Service Delivery Manager
Warsaw, Warsaw,PL
4 d. temu

Position Responsibilities Requirements :

  • Build professional relationships with key client staff (Key operational contacts and also establish relationships with Senior Managers within the client organization)
  • Successful service delivery - SLA achievement and high level of customer satisfaction
  • Monitor overall performance of services
  • Good communication around issues and opportunities get things done, make things happen
  • Monitor contractual compliance and identify and manage the Change Request process
  • Ensure operations teams are aware of changes and are prepared
  • Monitor the billing and coordinate with Finance to ensure that the client is being billed appropriately
  • Work with client and FIS stakeholders to Identify key operational and business risks that impact the engagement
  • Responsible for Service reporting / trend analysis and sponsoring service delivery meetings withassigned clients
  • Follow up, understand and suggest remediation if service delivery is not meeting expectations
  • Provide feedback towards continuous service improvement and work collaboratively with the client and operations teams to identify and manage service improvement activities
  • Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
  • Remove all obstacles to customer satisfaction and / or financial performance
  • Communicate across organizational boundaries from engineers through to senior managers
  • Looking out for client’s and FIS’s long-term interests
  • Identify new opportunities for growth within designated accounts and collaborate with FIS senior management and sales on client account management and growth
  • Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization
  • Key Skills

  • Ability to follow established best practices for service management and delivery
  • The person should have experience supporting / managing Business Applications in a production environment
  • Have a good grasp and understanding of Managed Services Service Levels and contracts including commercials.
  • 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
  • Knowledge of Service Management tools such as Service Now required
  • 7+ years of relevant experience
  • Technical background required
  • Financial Services or Insurance Industry experience a plus.
  • IntelliMatch knowledge a plus
  • Success in this role will be driven and measured by, Client Service Satisfaction, Contractual Compliance, and Revenue protection.

    With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

    We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.

    Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

    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

    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 and

    For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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.

    As part of the selection process this role may require an assessment to determine suitability

    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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