Service Delivery Manager

FIS; Jacksonville (FL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

FIS in Jacksonville, FL is seeking a Systems Governance Lead to coordinate client-facing support governance, backlog health, and cross-functional follow-through for Systematics ASP services.

You will ensure clear ownership, track status, and drive proactive escalation prevention across technical, operational, and partner teams, with hybrid in-office/remote work.

Qualifications

• Experience coordinating IT operations, application support, or production governance.
• Strong knowledge of backlog governance, prioritization, and status reporting.
• Ability to translate technical status into clear client updates and leadership communications.

Responsibilities

• Own recurring support governance with agenda, ticket prioritization, SNOW/status alignment, decision tracking, action item closure, and post-meeting follow-up.
• Monitor backlog health and resolve aging, stalled, blocked, or ownerless tickets by ensuring 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 and drive timely resolution.
• Prepare and coordinate accurate 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.

Skills

IT operations coordination

Ticket management

Stakeholder follow-up

Cross-functional collaboration

Written and verbal communication

ServiceNow

ITSM tools

Microsoft Excel

Tools

ServiceNow

Excel

Job description

Job Description

About FIS

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Current and future sponsorship are not available for this position

Jacksonville, FL Hybrid (three days in-office, two days virtual)

About the role

The Systematics ASP Client Support Governance Lead coordinates client-facing support governance, ticket prioritization, backlog health, operational communications, and cross-functional follow-through for Systematics ASP services. This role ensures client-impacting work has clear ownership, accurate status, measurable next steps, and proactive escalation prevention across technical, operational, project, client-facing, and external partner teams.

What you will be doing

• 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.

What you bring

• 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.

Bonus if you have

• Experience supporting Systematics, ASP-hosted environments, banking platforms, file transmission, batch operations, change management, or client implementation support.
• Experience building dashboards, backlog reports, aging reports, or operational health metrics.
• Familiarity with incident root cause analysis, continuous improvement, problem management, and proactive reliability practices.
• Ability to identify automation opportunities that reduce manual follow-up and improve support consistency.

What we offer you

• A modern, international work environment and a dedicated, motivated team.
• A broad range of professional education and personal development opportunities.
• The chance to work on challenging, relevant issues in financial services and technology.
• A work environment built on collaboration, flexibility, and respect.
• Varied and challenging work that helps you grow your product, functional, domain, and leadership skillset.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

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 supplement document 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.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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