FIS
ManagedServiceAnalystSr.Lead(ServiceDeliveryManager)
“Managed Service Analyst Sr. Lead (Service Delivery Manager) at FIS. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, client relationship management, service delivery management, incident management, problem management, change governance. Managing the service delivery component of the client relationship and facilitating meetings with key internal business areas to address and resolve key issu”
What You'll Achieve.
ensure governance over our operational (BAU) service; driving improvements to service and client relationships; ensuring incidents are managed decisively, communicated clearly and resolved with minimal business impact; ensure the stability, accuracy, and efficiency of end‑to‑end securities processing; proactively solve problems, manage risk, and continuously improve the client experience; delivering outcomes that help our clients operate and scale in an increasingly complex market environment; ensure recovery is achieved within SLA; avoid potential change conflicts; Escalating where client satisfaction or SLAs are threatened
Industry & Context.
keen problem-solving ability; resolve key issues impacting the client; Support Problem Management during root cause analysis reviews; troubleshooting issues
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, on-call escalation support for clients
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.
Managing the service delivery component of the client relationship and 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.
Provide on-call escalation support for clients
How You'll Work.
Team & Collaboration
working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service; partners closely with clients to ensure the stability, accuracy, and efficiency of end‑to‑end securities processing; collaborative, client‑first organization focused on accountability, transparency, and delivering outcomes; facilitating meetings with key internal business areas to address and resolve key issues impacting the client; Work collaboratively with Major Incident Management during incident runtime; liaise with internal support teams for fulfilment
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, client service improvement plans (SIP’s)
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