Senior Service Delivery Manager - Core Banking

Fidelity National Information ServicesMilwaukee, WI, US

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Senior Service Delivery Manager

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 Team

Our Core Banking Service Delivery Managers provide high-touch support across incident, problem, and change management. They proactively monitor performance, lead major incident communications, manage escalations, and ensure timely root cause analysis (RCA) and change execution. With a client-focused approach, they tailor communications from executive briefings to daily updates - driving service excellence and continuous improvement.

What You Will Be Doing

As a Senior Service Delivery Manager, you will be responsible for overseeing the service aspects of client relationships. This includes managing escalations, ensuring successful execution of client projects and implementations, driving account plan initiatives, fostering strong relationships with client stakeholders, and leading efforts to enhance client satisfaction and loyalty.

Build and maintain strong relationships with clients and internal teams.
Oversee service delivery, manage escalations, and ensure client satisfaction.
Lead regular client status calls to review service topics and project updates.
Conduct root cause analysis to identify underlying issues impacting service delivery.
Educate clients on processes, tools, and self-service resources.
Conduct service value reviews and support client loyalty initiatives.
Monitor SLAs and coordinate resolution of service issues, including penalties and credits.
Review billing and variance reports; resolve discrepancies and support collections.
Provide oversight on commitment requests and ensure timely, accurate billing.
Identify opportunities for additional services and refer to account leadership.
Participate in business reviews to align with client strategy and FIS offerings.

What You Bring

Bachelor's degree in business, finance, 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

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.

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.

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Senior Manager Service Delivery • Milwaukee, WI, US