Hybrid: Client Support & Service Delivery Lead

Socket.dev; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

FIS in Jacksonville, FL is seeking a Systematics ASP Client Support Governance Lead to coordinate client-facing governance, backlog health, and cross-functional follow-through across technical, operational, project, and partner teams.

You will own recurring governance, monitor aging tickets, prepare status communications, and produce regular reports to support prioritization and timely resolution in a hybrid work environment.

Qualifications

• Experience coordinating IT operations, application support, client support, incident 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 and drive closure.

Responsibilities

• Own recurring support governance including agenda, ticket prioritization, SNOW/status alignment, decision tracking, action closure, and post-meeting follow-up.
• Monitor backlog health and resolve aging or blocked tickets with clear ownership, next steps, blockers, and target dates.
• Coordinate across ASP Operations, MIT, CSO, Professional Services, application teams, SMEs, and external partners to clarify ownership and drive timely resolution.
• Prepare client-facing communications for ticket status, outages, maintenance, service impacts, milestones, approvals, testing needs, blockers, and target dates.
• Maintain visibility into high-priority, regulatory, client experience, revenue-impacting, and expense-reduction items to support 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 issues.
• Support operational readiness for projects and changes by coordinating documentation, validation needs, dependency tracking, and Day 2 support expectations.

Skills

IT operations coordination

Client support governance

Ticket management

Stakeholder follow-up

Cross-functional collaboration

Strong communication

Tools

ServiceNow

Microsoft Excel

Operational reporting

Job description

FIS in Jacksonville, FL is seeking a Systematics ASP Client Support Governance Lead to coordinate client-facing governance, backlog health, and cross-functional follow-through across technical, operational, project, and partner teams.

You will own recurring governance, monitor aging tickets, prepare status communications, and produce regular reports to support prioritization and timely resolution in a hybrid work environment.