Analyst Lead, Managed Service
About The Position
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. 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.
Requirements
- 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.
- 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.
- 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).
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
