Analyst Lead, Managed Service

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 of a Service Manager:

The Service Manager is the primary owner of the operational service relationship for assigned clients, accountable for delivering a reliable, well‑governed, and transparent service experience. Acting as the single point of accountability, the Service Manager coordinates across support, engineering, change, and incident teams to manage escalations, ensure SLA adherence, and drive timely issue resolution. This role combines strong client communication, operational oversight, and proactive risk management, using performance data and service reviews to identify improvement opportunities and maintain client trust and confidence.

Please note: This is a full-time position with a required hybrid schedule in the location posted.

Schedule: Monday - Friday 8:00 am to 6:00 pm with an on-call rotation

Onsite: Tuesdays, Wednesdays & Thursdays 

Current and future sponsorship are not available for this position

About the Team:

The Service Manager works closely with cross‑functional teams including Incident Management, Engineering, Change, Product, and Client Success to ensure seamless service experience for clients. The team is responsible for overseeing day‑to‑day operational service delivery at FIS managing incidents, risks, service performance, and client communications across complex financial services environments. Together, they act as trusted partners to clients, ensuring service stability, transparency, and continuous improvement.

Own the day‑to‑day operational service relationship for assigned clients, serving as the primary point of accountability for service performance, escalations, and client communication.

Coordinate across internal support, engineering, incident, and change teams to manage incidents, mitigate risk, and ensure contracted service levels are consistently met.

Use service data, trends, and client feedback to drive issue resolution, service improvements, and ongoing operational stability for FIS clients.

What You Bring:

• Experience & Expertise: Experience in Service Delivery, IT Service Management, or client‑facing operational roles, with a strong understanding of incident, problem, change, and SLA management in enterprise environments. Demonstrated ability to manage client escalations, work across cross‑functional technical teams, and communicate effectively at both operational and executive levels.

• Core Skills: Strong ownership mindset, critical thinking, and the ability to prioritize under pressure. Excellent written and verbal communication skills, with the ability to translate technical issues into clear, business‑focused messaging for clients and stakeholders.
• Work Expectations: Standard business hours with participation in an on‑call rotation as needed to support major incidents or escalations; occasional after‑hours or weekend work may be required during service events. Limited travel may be required (generally low and client‑dependent).

Added Bonus if You Have:

• Experience working in financial services or enterprise‑scale environments, supporting mission‑critical systems and regulated clients.
• Familiarity with ServiceNow or similar ITSM platforms, including reporting and performance trend analysis.
• ITIL certification or exposure to formal IT service management frameworks, change governance, or service improvement initiatives.

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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