client-facing governance review meetings to help prevent incidents and improve service quality

Escalation Management and Issue Ticket Oversight:

• Follow up on escalations with timely resolution
• Oversee issue tickets to reduce the time to resolve issues and prevent escalations, thereby improving client satisfaction and Net Promoter Score (NPS)

Monthly Reporting:

• Gather and deliver monthly SLA reporting
• 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:

• Manage client relationships, ensuring prompt and effective resolution of issues, and drive continuous improvement initiatives
• Direct client interaction which is vital for maintaining high standards of service delivery and achieving client satisfaction goals

What You Bring

• Bachelor's degree in business, finance, or related discipline, or the equivalent combination of education, training, or work experience
• Typically, around 10 years banking or related financial industry and technical support experience
• Working knowledge of FIS systems, as wells as the industries in which FIS competes for business
• Demonstrated success of client management, technical support, and problem resolution skills
• Proven ability to oversee projects and escalations commensurate with job expectations
• Direct experience with institutional client support, on call rotations, problem ticket management, and client reporting

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

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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