FIS
AnalystSrLead,ManagedService(ServiceDeliveryManager)
“Analyst Sr Lead, Managed Service (Service Delivery Manager) at FIS. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Manages the operational and service components of the relationship for a set of strategically important clients.. Building relationships with client contacts.”
What You'll Achieve.
ensure governance over our operational (BAU) service; driving improvements to service and client relationships; resolved with minimal business impact; ensure recovery is achieved within SLA; delivering outcomes that help our clients operate and scale in an increasingly complex market environment
Industry & Context.
keen problem-solving ability; address and resolve key issues impacting the client; troubleshooting issues
on-call escalation support for clients, hybrid position with onsite hours on Tues, Wed and Thursday in the FIS Jacksonville office during core market hours of 8 am to 5 pm EST
What They're Looking For.
Must Have
A bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering., Excellent communication, analytical and customer service skills., Dynamic and energetic personality with entrepreneurial spirit., Excellent interpersonal and organizational skills (team player)., Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability., Ability to convey/communicate complex concepts in a clear and understandable format., Proficiency in all Microsoft Office applications., Ability to multitask and prioritize workload with minimal supervision.
Nice to Have
Background in Capital Markets back-office systems., Client Support background with experience working with users and troubleshooting issues., technical skillset (e. g. , working with complex programs, knowledge of development lifecycle, etc. )
What You'll Do.
Manages the operational and service components of the relationship for a set of strategically important clients.
Building relationships with client contacts.
working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service.
conducting service value reviews.
driving improvements to service and client relationships.
Serves as a senior point of escalation during service disruptions
ensuring incidents are managed decisively
communicated clearly and resolved with minimal business impact.
Managing the service delivery component of the client relationship.
facilitating meetings with key internal business areas to address and resolve key issues impacting the client.
Act as the primary escalation point for daily activities with an oversight into operational activities on a day-to-day basis.
Conduct regular Service Reviews with client(s) focused on the operational performance
operational issues and/or ongoing client service improvement plans (SIP’s).
Implement service improvements and identify opportunities to improve operational BAU service.
Utilizes different inputs
performance trends & customer feedback to collate client SIPs and works with internal stakeholders to monitor and track progress.
Work collaboratively with Major Incident Management during incident runtime
escalating where necessary and ensuring recovery is achieved within SLA.
Managing executive-level and client communication to ensure there is enhanced engagement during incident recovery.
Support Problem Management during root cause analysis reviews
escalating where necessary.
Review & tailor RCA reports for client view and distribute to client(s).
Participate in change governance to review and identify any change conflicts or areas of concern for the client.
Communicate the forward schedule of change for clients and seek technical expertise to avoid potential change conflicts.
Support client service requests with oversight into the nature of the request
managing client expectations and liaise with internal support teams for fulfilment.
Escalating where client satisfaction or SLAs are threatened.
How You'll Work.
Team & Collaboration
working collaboratively with internal stakeholders; Work collaboratively with Major Incident Management; liaise with internal support teams
Communication Scope
Excellent communication; Ability to convey/communicate complex concepts in a clear and understandable format; Managing executive-level and client communication
Process & Methodology
resource planning, continuous improvement
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