Service Delivery Manager (m/w/d) - FIS

Role Overview

As a Service Delivery Manager at FIS, you will be the primary point of contact for our clients, responsible for managing the services they have commissioned and ensuring their quality. Your role involves managing contractually agreed services, Service Level Agreements (SLAs), and continuously optimizing service quality. The goal is to ensure smooth daily operations, consistently improve services, and maintain a stable and trusting customer relationship.

A Day in the Life

Your day-to-day activities will include:

• Ensuring compliance with contracts and SLAs for business-critical applications, identifying and mitigating risks to avoid penalties.
• Maintaining close customer relationships and ensuring the highest level of operational service.
• Coordinating and collaborating with service delivery teams to ensure successful service delivery.
• Serving as the central point of contact for all levels of customer management and handling escalations and complaints.
• Conducting regular status meetings with customers to discuss important topics, review projects, and advise on available service offerings.
• Managing customer satisfaction and overseeing contractually agreed services, projects, and programs.
• Ensuring adherence to deadlines and production schedules, reorganizing workloads as needed.
• Managing resources cost-effectively, supporting employees in using resources and tools effectively.
• Implementing continuous improvements in collaboration with customers to maximize profit and improve satisfaction.

Why Frankfurt, Munich, and Nuremberg?

Frankfurt, Munich, and Nuremberg are key financial and technological hubs in Germany. These locations offer:

• Access to a large pool of talented professionals.
• Proximity to major financial institutions and technology companies.
• Excellent infrastructure and transportation links.
• A high quality of life with numerous cultural and recreational opportunities.
• A strong economy and stable political environment.

Working in these cities provides opportunities for professional growth and personal enrichment.

Career Path

At FIS, we are committed to providing opportunities for career advancement. As a Service Delivery Manager, you can progress to:

• Senior Service Delivery Manager: Leading larger and more complex client accounts.
• Client Service Director: Overseeing multiple Service Delivery Managers and client relationships.
• Program Manager: Managing large-scale projects and programs.
• Account Executive: Focusing on business development and expanding client relationships.
• Leadership roles within the Service Management organization.

Salary & Benefits

The estimated salary range for this position is between EUR 80,000 and EUR 120,000 per year, depending on experience and qualifications. FIS also offers a comprehensive benefits package, including:

• Comprehensive health insurance
• Paid time off
• Retirement plan
• Employee stock purchase plan
• Professional development opportunities
• Tuition reimbursement
• Life insurance
• Disability insurance
• Flexible work arrangements
• Employee assistance program
• Wellness programs

FIS Culture

At FIS, we foster a culture of innovation, collaboration, and continuous learning. We value our employees and provide a supportive environment where they can grow and develop their careers. We are committed to diversity and inclusion and believe that our diverse workforce is one of our greatest strengths.

How to Apply

To apply for the Service Delivery Manager position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and qualifications.

Frequently Asked Questions (FAQ)

1. What is the role of a Service Delivery Manager at FIS?

   A Service Delivery Manager at FIS is the primary point of contact for clients, responsible for managing the services they have commissioned and ensuring their quality.

2. What qualifications are required for this position?

   A Bachelor's or Master's degree in Computer Science, Business Administration, or a related field, along with experience in service management and customer communication, is required.

3. What are the key responsibilities of a Service Delivery Manager?

   Key responsibilities include ensuring compliance with contracts and SLAs, maintaining close customer relationships, coordinating with service delivery teams, and managing escalations.

4. What skills are important for success in this role?

   Important skills include service management, customer communication, IT service delivery, risk management, and budget management.

5. What career opportunities are available at FIS?

   FIS offers opportunities for career advancement, including roles such as Senior Service Delivery Manager, Client Service Director, and Program Manager.

6. What benefits does FIS offer?

   FIS offers a comprehensive benefits package, including health insurance, paid time off, a retirement plan, and professional development opportunities.

7. What is the work environment like at FIS?

   FIS fosters a culture of innovation, collaboration, and continuous learning, with a focus on diversity and inclusion.

8. How can I apply for this position?

   You can apply for the Service Delivery Manager position by submitting your resume and cover letter through our online application portal.

9. Is ITIL certification required?

   ITIL certification is a plus but not mandatory.

10. What is the salary range for this position?

    The estimated salary range for this position is between EUR 80,000 and EUR 120,000 per year, depending on experience and qualifications.