FIS

Service Delivery Manager

FIS • $90K — $110K *
Jay, FL 32565In-Person
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5-7 years in IT operations, application support, or incident management.
  • In-depth understanding of ticket management and prioritization processes.
  • Proven ability to collaborate across technical and client-facing teams.
  • Excellent communication skills for translating technical updates to stakeholders.
  • Proficient with ServiceNow or similar ITSM platforms and reporting tools.

Responsibilities

  • Own and execute support governance processes including ticket prioritization and follow-ups.
  • Monitor and address issues in ticket backlog to ensure clear ownership and drive resolution.
  • Coordinate operations and communication across multiple teams to remove blockers and enhance workflows.
  • Ensure timely and accurate client communications regarding service impacts and project updates.
  • Generate reports on backlog performance, capacity constraints, and priority trends to inform decision-making.
  • Identify and implement improvements in tracking and reporting to streamline operations.
  • Support project readiness through documentation and dependency tracking.

Benefits

  • Modern international work environment with a dedicated team.
  • Opportunities for professional education and personal development.
  • Engagement with challenging issues in financial services and technology.
  • Collaborative and flexible workplace culture.
  • Varied work that fosters growth in skills and leadership.
Full Job Description
Job Description

Current and future sponsorship are not available for this position

Jacksonville, FL Hybrid (three days in-office, two days virtual)

About the role

The Systematics ASP Client Support Governance Lead coordinates client-facing support governance, ticket prioritization, backlog health, operational communications, and cross-functional follow-through for Systematics ASP services. This role ensures client-impacting work has clear ownership, accurate status, measurable next steps, and proactive escalation prevention across technical, operational, project, client-facing, and external partner teams.

What you will be doing

  • Own recurring support governance, including agenda preparation, ticket prioritization, SNOW/status alignment, decision tracking, action item closure, and post-meeting follow-up.
  • Monitor backlog health and proactively resolve aging, stalled, blocked, or ownerless tickets by ensuring each priority item has a clear owner, next step, blocker status, and target date.
  • Coordinate across ASP Operations, MIT, CSO, Professional Services, application teams, SMEs, and external partners to clarify ownership, remove blockers, prevent handoff gaps, and drive timely resolution.
  • Prepare and coordinate accurate client-facing communications for ticket status, outages, maintenance, service impacts, project milestones, approvals, testing needs, blockers, and target dates.
  • Maintain visibility into high-priority, regulatory, client experience, revenue-impacting, and expense-reduction items to support effective prioritization.
  • Produce recurring reporting on backlog aging, throughput, priority trends, approvals, blockers, capacity constraints, and recurring issue patterns.
  • Identify opportunities to reduce manual tracking, improve SNOW data quality, standardize reporting, automate alerts, and eliminate root causes of repeated support issues.
  • Support operational readiness for projects and changes by coordinating documentation, validation needs, dependency tracking, and Day 2 support expectations.


What you bring

  • Experience coordinating IT operations, application support, client support, incident management, service request management, or production support governance.
  • Strong knowledge of ticket management practices, backlog governance, prioritization, status reporting, and stakeholder follow-up.
  • Ability to work across technical, operational, project, and client-facing teams to clarify ownership, remove blockers, and drive closure.
  • Strong written and verbal communication skills with the ability to translate technical status into clear client and leadership updates.
  • Proficiency with ServiceNow or similar ITSM tools, Microsoft Excel, reporting, and operational tracking mechanisms.


Bonus if you have

  • Experience supporting Systematics, ASP-hosted environments, banking platforms, file transmission, batch operations, change management, or client implementation support.
  • Experience building dashboards, backlog reports, aging reports, or operational health metrics.
  • Familiarity with incident root cause analysis, continuous improvement, problem management, and proactive reliability practices.
  • Ability to identify automation opportunities that reduce manual follow-up and improve support consistency.


What we offer you

  • A modern, international work environment and a dedicated, motivated team.
  • A broad range of professional education and personal development opportunities.
  • The chance to work on challenging, relevant issues in financial services and technology.
  • A work environment built on collaboration, flexibility, and respect.
  • Varied and challenging work that helps you grow your product, functional, domain, and leadership skillset.


About FIS

Fidelity National Information Solutions is the nation’s most comprehensive source for real estate-related data, technology solutions.

FIS Careers

Join the vibrant team at FIS, a global leader in financial services technology. With a workforce of over 55,000 worldwide, FIS fosters a culture of innovation and leadership, offering unmatched opportunities for growth and professional development. Work You’ll Do At FIS, we empower the financial world with cutting-edge technology solutions, and we need your unique skills to help us redefine the future of finance. Whether you're looking for a position in software development, project management, or client services, FIS offers a dynamic range of job opportunities. Transform the Industry Be part of a team that is at the forefront of driving innovation in banking, payments, capital markets, and wealth management. FIS is where finance meets technology. By joining us, you will not only transform businesses but shape the way the world uses money. Innovative Work Environment FIS is committed to fostering a workplace where diverse perspectives and experiences are welcomed and respected. With diversity training and leadership programs, employees are encouraged to thrive both personally and professionally. Our commitment to diversity and inclusion is integral to our mission to empower the world with better financial technology. Career Growth and Development FIS believes in nurturing talent and leadership from within. With a plethora of training programs, workshops, and seminars, FIS is dedicated to your career advancement. From internships to leadership roles, your journey at FIS is filled with endless possibilities. Our robust networking events and professional development sessions ensure you have the tools to succeed in your career. Benefits and Culture Choosing a career at FIS means joining a family that values work-life balance and offers substantial benefits. Enjoy health, vision, and dental insurance, competitive retirement plans, and generous paid time off. Our culture promotes not just professional growth but personal well-being. Join Our Team Explore the numerous job opportunities at FIS where your skills can lead to meaningful outcomes. We are continuously hiring curious, creative, and motivated individuals who are ready to drive change in the fintech industry. Stay Connected Keep up to date with the latest in career opportunities and company news by joining our FIS Careers Network. Tailor your job search with personalized alerts and get insider tips that can help you craft the perfect resume and ace your interviews. Discover how your career can flourish by joining a team that’s dedicated to redefining the financial services landscape. Search FIS jobs today and see where your ambition can take you! [SEARCH FIS JOBS] Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. [READ CAREERS BLOG] Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at FIS.
Learn more about FIS
Size
65,000 employees
Market Cap
$39.7 billion
Industry
Finance & Insurance
Net Income
$158 million
Founded
1968
5 Year Trend
+9.5%
Revenue
$12.5 billion
NASDAQ
FIS
* Ladders Estimates

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