Service Delivery Manager Senior

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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:

We are seeking a highly qualified Senior Operations Manager to lead operations within our fintech data center. The ideal candidate will bring deep expertise in SaaS platform reliability and server-side application management, demonstrate outstanding leadership abilities, and must have a proven track record in incident resolution, compliance-driven service delivery, and managing complex infrastructure and cross-functional teams in the fintech sector. This individual will be responsible for ensuring the performance, security, and reliability through effective oversight. Key responsibilities include strategic planning, team leadership, and fostering collaboration between technical and business units to ensure that operational initiatives align with organizational objectives. This role requires regular customer interactions regarding application performance, stability and reliability, including optimization and improved delivery of applications and services.

What you will be doing:

• Oversee SaaS platform server operations to maintain a high level of availability and stability for multiple applications including incident/problem analysis, change deployment, application performance, reliability, monitoring, and security.
• Direct and mentor the operations team, promoting a culture committed to excellence and ongoing improvement.
• Formulate and execute strategic initiatives to enhance efficiency, including capacity planning, disaster recovery, and business continuity measures.
• Evaluate and interpret performance metrics, proactively identifying improvement opportunities and implementing effective corrective actions.
• Manage vendor and service provider relationships to guarantee superior service and support levels.
• Ensure the reliability and availability of critical applications, platforms, and server infrastructure through proactive monitoring, incident management, and resiliency improvements.
• Ensure ongoing compliance with industry regulations, standards, and best practices, particularly in data security and privacy.

• Maintain up-to-date knowledge of emerging technologies and trends in Site Reliability Engineering, SaaS platform server management and fintech to drive continuous innovation within the team.
• Supervise maintenance, configuration, and reliability of all data center infrastructure, including servers, networks, and storage systems. Delivers a production server operations environment that meets all service level agreements, processing service level objectives, response time targets, and availability targets.
• Oversee data security protocols and maintain adherence to regulatory and industry standards.
• Lead incident management processes, ensuring rapid resolution and clear communication with stakeholders.
• Strategically manage capacity to support future growth, ensuring the data center adapts to increasing demands without compromising security or performance.

• Partner with cross-functional teams to align data center operations with overall organizational objectives.
• Proactively identify operational risks and develop strategies to mitigate disruptions or data breaches.
• Conduct regular service level reviews to evaluate platform and application performance, and manage a structured feedback loop to identify, track, and resolve recurring technology and application issues. Use this feedback to drive continuous improvement initiatives, prioritize remediation efforts, and inform release planning. Ensure that findings are documented, action items are tracked, and outcomes are communicated to leadership and product owners.

What you will need:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline is required; a Master's degree is preferred.
• Past or current experience with data center operations and mission critical platforms

Added bonus if you have:

• Experience: A minimum of 7-10 years in managing mission critical platforms, applications and services, including at least 5 years in a leadership capacity.

• Comprehensive knowledge of data center infrastructure components, such as servers, networking, storage, and virtualization technologies.

• Deep technical knowledge of Apache Tomcat, IIS, Java, .NET, Cognos, MSSQL, DB2, and APIs.

• Experience working with Windows, Linux and IBMi operating systems, and administration of applications within these operating systems.

• Proficient in cybersecurity practices and data protection protocols relevant to data center environments.

• Leadership Skills: Demonstrated ability to lead and motivate teams, coupled with strong communication and interpersonal capabilities.

• Problem-Solving: Exceptional analytical skills and a commitment to continuous improvement.

• Familiarity with SDLC, CI/CD, as well as DevOps methodologies.

• Resourceful and proactive in gathering information, resolving challenges, and promoting innovative solutions.

• Excellent strategic thinking and innovation, supported by advanced problem-solving and analytical abilities.

• Effective incident and problem management, including oversight and implementation of permanent solutions.

• Outstanding communication skills and the ability to collaborate effectively with both technical and business stakeholders.

• Well-versed in industry regulations and compliance standards pertinent to data center operations.

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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