Senior Service Delivery Lead - Client Ops & Incidents

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

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.