Client Relationship Delivery Manager

| Greater Denver Area
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Job Description
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 and innovative.
About the team
FIS has provided and maintained the core application suite for this Top-15 US retail and commercial bank based in Providence, RI for over 20 years. We are searching for a seasoned bank technology leader to guide and mentor an experienced and dedicated team of application/development/support technicians - both onshore and offshore (2 sites in India) as well as engage with our client to align resources and priorities in a dynamic, complex and exciting setting.
What you will be doing
As a Client Services Delivery Manager you will orchestrate support and development activities required to maintain a high level of availability and stability for one or more applications including project discipline, incident/problem analysis and resolution, change deployment and certification, application performance and operational management.
In this leadership role, you will have three core responsibilities:
1 - Manage the maintenance/support/enhancement of a legacy (Mainframe) application in a fully outsourced operating model;
2 - Help prepare the team to evolve toward a next-generation technology and project delivery transformation;
3 - Build and maintain customer relationships based on trust, accountability and results.
Your impacts will range from tactical to strategic (resource allocation, workload management, transformation road-mapping, staff development and retention). On a daily, monthly and annual basis you will have a foot in the "present state/protect the core" and the "future state/next generation." You will need to leverage what you know today while learning/transforming yourself and your team.
You will be strategically focused and responsible for client satisfaction, maintaining client communication, management of key client relationships and the delivery of an outsourced service.
You will oversee and lead your team in the delivery of continuous and effective services and ensure project completion within budget and in accordance with contract requirements.
Primary Focus Areas (some or all):

  • A manager of technical contributors on-site, across the US and at 2 offshore (India) sites
  • Staff development/transformation, satisfaction and retention
  • Meeting Service Level Agreements (SLAs)
  • Project resource prioritization, resource contention resolution
  • Project Intake development and management
  • Client interaction and escalation
  • Client satisfaction


What you bring (some or all):

  • 10+ years of client management, related service delivery or technology experience
  • 5 years of bank technology leadership managing teams in an onshore/offshore environment
  • Mainframe systems experience
  • Strong leadership skills
  • Deep knowledge of IT change management, project management, project resource/intake management
  • An adaptable, achievement-oriented, customer service mindset


Added bonus if you have:

  • Knowledge of the Systematics core banking application suite
  • Agile project experience
  • Technology transformation (mainframe-to-next generation) exposure


What we offer you

  • 100% work-from-home
  • A multifaceted job with a high degree of responsibility and autonomy
  • Competitive salary plus an attractive comprehensive benefits package
  • The chance to work on some of the most challenging, relevant issues in financial services & technology
  • The opportunity to contribute to a leading-edge technology transformation


Additional Responsibilities:

  • Provide leadership for service delivery team including planning, coaching, recruitment and mentoring.
  • Monitor staff performance and work with employees to assess and identify growth opportunities, provide challenging assignments, implement goals and document progress.
  • Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
  • Perform resource planning and allocation and supports direct reports in meeting work requirements.
  • Develop and recommend tactical and strategic ideas and alternatives to improve efficiency and/or team performance.
  • Participate in backup and recovery and disaster recovery processes.
  • Develop, maintain and/or adhere to departmental or client standards and procedures.
  • Effectively engage, utilize and supports offshore staff.
  • Manage internal and external communications/escalations on issues.
  • Other related duties assigned as needed.
  • Authority for hire, fire, performance appraisal, and pay review decisions.

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Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
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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More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
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