Analyst Lead, Managed Service

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

FIS Auto & Equipment Finance supports missioncritical lending operations for leading finance organizations. The Services Manager (historically known as a Service Delivery Manager / SDM) is a client-facing service leader responsible for the operational ITSM service delivery component of the client relationship ensuring reliable service performance, strong governance, and continuous improvement. In this role, you serve as an advocate for the client, mobilizing internal teams to meet service level commitments and objectives, partnering closely with Client Success, and acting as a senior escalation point during service disruptions.

Please note: This is a full-time position with a required hybrid schedule in the posted location.

Current and future sponsorship is not available for this position.

What you will be doing:

Service governance & client leadership

• Own the service delivery component of the client relationship and build strong working relationships with key client stakeholders.
• Lead a structured governance cadence, including regular Service Reviews focused on operational performance, SLA attainment, operational issues, and Service Improvement Plans (SIPs).
• Partner with Client Success to ensure alignment between service performance, client expectations, and measurable outcomes.
• Facilitate internal and external stakeholder meetings to review performance metrics, risks, and priorities.

Operational oversight, ticket health & escalation management

• Act as the primary escalation point for day-to-day operational activity, maintaining oversight of ticket status and service health (availability/performance).
• Drive prioritization and escalation of issues with a focus on reducing time to restore/resolve and maintaining the ticket backlog at an acceptable level.
• Maintain broad awareness across ticket queues and ensure timely, clear client communications and expectation management.
• Provide operational reporting and updates to clients and internal stakeholders.

Major incident leadership & executive communications

• Collaborate with Major Incident Management during incident runtime-escalating when needed and ensuring recovery is achieved within SLA.
• Lead clear, executive-ready communications to clients and internal leadership during incidents, ensuring decisive management and minimal business impact.

Problem management & root cause analysis

• Support Problem Management during root cause analysis reviews, escalating where necessary.
• Review, tailor, and distribute client-ready RCA documentation and drive follow-through on aging problems and RCA completion.

Change governance & risk-aware communications

• Participate in change governance to identify potential conflicts and risks for the client.
• Communicate forward schedules of change to clients and coordinate technical expertise to prevent change collisions.
• Ensure change activity is executed in a safe, risk-aware manner with appropriate client communications.

Continuous improvement / SIP ownership

• Identify opportunities to improve BAU service using metrics, performance trends, and client feedback.
• Own client SIP initiatives, coordinating stakeholders across delivery to execute actions, monitor progress, and deliver measurable improvement.

On-call escalation support

• Provide on-call escalation support for clients as required.

What success looks like

• Strong, trusted client relationships supported by disciplined governance and clear communications.
• Consistent SLA attainment and transparent KPI reporting, with measurable improvements delivered through SIP execution.
• Effective incident leadership minimizing business impact and improves resilience through problem management and change governance.
• Strong operational control across ticket queues, prioritization, escalation management, and backlog prevention.

What you bring:

• Experience in IT service delivery / ITSM (managed services, service management, service delivery governance) in a client-facing environment.
• Demonstrated ability to manage SLA performance, lead service reviews, and drive cross-functional execution of service improvements.
• Hands-on experience supporting major incidents, problem management / RCA, and change governance in a structured operating model.
• Strong stakeholder leadership and executive-ready communication skills; ability to translate operational complexity into clear client impacts, plans, and updates.
• Required work hours: 40 hours per week

Overtime required: Occasionally upon request

Weekends required: Occasionally upon request

Travel percentage for this role: 10%

Added bonus if you have:

• 5+ years' experience with FIS Auto Finance (or comparable auto lending platforms), supporting end-to-end loan lifecycle operations
• Mainframe systems experience (e.g., IBM z/OS) in support/operations environments
• Demonstrated strength in client/stakeholder relationship management, including executive-level communication and expectation management

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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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