Sr Manager, Service Delivery Management

FIS Global • Jacksonville, FL

2d

About The Position

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
About the role:
The Leader of the Treasury & Payments Service Delivery Team is responsible for driving operational excellence across all global treasury and payment support functions. You will oversee the daily delivery of high‑quality services to clients and internal partners, ensuring accuracy, timeliness, and adherence to regulatory, operational and risk standards. This role combines strategic oversight with hands‑on leadership, focusing on service performance, continuous improvement, stakeholder engagement, and operational resilience.
About the team:
The Treasury & Payments Service Delivery team supports end‑to‑end processes across liquidity management, cash positioning, settlements, bank connectivity, transaction troubleshooting, and issue resolution. The team partners closely with Product, Technology, Finance, Client Services, and external banking providers to ensure seamless execution of payment flows and treasury operations. We operate in a fast‑paced environment where precision, collaboration, and proactive problem‑solving are essential.

Requirements

• Extensive experience in Service Delivery within a FinTech organisation
• Demonstrated ability to lead and inspire high‑performing service delivery teams
• A rigorous approach to operational controls, risk management, and regulatory awareness
• Excellent analytical and problem‑solving skills with the ability to manage high‑pressure escalations
• Proven track record of driving operational improvements, automation, and process optimisation
• Strong stakeholder management skills, able to operate effectively across technical and business teams
• Clear, confident communication skills with the ability to articulate complex operational issues to senior audiences
• Experience working in a fast‑paced global environment with shifting priorities
• A mindset that balances strategic thinking with tactical execution

Responsibilities

• Leading the day‑to‑day operations of the Treasury & Payments Service Delivery team, ensuring KPIs, SLAs, and service quality targets are consistently met or exceeded
• Overseeing payment processing, settlement operations, investigations, and exception handling with a strong focus on operational control and risk mitigation
• Acting as the senior escalation point for complex operational issues
• Driving continuous improvement initiatives across processes, controls, automation, and workflow efficiency
• Building strong relationships with internal partners such as Client Services, Technology, Finance, Product, and Compliance
• Ensuring adherence to internal policies, regulatory obligations, audit requirements, and industry standards
• Developing team capability through coaching, performance management, and clear career development pathways
• Supporting change programmes, new product roll-outs, and infrastructure upgrades impacting treasury and payments
• Producing and communicating operational insights, risk reports, and performance metrics for senior leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Manager