Service Delivery Manager

FIS • Jacksonville, FL

24d • Hybrid

About The Position

The Systematics ASP Client Support Governance Lead coordinates client-facing support governance, ticket prioritization, backlog health, operational communications, and cross-functional follow-through for Systematics ASP services. This role ensures client-impacting work has clear ownership, accurate status, measurable next steps, and proactive escalation prevention across technical, operational, project, client-facing, and external partner teams.

Requirements

• Experience coordinating IT operations, application support, client support, incident management, service request management, or production support governance.
• Strong knowledge of ticket management practices, backlog governance, prioritization, status reporting, and stakeholder follow-up.
• Ability to work across technical, operational, project, and client-facing teams to clarify ownership, remove blockers, and drive closure.
• Strong written and verbal communication skills with the ability to translate technical status into clear client and leadership updates.
• Proficiency with ServiceNow or similar ITSM tools, Microsoft Excel, reporting, and operational tracking mechanisms.

Nice To Haves

• Experience supporting Systematics, ASP-hosted environments, banking platforms, file transmission, batch operations, change management, or client implementation support.
• Experience building dashboards, backlog reports, aging reports, or operational health metrics.
• Familiarity with incident root cause analysis, continuous improvement, problem management, and proactive reliability practices.
• Ability to identify automation opportunities that reduce manual follow-up and improve support consistency.

Responsibilities

• Own recurring support governance, including agenda preparation, ticket prioritization, SNOW/status alignment, decision tracking, action item closure, and post-meeting follow-up.
• Monitor backlog health and proactively resolve aging, stalled, blocked, or ownerless tickets by ensuring each priority item has a clear owner, next step, blocker status, and target date.
• Coordinate across ASP Operations, MIT, CSO, Professional Services, application teams, SMEs, and external partners to clarify ownership, remove blockers, prevent handoff gaps, and drive timely resolution.
• Prepare and coordinate accurate client-facing communications for ticket status, outages, maintenance, service impacts, project milestones, approvals, testing needs, blockers, and target dates.
• Maintain visibility into high-priority, regulatory, client experience, revenue-impacting, and expense-reduction items to support effective prioritization.
• Produce recurring reporting on backlog aging, throughput, priority trends, approvals, blockers, capacity constraints, and recurring issue patterns.
• Identify opportunities to reduce manual tracking, improve SNOW data quality, standardize reporting, automate alerts, and eliminate root causes of repeated support issues.
• Support operational readiness for projects and changes by coordinating documentation, validation needs, dependency tracking, and Day 2 support expectations.

Benefits

• A modern, international work environment and a dedicated, motivated team.
• A broad range of professional education and personal development opportunities.
• The chance to work on challenging, relevant issues in financial services and technology.
• A work environment built on collaboration, flexibility, and respect.
• Varied and challenging work that helps you grow your product, functional, domain, and leadership skillset.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed