Analyst Lead, Managed Service

FIS•Jacksonville, FL

6d•Hybrid

About The Position

FIS Auto & Equipment Finance supports mission-critical lending operations for leading finance organizations. The Services Manager (historically known as a Service Delivery Manager / SDM) is a client-facing service leader responsible for the operational ITSM service delivery component of the client relationship ensuring reliable service performance, strong governance, and continuous improvement. In this role, you serve as an advocate for the client, mobilizing internal teams to meet service level commitments and objectives, partnering closely with Client Success, and acting as a senior escalation point during service disruptions. This is a full-time position with a required hybrid schedule in the posted location. Current and future sponsorship is not available for this position.

Requirements

Experience in IT service delivery / ITSM (managed services, service management, service delivery governance) in a client-facing environment.
Demonstrated ability to manage SLA performance, lead service reviews, and drive cross-functional execution of service improvements.
Hands-on experience supporting major incidents, problem management / RCA, and change governance in a structured operating model.
Strong stakeholder leadership and executive-ready communication skills; ability to translate operational complexity into clear client impacts, plans, and updates.

Nice To Haves

5+ years’ experience with FIS Auto Finance (or comparable auto lending platforms), supporting end-to-end loan lifecycle operations
Mainframe systems experience (e.g., IBM z/OS) in support/operations environments
Demonstrated strength in client/stakeholder relationship management, including executive-level communication and expectation management

Responsibilities

Own the service delivery component of the client relationship and build strong working relationships with key client stakeholders.
Lead a structured governance cadence, including regular Service Reviews focused on operational performance, SLA attainment, operational issues, and Service Improvement Plans (SIPs).
Partner with Client Success to ensure alignment between service performance, client expectations, and measurable outcomes.
Facilitate internal and external stakeholder meetings to review performance metrics, risks, and priorities.
Act as the primary escalation point for day-to-day operational activity, maintaining oversight of ticket status and service health (availability/performance).
Drive prioritization and escalation of issues with a focus on reducing time to restore/resolve and maintaining the ticket backlog at an acceptable level.
Maintain broad awareness across ticket queues and ensure timely, clear client communications and expectation management.
Provide operational reporting and updates to clients and internal stakeholders.
Collaborate with Major Incident Management during incident runtime—escalating when needed and ensuring recovery is achieved within SLA.
Lead clear, executive-ready communications to clients and internal leadership during incidents, ensuring decisive management and minimal business impact.
Support Problem Management during root cause analysis reviews, escalating where necessary.
Review, tailor, and distribute client-ready RCA documentation and drive follow-through on aging problems and RCA completion.
Participate in change governance to identify potential conflicts and risks for the client.
Communicate forward schedules of change to clients and coordinate technical expertise to prevent change collisions.
Ensure change activity is executed in a safe, risk-aware manner with appropriate client communications.
Identify opportunities to improve BAU service using metrics, performance trends, and client feedback.
Own client SIP initiatives, coordinating stakeholders across delivery to execute actions, monitor progress, and deliver measurable improvement.
Provide on-call escalation support for clients as required.