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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:

As a Senior Service Delivery Manager for SRE platform team, you will own the overall service delivery responsibility for FIS clients in production environments.

Direct and control all technology deployment and support activities required to maintain a high level of platform availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support. This position manages a team onshore and offshore and interacts closely with the business and technology leaders on client excellence, future strategy, automated deployments, and ongoing production operations etc.

What you will be doing?

Strategically focused on technology leadership with responsibility for improving client satisfaction and maintaining client communication.• Serves as the primary SRE service management contact and client liaison working with our Client Support teams, on various projects, escalations, maintaining contact with client at various levels, focusing on the importance of the relationship.• Drives performance of SRE teams in support of technology services in accordance with contract requirements.• Drives service efficiencies while maintaining service quality.• Works to maintain and grow client relationships while ensuring ongoing customer service.• Manages identification and mitigation of service risks and issues.• Govern delivery of technical aspects of service with oversight of service partners and vendors.• Identifies areas where continual improvement can be applied, oversees implementation of resulting change and measures the level of improvement. 

What you will need:

Proven track record of managing SRE platform teams, client relationship management, application platform service delivery and service management using ITIL processes.

• Financial institution experience or comparable proven service management / consulting / support background with strong financial industry and data processing knowledge

• Strong technology background with IBMi, and cloud technologies with deployment experience in both in-house and on public cloud.

• 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 professional level staff

• Displays strong leadership qualities, decision making abilities, and strong business judgment

• Possesses strong personnel management skills

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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