Service Delivery Manager

  • Competitive
  • Melbourne, Victoria, Australia
  • Permanent, Full time
  • FIS Global
  • 20 Feb 19

Service Delivery Manager

About the team:
The client services team provides support to multiple client-facing financial technology products.

What you will be doing:

  • Developing strong working relationships with assigned clients and FIS resources
  • Managing the service component of the client relationship through onsite and phone/email support ensuring the service provided meets or exceeds client expectations
  • Acting as an escalation point between client and internal parties and ensuring the relationship between FIS and clients is continually strengthened through accessibility, responsiveness and a commitment to understanding the clients' business needs
  • Monitoring and reporting monthly service level performance and impacts and identifying possible trends in service level agreements
  • Identifying and highlighting opportunities for professional services with existing clients and promoting awareness of service offerings and providing expertise and support
  • Managing incident and BAU requirements
  • Identifying efficiency improvements across the team and the organization

What you bring:
  • Previous experience in a Client Services/ Service Delivery Management role
  • Experience in the financial services industry
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
  • Knowledge of the processes, phases, and roles relevant to common development methodologies
  • Ability to demonstrate a high level of critical thinking to manage incidents in a timely way
  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
  • Excellent problem-solving, team, and time management skills

Added bonus if you have:
  • Been operating in the credit card industry

What we can offer you:
  • A multi-faceted job with a high degree of responsibility and broad spectrum of opportunities
  • A competitive salary
  • A work environment built on collaboration, flexibility and respect