Position Type : Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Commerce / Business
Travel Percentage :
The FIS team are seeking an experienced Service Delivery Manager, to be accountable for the service as well as key projects, to one
or more client accounts. The successful candidate will promote, and be accountable for, the continuous improvement of productivity, service
quality and customer satisfaction.
What you will be doing :
Candidates will manage multiple clients or a single large client and support the Director of Service Delivery Management with defining the best practices for the organization to include policies, procedures, and governance models.
Candidates will work closely with, coordinate and help direct the actions of each functional area of the business and bring them to bear in a
unified manner to assure a seamless and effective delivery of the FIS Managed IT services.
Provide a focus for Service Level Agreement (SLA) management and customer satisfaction across the relevant customer base.
Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
Continuous and demonstrable improvement of productivity.
Ensure that processes are in place to proactively protect consistent service quality, through rigorous management of change
control and acceptance into service procedures, in line with ITIL Service Delivery governance guidance.
Ensure that the resources, capabilities and capacity are in place to meet both existing and new business demand.
Provide expert problem management support to high-profile customer issues, making sure that root-cause analysis is conducted and a corrective action plan is followed through.
Oversee the integration of all service delivery units and improve collaboration within the whole virtual service team, including
other service partners and suppliers, to ensure a seamless end-to-end delivery of service for our clients.
Educate, influence and drive the needs of the Customer into decision making across the FIS service teams.
Work cross-functionally with senior leadership, heads of department and the operations team to help them understand service
gaps / needs.
Bring innovation through new initiatives, based on analysis of existing data (performance against SLAs and Customer feedback) to the service delivery through continuous review.
Ensuring all operational service objectives are delivered on time and in accordance with the requirements of the business.
What you bring :
Relevant managerial experience , including previous Service Delivery Manager experience
Substantial experience in technical services / customer support for insurance / bank clients.
Understanding of IT industry working practices / methodologies ITIL foundation is desirable but not essential.
Knowledge of Treasury Suite or financial services software.
Strong relationship-building skills, with both internal departments and external customers.
Excellent networking skills; ability to navigate organisations and build strong relationships with C-level executives.
Strong organisational, time management and prioritisation skills.
Due to a 24x7 operation, the successful candidate must be willing to participate in out-of-hours support.
Fluent in English required; Mandarin or Cantonese will be much preferred
Experience of coordinating a diverse, matrix team in the resolution of critical incidents.
Financially astute with strong commercial focus applied within a large organisation and with minimum referral to senior Management
What we offer you :
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A variety of career development tools, resources and opportunities
The chance to work on some of the most challenging, relevant issues in financial services & technology
A work environment built on collaboration, flexibility and respect
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For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
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.