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Jacksonville, Florida, United States · On-site
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Jacksonville, Florida, United States · On-site
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Jacksonville, Florida, United States · On-site
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Jacksonville, Florida, United States · On-site
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Jacksonville, Florida, United States · On-site
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Lead service delivery for premium client accounts, acting as the primary point of contact for communication and escalations. Coordinate across internal technical and operational teams to resolve issues and deliver high-touch client experiences.
Requires experience in service delivery or operations coordination with strong executive-level communication skills. A bachelor's degree or equivalent experience is required, with a preference for backgrounds in financial or banking services.
Job Title
Service Delivery Management Analyst Lead
Intro:
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 Role
You will lead service delivery management for a portfolio of premium, client-facing accounts, ensuring exceptional service and operational coordination. Acting as the primary point of contact, you will manage communication, escalations, and service performance across internal teams. This role focuses on delivering a high-touch, “silk glove” client experience while ensuring issues are resolved efficiently. Success is measured by client satisfaction, responsiveness, and the ability to coordinate timely solutions across complex environments.
What You Will Be Doing
• Serve as the primary point of contact for a portfolio of assigned premium clients
• Deliver high-touch, client-facing service aligned to elevated service expectations
• Coordinate across infrastructure, operations, CX, and internal teams to resolve client issues
• Manage escalations, ensuring timely updates, ownership, and resolution accountability
• Troubleshoot service concerns by identifying root ownership and driving resolution paths
• Communicate service status, incidents, and updates clearly and proactively to clients
• Develop and deliver recurring client reports (weekly, biweekly, monthly) on service performance
• Monitor service health, including outages, incidents, and failures, and coordinate responses
• Maintain strong, fast-paced communication across multiple stakeholders and teams
• Build trusted client relationships through responsiveness, transparency, and consistent delivery
Required Qualifications
• Experience in service delivery, client management, or operations coordination roles
• Strong client-facing communication skills with ability to manage executive-level interactions
• Proven ability to manage escalations and drive resolution across cross-functional teams
• Experience coordinating technical and operational teams without direct authority
• Strong problem-solving skills with ability to quickly assess issues and determine next steps
• Ability to manage multiple clients, priorities, and communications simultaneously
• Experience preparing and delivering service performance reports and metrics
• Bachelor’s degree or equivalent combination of education and relevant experience
Preferred Qualifications
• Experience supporting financial services, treasury services, or banking operations
• Familiarity with service management tools and incident tracking platforms
• Experience working in high-touch or premium client service environments
• Knowledge of service level agreements and performance management practices
What We Offer you
At FIS, you can grow your career as far as you want to take it. Here’s what else we offer:
Opportunities to make an impact in fintech
Personal and professional learning
Inclusive, diverse work environment
Resources to give back to your community
Competitive salary and benefits
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.
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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.
#pridepass
Unlocking financial technology. Bringing the world’s money into harmony. At FIS, we advance the way the world pays, banks, and invests. With decades of expertise, we provide financial technology solutions to financial institutions, businesses, and developers. Headquartered in Jacksonville, Florida, we’re a proud member of the Fortune 500® and the Standard & Poor’s 500® Index. Let's innovate together.
Offices: 601 Riverside Ave, Jacksonville, FL 32202, US · Little Rock , Arkansas, US · Rose Street, Edinburgh, Scotland EH2 2PR, GB · 200 Campus Dr, Collegeville, PA 19426, US · Chino Roces Ave Ext 2305, Makati, National Capital Region, PH
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