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myGwork - LGBTQ+ Business Community Is Hiring A Senior Service Delivery Manager

This inclusive employer is a member of myGwork the largest global platform for the LGBTQ+ business community.

Position Type : Full time

Type Of Hire : Experienced (relevant combo of work and education)

Education Desired : Bachelor of Commerce/Business

Travel Percentage : 5 - 10%

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.

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

  • Develops strong working relationships with assigned clients and FIS resources.
  • Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.
  • Manages and communicates expectations internally and externally.
  • Manages the service component of the client relationship.
  • Conducts service value reviews.
  • Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items.
  • Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.
  • Acts as an escalation point between client and request desk.
  • Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.
  • Engage with Client to understand current and future business requirements
  • Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) misses and contacts appropriate product area if misses fall within guidelines of a contractual penalty.
  • In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt.
  • Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
  • Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
  • May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
  • Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
  • Other related duties assigned as needed

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 service delivery manager experience
  • Effectively bilingual in English and Korean
  • Proven experience in supporting/managing Business Applications/ Managed Services 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

  • Competitive salary
  • Attractive benefits
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A modern, international work environment and a dedicated and motivated team

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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