About the role
Job Description
About the role:
The Managed Services Senior Lead Analyst (Service Delivery Manager) position within the Securities Processing Client Experience team manages the operational and service components of the relationship for a set of strategically important clients. This includes building strong relationships with client contacts and working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service, conducting service value reviews and driving improvements to service and client relationships. The role serves as a senior point of escalation during service disruptions, ensuring incidents are managed decisively, communicated clearly and resolved with minimal business impact.
Please note: This role is a full time, hybrid position with onsite hours on Tues, Wed and Thursday in the FIS Jacksonville office during core market hours of 8 am to 5 pm EST.
Current and future sponsorship are not available for this position
About the team:
The Securities Processing Client Experience (CX) team sits at the center of how we support banks, broker‑dealers, and financial institutions in running their post‑trade operations with confidence. Our team partners closely with clients to ensure the stability, accuracy, and efficiency of end‑to‑end securities processing across trade capture, settlement, corporate actions, and regulatory events. We act as trusted advisors—combining deep operational expertise with a strong understanding of our technology—to proactively solve problems, manage risk, and continuously improve the client experience. We are a collaborative, client‑first organization focused on accountability, transparency, and delivering outcomes that help our clients operate and scale in an increasingly complex market environment.
What you will be doing:
In this role, you will be responsible for:
Managing the service delivery component of the client relationship and facilitating meetings with key internal business areas to address and resolve key issues impacting the client
Act as the primary escalation point for daily activities with an oversight into operational activities on a day-to-day basis
Conduct regular Service Reviews with client(s) focused on the operational performance, SLA attainment, operational issues and/or ongoing client service improvement plans (SIP’s)
Implement service improvements and identify opportunities to improve operational BAU service. Utilizes different inputs, such as metrics, performance trends & customer feedback to collate client SIPs and works with internal stakeholders to monitor and track progress
Work collaboratively with Major Incident Management during incident runtime, escalating where necessary and ensuring recovery is achieved within SLA. Managing executive-level and client communication to ensure there is enhanced engagement during incident recovery
Support Problem Management during root cause analysis reviews, escalating where necessary. Review & tailor RCA reports for client view and distribute to client(s)
Participate in change governance to review and identify any change conflicts or areas of concern for the client. Communicate the forward schedule of change for clients and seek technical expertise to avoid potential change conflicts.
Support client service requests with oversight into the nature of the request, managing client expectations and liaise with internal support teams for fulfilment. Escalating where client satisfaction or SLAs are threatened.
Provide on-call escalation support for clients
What you bring:
A bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting or 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/communicate complex concepts in a clear and understandable format.
Proficiency in all Microsoft Office applications.
Ability to multitask and prioritize workload with minimal supervision.
Added Bonus if you have:
Background in Capital Markets/back-office systems.
Client Support background with experience working with users and troubleshooting issues.
Strong technical skillset (e.g., working with complex programs, knowledge of development lifecycle, etc.)
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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Aplyr's read
FIS is a global financial technology leader, attracting professionals in software, analytics, and sales, dedicated to advancing banking, merchant, and capital market solutions.
What's promising
- •FIS offers diverse career opportunities across global locations, including roles in technology, sales, and analytics.
- •The company is a leader in financial services technology, providing innovative solutions to major financial institutions.
- •FIS invests in cutting-edge technology, such as AI and machine learning, enhancing its product offerings.
What to watch
- •FIS faces intense competition from other financial technology firms, impacting market share.
- •The company has undergone significant restructuring, which may affect job stability.
- •Complexity in global operations can lead to challenges in coordination and communication.
Why FIS
- •FIS has a strong focus on integrating advanced technologies like AI into financial services.
- •The company provides comprehensive solutions across banking, merchants, and capital markets, offering a broad industry impact.
- •FIS supports a wide range of financial institutions, from small banks to large capital markets, showcasing its versatility.
Aplyr’s read is generated by AI from public sources. Was it useful?
About FIS
FIS is a global leader in financial services technology, providing software, services, and technology solutions for merchants, banks, and capital markets firms.
