Governance & Service Delivery Lead

FIS; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

FIS in Jacksonville, FL, is looking for a Systematics ASP Client Support Governance Lead. The role is hybrid (three days in-office, two days remote) and focuses on coordinating client-facing support governance, backlog health, and cross-functional follow-through to ensure clear ownership and proactive escalation.

You will lead recurring communications, prioritize tickets, track decisions, and manage post-meeting follow-up while delivering accurate client status updates and milestone reporting.

Qualifications

• 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.

Responsibilities

• 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.

Skills

IT Operations

Ticket Management

Backlog Governance

Stakeholder Communication

ServiceNow

Tools

Microsoft Excel

Reporting

Job description

FIS in Jacksonville, FL, is looking for a Systematics ASP Client Support Governance Lead. The role is hybrid (three days in-office, two days remote) and focuses on coordinating client-facing support governance, backlog health, and cross-functional follow-through to ensure clear ownership and proactive escalation.

You will lead recurring communications, prioritize tickets, track decisions, and manage post-meeting follow-up while delivering accurate client status updates and milestone reporting.