Director, Service Management

Calling all innovators find your future at Fiserv.

Were 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 were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

What does a successful Director Service Management do at Fiserv The Director Service Management will oversee operational relationships that shape our service delivery for elite Financial Services clients. Your expertise will shine in managing service level agreements and documenting root cause analyses ensuring that we not only meet but exceed expectations. Your role is not just about maintaining strong client connections; its about steering the timely and successful rollout of our innovative solutions ensuring that our collaborative efforts pave the way for a brighter financial future.

What you will do:

• Manage and develop operational relationships for the assigned client(s) by taking primary responsibility for driving client satisfaction with service delivery.
• Partner with the iCTO to manage incident support and service delivery across enterprise applications.
• Serve as the primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues as well as incident resolution and escalation.
• Partner with internal teams and technical stakeholders to provide leadership support and overall management of Service Delivery and Compliance issues.
• Oversee contractual commitments to Service Level Agreements (SLAs) assess complex situations and develop practical solutions for all products and services.
• Manage SLA penalty calculations reporting invoicing of credits and ensuring accurate invoicing of penalty payments.
• Track and measure key account service metrics identifying opportunities for improvement.
• Lead and facilitate client meetings calls critical initiatives and develop/maintain standard operating procedures.

What you will need to have:

• 5 years of proven experience in service level support and client management
• Bachelors degree or an equivalent combination of education work and/or military experience.

What would be great to have:

• 5 years of experience in managing SLAs
• Previous experience providing support to large enterprises in the financial services sector.

Important info about this role:

• Were better together. This role is fully on-site.
• In order to be considered you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
• This is a full-time direct-hire position and no contract options for unsolicited agency submissions will be considered.

Perks at work:

• Were #FiservProud of our commitment to your overall well-being with a growing offering of physicalmental emotional and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays generous time off policies including UnlimitedRecharge & Refuel for qualifying associates and free counseling through our EAP.
• Plan for your future with competitive salaries the Fiserv 401(k) Savings Plan and our Employee StockPurchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange pointsfor a variety of rewards.
• Prioritize your health with a variety of medical dental vision life and disability insurance options and arange of well-being resources through our Fuel Your Life program.
• Advance your career with training development certification and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates canshare perspectives exchange ideas and elevate careers.

#LI-JF1

This role is not eligible to be performed in Colorado California District of Columbia Hawaii Illinois Maryland Minnesota New Jersey New York Nevada Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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 Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

Note to agencies:

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

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.