Service Delivery Manager
Manila, PH
2d ago


We have an exciting role in our Philippines office as a Service Delivery Manager. This person will direct and control all support activities required to maintain a high level of availability and stability for one or more applications including incident / problem analysis and resolution, change deployment and certification, application performance, application operations management and development support.

This role is open to Filipino citizens or PR.


  • Provides leadership for Service Delivery Team including planning, coaching, recruitment, selection, performance development and mentoring. ?
  • Monitor staff performance, works with employees to implement goals and document progress.
  • Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
  • Manage staff to ensure all duties are performed in an accurate and timely manner.
  • Develop and implements department policies and procedures.
  • Ensure deadlines and production schedules are met and reallocates workloads as necessary.
  • Perform resource planning and allocation and supports direct reports in meeting work requirements.
  • Assess strengths and development needs of employees and provides challenging assignments and opportunities for development.
  • Manage team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.
  • Execute company policies and practices and serves as a channel for company communications.
  • Assist in managing the computing environment to protect the production applications critical to the success of the business.
  • Deliver a computer operations environment that meets all service level agreements, e.g., 24 / 7 availability, response time parameters, etc.
  • and availability targets.

  • Assist other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.
  • Develop and recommend tactical and strategic plans for information processing operations.
  • Identify and recommend cost-saving and continuous improvement initiatives within the information processing area.
  • Ensure all backup and recovery and disaster recovery processes will meet or exceed business requirements.
  • Develop and maintain team standards and procedures that support departmental standards and procedures.
  • Manage internal and external communications / escalations on issues.
  • Understand processing environments for supported products and services.
  • Utilize variable staffing models, which includes contractor and co-source models, processes / practices.
  • Encourage inter-team, inter-department and inter-organizational team work to accomplish goals and objectives.
  • Other related duties assigned as needed.

  • Bachelor’s degree or the equivalent combination of education, training, or work experience.

  • 6-8 years’ experience in operation management or outsourcing project in the banking and financial industry.
  • Requires strong management, organizational, team building, coaching and mentoring skills.
  • Requires strong business skills, industry knowledge, financial management and planning skills, long-term vision, and executive presence.
  • Considerable knowledge of all operations lifecycle phases (e.g., requirements definition, risk management, implementation, deployment, maintenance).
  • Considerable knowledge of IT production administration and operations activities and control.
  • Knowledge of software development lifecycle (SDLC) methodologies and integrated controls.
  • Technical knowledge of information technology networks, systems, peripherals and software applications.
  • Knowledge of all types of testing (e.g., unit, component, integration, system).
  • Strong knowledge of FIS products and services and business operations.
  • Ability to formulate, implement and evaluate plans, programs, and procedures applicable to the information processing operations.
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and / or under extreme conditions.
  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally / externally), employees, clients and public.
  • FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions.

    Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries.

    Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions.

    Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

    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 FIS Online Privacy Notice.

    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 and here

    For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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.

    As part of the selection process this role may require an assessment to determine suitability

    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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