Account Manager

TRS Recovery Services; Lincoln (NE); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fuel Your Life program

Paid holidays and generous time away

Mental health support

Job summary

Fiserv is seeking an Account Manager to improve IT service delivery for clients, coordinating with technology and service delivery teams to analyze performance and resolve escalations. You will support reliable service, client satisfaction, and timely issue resolution on-site in Lincoln, NE.

Responsibilities include leading service management processes, evaluating performance, and developing improvement plans with cross-functional teams.

Qualifications

• 4+ years of IT service management experience supporting incident, problem, change, or service delivery processes.
• Experience analyzing service performance metrics and documenting improvement actions.
• Experience coordinating escalated client issues through resolution in a technology environment.

Responsibilities

• Lead service management processes to ensure consistent delivery and timely issue resolution.
• Evaluate performance using metrics and incident trends to identify gaps.
• Develop improvement plans with technology, operations, and client teams.
• Coordinate escalated client issues with updates, timelines and owners.
• Document needs and communicate updates to maintain client relationships.

Skills

IT Service Management

Incident & Problem handling

Change Management

Service Delivery

Client Relations

Education

Bachelor's degree

Tools

ServiceNow

Ticketing Systems

Reporting Tools

Job description

Calling all innovators - find your future at Fiserv.

We\'re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we\'re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Account Manager

About your role:

As a Account Manager, you will improve IT service delivery processes that support client interactions and operational outcomes. You will work with technology, service delivery, and client-facing teams to analyze performance, resolve escalations, and support consistent service management practices. Your work helps improve service reliability, client satisfaction, and issue resolution.

What you\'ll do:

• Lead service management processes that support consistent delivery, timely issue resolution, and client satisfaction.


• Evaluate service delivery performance using operational metrics, incident trends, and problem management data.


• Develop service improvement plans with technology, operations, and client-facing teams.


• Manage escalated client issues through resolution by coordinating updates, owners, timelines, and follow-up actions.


• Maintain client relationships by documenting needs, tracking commitments, and communicating service updates.


• Apply Information Technology Infrastructure Library practices to incident, problem, change, and service delivery processes.


• Share service management practices with team members through documented procedures and process guidance.

Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you\'ll need to have:

• 4+ years of experience in IT service management supporting incident, problem, change, or service delivery processes.


• Experience analyzing service performance metrics, identifying process gaps, and documenting improvement actions.


• Experience coordinating escalated client or stakeholder issues through resolution in a technology environment.


• Experience using service management platforms, ticketing systems, or reporting tools to manage operational workflows.


• Experience applying Information Technology Infrastructure Library practices in incident, problem, or service delivery management.


• Bachelor\'s degree, or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience with ServiceNow.


• Information Technology Infrastructure Library certification or equivalent service management certification.


• Experience managing project plans, milestones, risks, and status reporting for service improvement initiatives.


• Familiarity with cloud technology concepts used in enterprise service delivery environments.

How you\'ll work:

This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.

Travel:

This role requires occasional travel (up to 10%).

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.


• Paid holidays and generous time away policies.


• No-cost mental health support through Employee Assistance Programs.


• Living Proof program to recognize your peers\' extra effort with points redeemable for rewards.


• Eight Employee Resource Groups to foster a collaborative culture and expand your network.


• Unparalleled professional growth with training, development, and internal mobility opportunities.


• Medical, dental, vision, life, and disability insurance options available from day one.


• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.


• Tuition assistance and reimbursement program.


• Paid parental and military leave.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.