Service Delivery Director

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Bachelor of Computer Science
**Travel Percentage**:
10 - 15%

GENERAL DUTIES & RESPONSIBILITIES
- Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring.
- Monitors staff performance, works with employees to implement goals and document progress.
- 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.
- Monitors and analyzes telephone statistics and forecasts adjusting schedules to match call volumes.
- Implements production, productivity, quality and customer service standards.
- Identifies and resolves problems, completes 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 daily, monthly and yearly key performance indicators.
- Assists in the management of technology tools and reports that support operational requirements and efficiencies for department.
- Other related duties assigned as needed.

EDUCATION REQUIREMENTS

Bachelor’s degree in computer science, information systems or other related technical discipline or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of mainframe technology, open systems hardware/software, Wide Area Network and infrastructure design
- 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
- Excellent decision-making, problem-solving, team-building, organization, negotiation, conflict management and time management skills
- Strong coaching and mentoring skills
- 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 project management skills

FIS JOB LEVEL DESCRIPTION

The most senior level of management. Directs and controls the activities of one or more broad functional areas, divisions or product groups, through Director level and Senior Managers. High level strategic and financial responsibility.

**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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