Services Delivery Manager

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We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

The Service Delivery Manager (SDM) acts as the primary liaison between the different technology areas within the LAN region and clients and local key business stakeholders, providing Production Support and ensuring high-quality Tech-service delivery.

This role reports to LAN IT & FTS Head and is responsible for ensuring strategic alignment between business objectives and technology initiatives, fostering collaboration across teams.

The SDM will serve as the intersection point for IT functions, working closely with regional and global technology teams to optimize solutions, improve service delivery, and enhance business value through technology.

JOB RESPONSIBILITIES

Service Delivery
• Client’s technical focal point of contact.
• End-to-End service view and understanding.
• Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defining and tracking.
• Client delivery based on timely and quality.

Production Support
• Operational Availability and Stability & Platform Resiliency contributor.
• Incident troubleshooting and Problem solving responsible.
• Change management process approver.
• CMDB updating contributor.
• Capacity monitoring and planning responsible.
• Project-to-Operation transition support.

Business Support
• KLO control, AOP building collaboration and Budget execution overseeing.
• Operational efficiency contributor.

Stakeholder Engagement & Communication
• Bridge between Business teams and Tech areas, ensuring clear, assertive and effective communication.
• Technical concepts into business language translator.

Innovation & Continuous Improvement
• Stay updated on industry trends, bringing innovative solutions to drive competitive advantage.

TECHNICAL REQUIREMENTS
• Bachelor degree in Information Technology, Computer Science, Business Administration, or a related field.
• MBA or equivalent postgraduate degree is a plus.
• Certification in ITIL 4 Foundations (mandatory). Certifications in ITIL 4 Managing Professional, Agile, PMP, or similar frameworks are desirable.
• 5+ years of experience in IT Business Partnering, IT Strategy, or related roles in a transactional services company (e.g., financial services, payments, fintech, banking).
• Experience working in regional or multinational environments, managing cross-functional teams and multiple stakeholders.
• Proven ability to bridge business and technology teams, ensuring alignment and collaboration.

SOFTSKILLS
• Strong knowledge of IT governance, enterprise architecture, and digital transformation strategies.
• Experience in cloud technologies, cybersecurity, and IT infrastructure is a plus.
• Excellent stakeholder management and communication skills (both technical and non-technical).
• Strong problem-solving, analytical and "out of the box" thinking, and negotiation skills.
• Data quality driven.
• Assertive communication.
• Fluent in English and Spanish (Portuguese is a plus).

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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