AddressPosition Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Computer ScienceTravel Percentage :
15 - 25%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.
About the team
Direct and control all aspects of the Technology Services and Support team including departmental management, strategic and tactical direction planning and staff administration to ensure both service and operational key performance indicators are achieved through effective leadership, motivation and coaching.
What you will be doing
• Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring.
• Handle CTO / infra delivery for clients.
• Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
• Manages staff to ensure all duties are performed in an accurate and timely manner.
• Plans and maintains efficient operations by designing, implementing, and evaluating level one operations process.
• Develops, implements, and monitors policies and procedures.
• Implements production, productivity, quality, and customer service standards.
• Assists to complete audits, determines system improvements, and implements changes and resolves escalations.
• Works with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations.
• Develops an overall strategy to meet departmental/business unit goals and objectives.
• Negotiates solutions and resolves conflicts that have been escalated from a supervisor or manager.
• Assists in the projection of future operational requirements based upon current operations, projected growth, and strategic direction.
• Collaborates with other client support managers to drive consistent process and productivity improvements.
• Leads the development of client support programs and process improvements that enhance the level of external customer service.
• Monitors and reports monthly, and yearly key performance indicators, including capacity management.
• Assists in the management of technology tools and reports that support operational requirements and efficiencies for department.
• Other related duties assigned as needed.
What you bring
• Excellent leadership skills managing technical resources of around 20 and more
• Knowledge of mainframe technology, open systems hardware/software, Network and all infrastructure
• Needs to be in frontend clients & internal stakeholders from CTO/infra perspective
• Has extensive client facing responsibilities and managing implementations
• Good decision-making, problem-solving, team-building, organization, negotiation, conflict management and time management skills
• Strong coaching and mentoring skills
• Knowledge of management reporting, operational procedures and management information systems
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Ability to negotiate effectively and deal with highly complex, confidential and sensitive information
• Ability to work closely with executive management to provide essential information, make recommendations and affect change
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Proven leadership & project management skills
What we offer you
At FIS, we hire the best. In return, you receive exceptional benefits including:
• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and benefits
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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.
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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