EMPOWERING YOUR CAREER

We are looking for a Service Delivery Manager

to join our team in Chertsey, England, United Kingdom

  • Competitive
  • Chertsey, England, United Kingdom
  • Permanent, Full time
  • FIS Global
  • 2018-05-20

Position Overview:

The Service Delivery Manager (SDM) will have overall responsibility for Service Management for FIS Managed Services customers. The SDM will be responsible for working with key customer stakeholders and with the FIS MS operations and other FIS teams to ensure contractual compliance and ensuring the Change Request process is followed, that the contracted Service Levels are met, service improvement initiatives are implemented and customer satisfaction levels are high.

Key Duties & Responsibilities:

• Build professional relationships with key client staff (Key operational contacts and also establish relationships with Senior Managers within the client organization)
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitor overall performance of services
• Good communication around issues and opportunities - get things done, make things happen
• Monitor contractual compliance and identify and manage the Change Request process
• Ensure operations teams are aware of changes and are prepared
• Monitor the billing and coordinate with Finance to ensure that the client is being billed appropriately
• Work with client and FIS stakeholders to Identify key operational and business risks that impact the engagement
• Responsible for Service reporting/trend analysis and sponsoring service delivery meetings withassigned clients
• Follow up, understand and suggest remediation if service delivery is not meeting expectations
• Provide feedback towards continuous service improvement and work collaboratively with the client and operations teams to identify and manage service improvement activities
• Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Remove all obstacles to customer satisfaction and / or financial performance
• Communicate across organizational boundaries - from engineers through to senior managers
• Looking out for client's and FIS's long-term interests
• Identify new opportunities for growth within designated accounts and collaborate with FIS senior management and sales on client account management and growth
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization

Key Skills:

• Ability to follow established best practices for service management and delivery
• The person should have experience supporting/managing Business Applications in a production environment
• Have a good grasp and understanding of Managed Services Service Levels and contracts including commercials.
• Ability to work in a matrix organization and work and lead cross functional teams to meet customer/project objectives
• Excellent communication and interpersonal skills with the ability to develop and maintain relationships across various levels within the customer organization
• Good knowledge of ITIL required
• Knowledge of Service Management tools such as Service Now required
• 7+ years of relevant experience
• Technical background required
• Financial Services or insurance Industry experience a plus

Success in this role will be driven and measured by, Client Service Satisfaction, Contractual Compliance, and Revenue protection.

Interested to find out more? Apply now to become part of the FIS team! We look forwards to recieving your application.

Chertsey, England, United Kingdom Chertsey England GB