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Senior Service Delivery Manager

2 mesi fa

Montà, Italia Fis Fidelity National Information Services A tempo pieno
Job Summary

As a Senior Service Delivery Manager at FIS, you will be responsible for driving the improved FIS EPC solutions to production with our clients while supporting our clients on their current production version. The FIS EPC support is organized per product to provide best-in-class support to our clients.

Key Responsibilities
  • Provides leadership for service delivery teams, including planning, coaching, recruitment, selection, performance development, and mentoring.
  • Monitors staff performance, works with employees to implement goals, and documents progress.
  • Manages resources in a cost-effective and innovative manner, including assisting subordinates in the effective use of resources and tools.
  • Develops and implements department policies and procedures.
  • Ensures deadlines and production schedules are met and reallocates workloads as necessary.
  • Performs resource planning and allocation and supports direct reports in meeting work requirements.
  • Assesses strengths and development needs of employees and provides challenging assignments and opportunities for development.
  • Manages team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.
  • Executes company policies and practices and serves as a channel for company communications.
  • Assists in managing the computing environment to protect the production applications critical to the success of the business.
  • Delivers a computer operations environment that meets all service level agreements, including 24/7 availability, response time parameters, and availability targets.
  • Assists other IT management team members in establishing strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.
  • Develops and recommends tactical and strategic plans for information processing operations.
  • Identifies and recommends cost-saving and continuous improvement initiatives within the information processing area.
  • Ensures all backup and recovery and disaster recovery processes meet or exceed business requirements.
  • Develops and maintains team standards and procedures that support departmental standards and procedures.
  • Manages internal and external communications/escalations on issues.
  • Understands processing environments for supported products and services.
  • Utilizes variable staffing models, including contractor and co-source models, processes/practices.
  • Encourages inter-team, inter-department, and inter-organizational team work to accomplish goals and objectives.
Requirements
  • Bachelor's degree or the equivalent combination of education, training, or work experience.
  • 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, including requirements definition, risk management, implementation, deployment, maintenance.
  • Considerable knowledge of IT production administration and operations activities and controls.
  • Knowledge of software development lifecycle (SDLC) methodologies and integrated controls.
  • Technical knowledge of information technology networks, systems, peripherals, and software applications.
  • Knowledge of all types of testing, including unit, component, integration, and system.
  • Strong knowledge of FIS products and services and business operations.
  • 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 the audience, including executive levels.