Job Description:

Job information Service Level Manager Lead from the Company FIS Global, this latest Service Level Manager Lead job vacancy is located in the city London located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Service field have been opened and published up to the specified time.

Job Responsibility:

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Science

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

We are seeking a dynamic and experienced Service Level Manager Lead to join our team at Worldpay. As the Service Level Management Lead, you will be responsible for overseeing the performance and delivery of services to ensure that our customers receive exceptional support and satisfaction. You will lead a small team of Service Level Management Specialists, guiding them in maintaining and improving service levels across all areas of the business.

What you will be doing

• Team Leadership: Lead and mentor a Global team of Service Level Managers, providing guidance, support, and training to ensure optimal performance and professional development.

• Service Level Management: Develop and implement service level agreements (SLAs) to define and measure the performance of customer support operations, ensuring alignment with business objectives and customer expectations.

• Performance Monitoring: Continuously monitor and analyze service performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and drive operational efficiency.

• Process Improvement: You will need to build a completely new Service Management process Collaborating with cross-functional teams to identify process gaps and inefficiencies in service delivery, and lead initiatives to streamline workflows, automate repetitive tasks, and enhance the overall customer experience.

• Stakeholder Communication: Serve as the primary point of contact for internal stakeholders and external partners regarding service level agreements, performance metrics, and service improvement initiatives, fostering strong relationships and ensuring alignment of priorities.

• Risk Management: Identify potential risks and vulnerabilities in service delivery processes and develop mitigation strategies to minimize disruptions and ensure business continuity.

• Vendor Management: Oversee relationships with third-party service providers and vendors, ensuring compliance with SLAs and contractual obligations, and driving continuous improvement in service quality.

• Reporting and Analysis: Prepare regular reports and presentations on service performance and key metrics for senior management, highlighting achievements, areas for improvement, and actionable insights. Regular Service Level reviews will need to be held with all key stakeholders.

What you bring:

• Bachelor's degree in business administration, IT, or a related field; advanced degree preferred.

• Minimum of 8+ years IT Service Management process experience

• Minimum of 8+ years of experience in service level management or a similar role within the fintech or financial services industry.

• Proven leadership experience, with a track record of effectively managing and developing teams.

• Strong understanding of service level management principles, methodologies, and best practices.

• Excellent analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.

• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels of the organization.

Bonus if you have:

• Proficiency in using service management tools and platforms, such as Salesforce, ServiceNow, or similar systems.

• Relevant certifications e.g. ITIL Cert 4

What we offer you

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities

• The chance to work on some of the most challenging, relevant issues in the payment industry.

• Time to support charities and give back in your community.

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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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Keywords : London jobs

Closed Date : 2025-03-06