Job Description
Job Title
Service Delivery Management Analyst Lead
About the Role
You will lead service delivery management for a portfolio of premium, client-facing accounts, ensuring exceptional service and operational coordination. Acting as the primary point of contact, you will manage communication, escalations, and service performance across internal teams. 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. Presence three days per week.
What You Will Be Doing
• Serve as the primary point of contact for a portfolio of assigned premium clients
• Deliver high-touch, client-facing service aligned to elevated service expectations
• Coordinate across infrastructure, operations, CX, and internal teams to resolve client issues
• Manage escalations, ensuring timely updates, ownership, and resolution accountability
• Troubleshoot service concerns by identifying root ownership and driving resolution paths
• Communicate service status, incidents, and updates clearly and proactively to clients
• Develop and deliver recurring client reports (weekly, biweekly, monthly) on service performance
• Monitor service health, including outages, incidents, and failures, and coordinate responses
• Maintain strong, fast-paced communication across multiple stakeholders and teams
• Build trusted client relationships through responsiveness, transparency, and consistent delivery
Required Qualifications
• Experience in service delivery, client management, or operations coordination roles
• Strong client-facing communication skills with ability to manage executive-level interactions
• Proven ability to manage escalations and drive resolution across cross-functional teams
• Experience coordinating technical and operational teams without direct authority
• Strong problem-solving skills with ability to quickly assess issues and determine next steps
• Ability to manage multiple clients, priorities, and communications simultaneously
• Experience preparing and delivering service performance reports and metrics
• Bachelor's degree or equivalent combination of education and relevant experience
Preferred Qualifications
• 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
What We Offer you
At FIS, you can grow your career as far as you want to take it. Here's what else we offer:
Opportunities to make an impact in fintech
Personal and professional learning
Inclusive, diverse work environment
Resources to give back to your community
Competitive salary and benefits
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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