Senior Service Delivery Manager - Banking & Payments

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelors Degree Travel Percentage : 1 - 5% Are you curious, motivated, and forward-thinking At FIS youll 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 thatis open, collaborative, entrepreneurial, passionate and above all fun. Please note - we offer flexible working, therefore are open to applications from candidates across the UK.About the team: This role sits within the Service Management function in Client Support, which defines and manages the service interface to clients of FIS hosted services in Banking Solutions. The team has the responsibility to manage client engagement for the delivery ofservices, for the achievement of contracted service levels and for service quality. By continually developing, improving, and applying a framework of governance across the FIS delivery and support organisation, the team ensures that responsibilities to clientsare met consistently. What you will be doing : As a Senior Service Delivery Manager, you will play a key role in the establishment of our Service Management organisation and governance framework supporting the delivery of service to key clients in the Banking Solutions business. This senior role will drivethe workstreams to implement client-facing Service Delivery Management, Incident Management and Problem Management functions across Banking Solutions globally, with initial focus on North America, leveraging our established capabilities in Europe. You willprovide leadership across the Service Management organisation for driving improvement and transformation initiatives to improve service quality. You may also contribute to the Service Design and/or manage the Service Transition planning of new services orClients from project phase into Business as Usual as workstream lead. Key Responsibilities :

• Strategically focused with responsibility for improving client satisfaction and maintaining client communication.
• Lead and manage the implementation of Service Management processes and capabilities across the Banking Solutions organisation.
• Propose solutions to mature and improve Service Management processes and capabilities to ensure efficiency and quality of service provision to Banking Solutions clients.
• Manage resource and budget within implementation and improvement workstreams
• Create, review and manage deliverables to achieve operational acceptance and readiness
• Provide status reports to executive team demonstrating progress and reporting on risks, issues and mitigating actions as appropriate.
• Develop and ensure adherence to the Acceptance Criteria
• Act as an SME across Service Management
• Be an advocate of ITIL best practice processes within the business
• Ensure all knowledge transfer, knowledge articles and Service Support Documentation has been completed, approved and signed off into service acceptance
• Identifies areas where continual improvement can be applied, oversees implementation of resulting change and measures the level of improvement.

What you bring:

• Proven track record in client relationship management, service delivery and service management using ITIL processes
• Have a strong understanding and practical experience of project management methodologies such as Prince 2
• Financial institution experience or comparable proven service management / consulting / support background with strong financial industry and data processing knowledge
• Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of service delivery 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
• Experience of implementing IT change into a live IT environment
• Have experience in Service Design and Transition within a global business environment
• Be able to manage diverse and challenging stakeholders
• ITIL /Project Management certification
• Experience of project plan development, maintenance and reporting
• Excellent communication skills
• Strong Organiser
• A self-starter;
• Strong interpersonal skills with the ability to negotiate and influence a wide range of stakeholders.
• You must have clear and concise Communication skills (written and verbal) for this role and be comfortable liaising with senior stakeholders.
• Some travel and flexibility to occasionally work outside of office hours is required

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology

Privacy StatementFIS 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 ModelRecruitment 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 responsiblefor any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass