Managed Service Analyst Sr. Lead (Service Delivery Manager)

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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:

The Managed Services Senior Lead Analyst (Service Delivery Manager) position within the Securities Processing Client Experience team manages the operational and service components of the relationship for a set of strategically important clients. This includes building strong relationships with client contacts and working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service, conducting service value reviews and driving improvements to service and client relationships. The role serves as a senior point of escalation during service disruptions, ensuring incidents are managed decisively, communicated clearly and resolved with minimal business impact.

Please note: This role is a full time, hybrid position with onsite hours on Tues, Wed and Thursday in the FIS Jacksonville office during core market hours of 8 am to 5 pm EST.

Current and future sponsorship are not available for this position

About the team:

The Securities Processing Client Experience (CX) team sits at the center of how we support banks, broker dealers, and financial institutions in running their post trade operations with confidence. Our team partners closely with clients to ensure the stability, accuracy, and efficiency of end to end securities processing across trade capture, settlement, corporate actions, and regulatory events. We act as trusted advisors-combining deep operational expertise with a strong understanding of our technology-to proactively solve problems, manage risk, and continuously improve the client experience. We are a collaborative, client first organization focused on accountability, transparency, and delivering outcomes that help our clients operate and scale in an increasingly complex market environment.

What you will be doing:

In this role, you will be responsible for:

• Managing the service delivery component of the client relationship and facilitating meetings with key internal business areas to address and resolve key issues impacting the client
• Act as the primary escalation point for daily activities with an oversight into operational activities on a day-to-day basis
• Conduct regular Service Reviews with client(s) focused on the operational performance, SLA attainment, operational issues and/or ongoing client service improvement plans (SIP's)
• Implement service improvements and identify opportunities to improve operational BAU service. Utilizes different inputs, such as metrics, performance trends & customer feedback to collate client SIPs and works with internal stakeholders to monitor and track progress
• Work collaboratively with Major Incident Management during incident runtime, escalating where necessary and ensuring recovery is achieved within SLA. Managing executive-level and client communication to ensure there is enhanced engagement during incident recovery
• Support Problem Management during root cause analysis reviews, escalating where necessary. Review & tailor RCA reports for client view and distribute to client(s)
• Participate in change governance to review and identify any change conflicts or areas of concern for the client. Communicate the forward schedule of change for clients and seek technical expertise to avoid potential change conflicts.
• Support client service requests with oversight into the nature of the request, managing client expectations and liaise with internal support teams for fulfilment. Escalating where client satisfaction or SLAs are threatened.
• Provide on-call escalation support for clients

What you bring:

• A bachelor's degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering.
• Excellent communication, analytical and customer service skills.
• Dynamic and energetic personality with entrepreneurial spirit.
• Excellent interpersonal and organizational skills (team player).
• Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability.
• Ability to convey/communicate complex concepts in a clear and understandable format.
• Proficiency in all Microsoft Office applications.
• Ability to multitask and prioritize workload with minimal supervision.

Added Bonus if you have:

• Background in Capital Markets/back-office systems.
• Client Support background with experience working with users and troubleshooting issues.
• Strong technical skillset (e.g., working with complex programs, knowledge of development lifecycle, etc.)

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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