Client Service Delivery Manager

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will Be Doing:

The Service Delivery Manager (SDM) will have overall responsibility for Service Management for assigned Prophet Managed Cloud Services customers. The SDM will be responsible for working with key customer stakeholders and FIS Managed Services operations and other FIS teams to ensure that the contracted Service Levels are met, service improvement initiatives are implemented, and customer satisfaction levels are high.

Manage the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process.

• Build professional relationships with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities – get things done, make things happen
• Collaborate with senior management on client account management and growth
• Act as a point of focus for the delivery of the service and a point of escalation for operational issues and service-related enquiries
• Engage with Client to understand current and future business requirements
• Working with the client and operations teams to identify and manage service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization
• Ability to follow established best practices for service management and delivery

What you bring:

• Either equivalent combination of education, training, or work experience or bachelor’s degree in business or related field.
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• 5+ years of customer service experience
• Good command in English
• Have a good grasp and understanding of Managed Services Service Levels and contracts
• Ability to work in a matrix organization and work and lead cross functional teams to meet customer/project objectives
• Excellent communication and interpersonal skills with the ability to develop and maintain relationships across various levels within the customer organization
• Good knowledge of ITIL required 
• Ability to analyze and solve problems using learned techniques and tools
• Requires human relations, negotiation and documentation skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Proven experience in supporting/managing Business Applications in a client environment
• Flexibility, versatility, dependability
• Insurance experience is a plus
• Nice to have a technical background

What we offer you:

• A work environment built on collaboration, flexibility and respect  
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home - 2 days a week, etc.) 
• Varied and challenging work to help you grow your technical skillset 

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.

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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