Fis
Service Delivery Management Analyst Lead
US FL JAX 347
Sponsorship not specifiedDetected 8 days ago
Performance ManagementCommunicationProblem Solving
About the role
- 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.
- This role requires onsite in our Jacksonville, Florida location.
Responsibilities
- Service Delivery Management Analyst Lead
- Acting as the primary point of contact, you will manage communication, escalations, and service performance across internal teams.
- Deliver high-touch, client-facing service aligned to elevated service expectations
- Manage escalations, ensuring timely updates, ownership, and resolution accountability
- Develop and deliver recurring client reports (weekly, biweekly, monthly) on service performance
- Maintain strong, fast-paced communication across multiple stakeholders and teams
- Build trusted client relationships through responsiveness, transparency, and consistent delivery
Requirements
- Experience in service delivery, client management, or operations coordination roles
- Experience coordinating technical and operational teams without direct authority
- Strong problem-solving skills with ability to quickly assess issues and determine next steps
- Experience preparing and delivering service performance reports and metrics
Nice to have
- 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
- At FIS, you can grow your career as far as you want to take it.
- Opportunities to make an impact in fintech
- Inclusive, diverse work environment
- Resources to give back to your community
Compensation
- Competitive salary and benefits
Benefits
- Monitor service health, including outages, incidents, and failures, and coordinate responses
This listing is sourced directly from Fis's careers page and normalized into a canonical job model.