FIS Looking for Global Head of IT Service Management at Bengaluru, Karnataka, India

FIS; Bengaluru; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company at the forefront of fintech innovation, where you can lead the charge in IT Service Management. This role is pivotal in shaping the global ITSM strategy, ensuring operational excellence, and driving automation through AI. You will manage a dynamic team, develop strategies to meet departmental goals, and negotiate solutions to enhance performance. With a commitment to a diverse and collaborative atmosphere, this is an opportunity to grow your career while making a significant impact in the fintech space. If you're ready to take on a leadership role that challenges and inspires, this could be the perfect fit for you.

Benefits

Flexible work environment

Diverse atmosphere

Professional development resources

Opportunities to volunteer

Competitive salary and benefits

Qualifications

• Bachelor’s degree in Computer Science or related field required.
• Strong leadership background with proven negotiating skills.

Responsibilities

• Manage an assigned team and ensure performance development.
• Develop and monitor policies and procedures for operational efficiency.
• Collaborate with project managers to enhance support.

Skills

Mainframe technology

Open systems hardware/software

Infrastructure design

Project management

Decision-making

Problem-solving

Negotiation skills

Communication skills

Education

Bachelor of Computer Science

Bachelor's degree in information systems

Related technical discipline

Job description

Position Type: Full time

Type Of Hire: Experienced (relevant combo of work and education)

Education Desired: Bachelor of Computer Science

Travel Percentage: 10 – 15%

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About The Team: This is for FIS’s IT Service Management organization, a growing Business Area critical to several pillars of FIS’s key strategies: client-first, zero downtime, and faster delivery strategies.

About The Role: The leader will be responsible for building and governing the global ITSM Strategy, Organization, Processes, and operations. Responsibilities include consolidating the delivery and operation of FIS’s ITSM practice, driving operational excellence, reducing production issues, and automating ITSM processes through automation and AI. The candidate needs a strong leadership background and proven negotiating skills.

What You Will Be Doing:

• Manage an assigned team, including planning, coaching, recruitment, selection, and performance development.
• Monitor staff performance and document progress.
• Manage resources in a cost-effective manner.
• Ensure all duties are performed accurately and timely.
• Plan and maintain efficient operations by designing and evaluating level one operations processes.
• Develop, implement, and monitor policies and procedures.
• Monitor and analyze statistics and adjust schedules to match call volumes.
• Implement production, quality, and customer service standards.
• Identify and resolve problems and implement changes.
• Collaborate with project managers to enhance support and resolve escalations.
• Develop strategies to meet departmental goals.
• Negotiate solutions and resolve conflicts.
• Assist in projecting future operational requirements.
• Collaborate with client support managers for process improvements.
• Lead the development of client support programs.
• Monitor and report key performance indicators.
• Assist in managing technology tools and reports for operational efficiency.
• Other related duties as assigned.

Education Requirements: Bachelor’s degree in computer science, information systems, or a related technical discipline, or equivalent combination of education, training, or work experience.

What You Will Need:

• Knowledge of mainframe technology, open systems hardware/software, and infrastructure design.
• Excellent verbal and written communication skills.
• Strong decision-making, problem-solving, and negotiation skills.
• Proven project management skills.

What We Offer You: At FIS, you can learn, grow, and make an impact in your career. Our benefits include:

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.