Location
India | India
Job description
Job Description
Service Delivery Manager – Senior
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.
Senior Service Delivery Manager
About Team & Product/Project Details:
Leadership position for CIO Platform Services Team in the Global Delivery Organization to provide strong leadership, mentoring and handle a dynamic 24/7/365 production environment within the Global Data Center Operations.
Platform Service Delivery Leader takes complete ownership and accountability of Production Support operations, application Support and provide strong leadership and mentoring to the team members.
Service Delivery Leader ensure our teams provide 24 x 7 application support for assigned production-related platforms. Monitor software applications, systems and hardware in a computer processing environment identifying and resolving problems in a timely manner to meet service levels and standards for the job.
What you will be doing (Shift Time & Key Roles and Responsibilities):
- Service Delivery Leader ensures we achieve Service Quality Improvements including Product Availability, Service Intelligence, Service Operations and Financial and process Goals and metrics as per the CIO Leadership.
- Service Delivery Leader is responsible
- To build a professional relationship with key client staff
- Successful service delivery - SLA achievement and high level of customer satisfaction
- Collaborate with senior management on Application Platform Services Management and growth
- Prepare and present Performance Dashboard Metrics and improvements
- Remove all obstacles to customer satisfaction and / or financial performance
What you Bring:
- 12 to 20 years of Overall IT Experience including 5+ years of Experience in Delivery Management, Production Support Leadership and Key Escalation contact in a 24x7x365 environment
- Strong knowledge in Banking and Payments Domain.
- 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
- Technical knowledge of information technology networks, systems, peripherals and software applications
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
- Advanced process knowledge & experience with ITIL Framework
- Certifications like ITIL Intermediate, PMP
- Experience with a Problem/Incident/Change Management processes tool such as Service Now
- Ensure strong focus on Clients (BU Managers) and help in resolving Challenges and contribute to BU Accomplishments.
- On Time Delivery with highest quality and in line with Organizational Process / Product metrics and Goals
What We offer You:
- A range of benefits designed to help support your lifestyle and wellbeing
- A multi-faceted job with a broad spectrum of responsibilities
- An international work environment and a dedicated and innovative 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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