Service Delivery Manager

Position TypeFull time

Type Of HireExperienced (relevant combo of work and education)Education DesiredBachelor's DegreeTravel Percentage25 - 50%Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology.

Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Job SummaryDirect and control all support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support. What

You Will Be DoingProvides leadership for service delivery team including planning, coaching, recruitment, selection, performance development and mentoring

Monitors staff performance, works with employees to implement goals and document progress

Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools

Manages staff to ensure all duties are performed in an accurate and timely manner

Develops and implements department policies and procedures

Ensures deadlines and production schedules are met and reallocates workloads as necessary

Performs resource planning and allocation and supports direct reports in meeting work requirements

Assesses strengths and development needs of employees and provides challenging assignments and opportunities for development

Manages team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals

Executes company policies and practices and serves as a channel for company communications

Assists in managing the computing environment to protect the production applications critical to the success of the business

Delivers a computer operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets

Assists other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs

Develops and recommends tactical and strategic plans for information processing operations

Identifies and recommends cost-saving and continuous improvement initiatives within the information processing area

Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements

Develops and maintains team standards and procedures that support departmental standards and procedures

Manages internal and external communications/escalations on issues

Understands processing environments for supported products and services

Utilizes variable staffing models, which includes contractor and co-source models, processes/practices

Encourages inter-team, inter-department and inter-organizational team work to accomplish goals and objectives

Other related duties assigned as needed

What You BringRequires IT operations and banking/finance background

Requires strong management, organizational, team building, coaching and mentoring skills

Requires strong business skills, industry knowledge, financial management and planning skills, long-term vision and executive presence

Considerable knowledge of all operations lifecycle phases, e.g., requirements definition, risk management, implementation, deployment, maintenance

Considerable knowledge of IT production administration and operations activities and controls

Knowledge of software development lifecycle (SDLC) methodologies and integrated controls

Technical knowledge of information technology networks, systems, peripherals and software applications

Knowledge of all types of testing, e.g., unit, component, integration, system

Strong knowledge of FIS products and services and business operations

Ability to formulate, implement and evaluate plans, programs and procedures applicable to the information processing operations

Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and/or under extreme conditions

Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels

Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

What We Offer YouA competitive salary and benefits

Work for an organization that champions Inclusion and DiversityA variety of career development tools, resources, and opportunities

Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing ModelRecruitment 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. #pridepass