Service Delivery Manager

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Travel Percentage**:
5 - 10%
FIS is a Fortune 500 global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, as well as consulting and outsourcing solutions. FIS serves more than 20,000 clients in over 130 countries and employs more than 65,000 people worldwide, FIS provides software, services and outsourcing of the technology that empowers the financial world.

**About the Role**:

- Provide leadership for S&M team including planning, coaching, recruitment, selection, performance development and mentoring
- Drive resolution for 1st, 2nd or 3rd level tickets as required and enhancement of the company’s core products and clients customized components
- Work in a team comprising other domain expertise such as QA specialists, BA’s Dev’s, TA to ensure the functions developed are sufficiently tested and are of satisfactory quality and meet requirements specified
- Work with project delivery teams as required.
- Provide 24 x 7 on-call support for assigned production-related systems
- Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools
- Managing the team to investigate of customer support problems and escalate as required
- Manage team to conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed- Manage and resolving problems reported by external clients (including liaising with clients during the investigation and resolution)
- Ensure deadlines and delivery schedules are met and reallocates workload as necessary
- Perform project delivery and support planning to meet client and Industry timelines

**About You**:

- As a Service Delivery Manager you will have a proven track record in supporting customers and working with support teams troubleshooting issues. You will also have:

- Proven experience in a Delivery Management role
- Preferably at least 5 years’ experience in software development using methodologies such as Agile, Scrum or DevOps
- Experience with Oracle and SQL databases such as Postgres, Aurora
- Knowledge of CI environment (Jenkins)
- Ability to work in a Linux environment with scripting
- Experience developing RESTful Web Services
- Understanding of TDD, unit testing, and integration testing (i.e., Citrus, Cucumber etc).
- Experience with a wide range of interface design, development and debugging tools, techniques and methodologies
- Sound experience with testing tools and quality control requirements
- Knowledge of primary database engines with a demonstrated ability to write complex SQL queries
- Highly flexible and adaptable to changing priorities
- Bachelor’s degree in Computer Science, Engineering or the equivalent combination of education, training or work experience. Post-graduate education is desired

**Added Bonus If You Have**:

- Experience in AWS, AZURE and cloud based technologies will be an asset
- Knowledge of Docker or Kubernetes environment is an advantage
- CI/CD knowledge will be an asset
- Knowledge of Websphere Integration Developer (WID), Eclipse, IntelliJ or NetBeans will be an asset
- Payment expertise e.g. DE, NPP, ISO20022, SEPA, SWIFT MT will be an asset

**What we offer you**:

- An opportunity to work with a leading Fortune 500 Fintech
- An attractive compensation package including medical and personal insurances and employee share scheme
- A flexible work environment

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**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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