Job Description
Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we’d like to know: Are you FIS?
About the role:
The Service Delivery Manager Specialist is a senior-level role responsible for driving strategic service delivery excellence across complex client environments. This position goes beyond operational oversight, focusing on governance leadership, proactive risk management, and executive-level client engagement. The Specialist will lead initiatives that enhance service performance, ensure regulatory compliance, and foster innovation in delivery processes.
What You Will Be Doing
- Lead Strategic Client Engagement
- Build and maintain executive-level relationships with assigned clients and internal FIS leadership, acting as a trusted advisor on service delivery strategy and transformation initiatives.
- Drive Financial Governance and Performance
Oversee complex financial management activities, including forecasting, revenue optimization, and advanced analytics on service-level credits and billing accuracy. Ensure compliance with contractual obligations and regulatory standards. - Own Service Delivery Governance
Manage end-to-end service delivery for high-value clients, including SLA adherence, risk mitigation, and proactive trend analysis. Implement predictive measures to prevent service disruptions. - Conduct Executive Service Reviews
Facilitate quarterly governance sessions and strategic service value reviews, presenting performance insights, improvement plans, and innovation opportunities. - Champion Client Education and Enablement
Develop advanced client enablement programs, guiding stakeholders on FIS processes, self-service tools, and best practices for operational efficiency. - Lead Escalation and Crisis Management
Serve as the highest escalation point for critical incidents, coordinating cross-functional teams to ensure rapid resolution and client confidence. - Oversee Complex Change and Project Commitments
Govern multi-stream project commitments, validate technical designs, monitor environment readiness, and ensure accurate billing and milestone achievement. - Identify Growth and Innovation Opportunities
Partner with Relationship Managers to uncover strategic opportunities for additional services, automation, and process optimization. - Regulatory and Risk Oversight
Ensure compliance with industry regulations, lead contingency planning, and drive business continuity strategies for mission-critical services. - Client Experience Leadership
Influence client loyalty programs by analyzing feedback trends, developing action plans for improvement, and driving initiatives that enhance overall client satisfaction.
What you will need:
Bachelor’s degree in information technology, Business Administration, or related field (Master’s preferred).
- 8+ years in IT service delivery or operations management, with at least 3 years in a senior or specialist role.
- Proven track record managing complex, multi-region service environments.
- Experience with ITIL frameworks and regulatory compliance in financial services or similar industries.
Technical Skills:
- Strong understanding of infrastructure, application support, and cloud technologies.
- Proficiency in service management tools (e.g., ServiceNow) and data analytics platforms.
Core Competencies
- Strategic Thinking: Ability to align service delivery with business objectives and regulatory requirements.
- Leadership: Skilled in mentoring, influencing cross-functional teams, and driving organizational change.
- Analytical Skills: Expertise in interpreting performance data and implementing improvement strategies.
- Communication: Exceptional ability to engage with executive stakeholders and present complex information clearly.
- Problem-Solving: Advanced capability to manage high-pressure incidents and develop contingency plans.
Preferred Certifications
- ITIL Expert or Managing Professional
- PMP or equivalent project management certification
- Cloud certifications (AWS, Azure) a plus
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 providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $106,800.00 - $179,430.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.
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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