Analyst Sr Lead, Managed Service (Service Delivery Manager)

3M HEALTHCARE; Jacksonville (FL); Hybrid; USD 95,000 - 130,000; Full time

Job summary

FIS in Jacksonville is seeking a Managed Services Senior Lead Analyst (Service Delivery Manager) to oversee service delivery for strategic clients, build strong relationships, and escalate incidents with minimal business impact.

This full‑time, hybrid role requires coordinating with internal teams, conducting service reviews, driving SIPs, and ensuring SLA attainment during core market hours. Onsite hours are Tuesday, Wednesday, and Thursday in Jacksonville, 8am–5pm EST.

Qualifications

• Bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting, MIS/IT/CIS, or Engineering.
• Excellent communication, analytical, and customer service skills.
• Dynamic and energetic personality with entrepreneurial spirit.
• Excellent interpersonal and organizational skills (team player).
• Ability to absorb new concepts quickly, think independently, and demonstrate keen problem‑solving ability.
• Ability to convey complex concepts in a clear and understandable format.
• Proficiency in all Microsoft Office applications.
• Ability to multitask and prioritize workload with minimal supervision.

Responsibilities

• Manage the service delivery component of the client relationship and resolve key issues.
• Serve as primary escalation point for daily activities and oversee operational tasks.
• Conduct regular Service Reviews focused on performance, SLA attainment, and SIPs.
• Identify opportunities to improve BAU service using metrics and feedback; track SIP progress.
• Collaborate with Major Incident Management during incidents and ensure SLA‑aligned recovery.
• Communicate with executives and clients to maintain engagement during incident recovery.
• Support Problem Management with root cause analyses and distribute RCA reports.
• Participate in change governance to manage change conflicts and forward schedules.
• Support client service requests, manage expectations, escalate if SLAs are threatened.
• Provide on‑call escalation support for clients.

Skills

Excellent communication

Analytical skills

Customer service

MS Office proficiency

Multitasking

Independent problem solving

Explain complex concepts clearly

Education

Bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting, MIS/IT/CIS, or Engineering

Job description

About the Role

The Managed Services Senior Lead Analyst (Service Delivery Manager) position within the Securities Processing Client Experience team manages the operational and service components of the relationship for a set of strategically important clients. This includes building strong relationships with client contacts, working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service, conducting service value reviews, and driving improvements to service and client relationships. The role serves as a senior point of escalation during service disruptions, ensuring incidents are managed decisively, communicated clearly, and resolved with minimal business impact.

This is a full‑time, hybrid position with onsite hours on Tuesday, Wednesday, and Thursday in the FIS Jacksonville office during core market hours of 8am to 5pm EST. Current and future sponsorship are not available for this position.

Responsibilities

• Manage the service delivery component of the client relationship and facilitate meetings with key internal business areas to address and resolve key issues impacting the client.
• Act as the primary escalation point for daily activities with an oversight into operational activities on a day‑to‑day basis.
• Conduct regular Service Reviews with client(s) focused on the operational performance, SLA attainment, operational issues, and/or ongoing client service improvement plans (SIPs).
• Implement service improvements and identify opportunities to improve operational BAU service using metrics, performance trends, and customer feedback to collate client SIPs and work with internal stakeholders to monitor and track progress.
• Collaborate with Major Incident Management during incident runtime, escalating where necessary and ensuring recovery is achieved within SLA.
• Manage executive‑level and client communication to ensure enhanced engagement during incident recovery.
• Support Problem Management during root cause analysis reviews, escalating where necessary, and review & tailor RCA reports for client view and distribute to client(s).
• Participate in change governance to review and identify any change conflicts or areas of concern for the client, communicate the forward schedule of change for clients, and seek technical expertise to avoid potential change conflicts.
• Support client service requests with oversight into the nature of the request, manage client expectations, and liaise with internal support teams for fulfilment. Escalate when client satisfaction or SLAs are threatened.
• Provide on‑call escalation support for clients.

Qualifications

• Bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting, MIS/IT/CIS, or Engineering.
• Excellent communication, analytical, and customer service skills.
• Dynamic and energetic personality with entrepreneurial spirit.
• Excellent interpersonal and organizational skills (team player).
• Ability to absorb new concepts quickly, think independently, and demonstrate keen problem‑solving ability.
• Ability to convey complex concepts in a clear and understandable format.
• Proficiency in all Microsoft Office applications.
• Ability to multitask and prioritize workload with minimal supervision.

Preferred Qualifications

• Background in Capital Markets/back‑office systems.
• Client Support background with experience working with users and troubleshooting issues.
• Strong technical skillset (e.g., working with complex programs, knowledge of development lifecycle, etc.).

Benefits

• A voice in the future of fintech.
• Always‑on learning and development.
• Collaborative work environment.
• Opportunities to give back.
• Competitive salary and benefits.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here; supplemental documents are available here. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.