At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the team

The Service Delivery Manager will have overall responsibility for Service Management for Prophet Managed Cloud Services customers. The SDM will be responsible for working with key customer stakeholders and with the FIS Managed Services operations and other FIS teams to ensure that the contracted Service Levels are met, service improvement initiatives are implemented, and customer satisfaction levels are high.

What you will be doing:

• Build professional relationships with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities – get things done, make things happen
• Collaborate with senior management on client account management and growth
• Act as a point of focus for the delivery of the service and a point of escalation for operational issues and service-related enquiries
• Engage with Client to understand current and future business requirements
• Working with the client and operations teams to identify and manage service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization
• Ability to follow established best practices for service management and delivery                                      

What you bring:                                                                                                            

• Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience.
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• 5+ years of relevant experience
• Good command in English
• (Optional for separate advert: good command in English and French or German)
• Proven experience in supporting/managing Business Applications in a production environment
• Have a good grasp and understanding of Managed Services Service Levels and contracts
• 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 
• Ability to analyze and solve problems using learned techniques and tools
• Requires human relations, negotiation and documentation skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Flexibility, versatility, dependability
• Insurance experience is a plus
• Nice to have a technical background

What we offer :

• Working in an innovative and flexible environment within an established global company
• Becoming a part of a team of talented experts in banking and payment solutions
• Convenient office location (Warsaw, Wrocław, Poznań)
• Possibility to work completely remotely – till the end of Covid19
• Possibility to work completely/partially remotely after Covid19 – we are open to your needs
• Comprehensive onboarding process
• Flexible working hours and a good work-life balance
• Contract of employment
• Competitive salary with including private health insurance for employees and their family, group life insurance, pension plan 5%
• Language courses within working hours
• On the job coaching and support

Privacy Statement

FIS 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 Model

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.

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