Senior Service Delivery Analyst

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

Service Delivery Management team is responsible for the service relationship and the delivery of FIS contracted services to our clients. We work closely with our clients, and teams across the FIS enterprise, to manage service performance, resolve operational challenges, drive continuous improvement and ensure contracted services meet client expectations. Service Delivery Analysts take ownership, build trusted client relationships, and develop a broad understanding of our clients, services, and operations.

What you will be doing:

As a Senior Service Delivery Analyst, you will manage the day-to-day service relationship for a portfolio of clients, supported by senior members of the Service Delivery Management team. You will take ownership of service performance, client engagement, operational issues and continuous improvement, ensuring that all aspects of the processing service are provided as required by the client contract to meet Service Level Agreements (SLAs), within a regulatory framework.

The key responsibilities of the role will be:

• Own the day-to-day service relationship for an allocated portfolio of clients, developing trusted relationships and understanding client operational priorities.
• Provide oversight of service performance against contractual commitments and SLAs, ensuring accountable teams address performance gaps and execute required service improvements.
• Lead regular client service reviews, presenting service performance, risks, issues, improvement activity and agreed actions.
• Act as a client advocate and escalation point, coordinating internal stakeholders to drive timely resolution of significant service issues and client concerns.
• Drive Continuous Service Improvement, identifying opportunities to improve client experience, service quality, operational efficiency and cost effectiveness, with measurable action plans and outcomes. Coordinate follow-up from significant service incidents, ensuring Root Cause Analysis documentation is of the appropriate client-facing quality, corrective actions are clearly owned and tracked, and lessons learned are converted into sustainable service improvements.
• Support the transition of new clients, products and services into BAU (Business as Usual), ensuring operational readiness, clear ownership, and an effective handover into the service management model.

What you bring:

• Experience in service delivery, client services, operations, financial services, or a related environment – typically minimum 4+ years.
• Educated to degree level, or relevant experience in lieu of degree.
• Client relationship and stakeholder management skills, confidence to communicate effectively and influence outcomes across different teams and levels of seniority.
• Effective problem solving, attention to detail, prioritisation, decision-making, and organisational skills, with the ability to work both independently and collaboratively.
• Ability to use and analyse service performance data and trends to identify emerging issues, challenge performance, and prioritise improvement activity.
• Experience with Microsoft 365 and business productivity tools, including preparation of regular client reporting.

Added bonus if you have:

• Experience within banking, payments, or financial technology.
• Experience with incident, problem, or continuous improvement processes.
• Exposure to regulated or business-critical technology services.
• ITIL qualifications or other relevant service management certification.

What we offer you:

• A work environment built on collaboration, flexibility and respect
• Varied and challenging work to help you grow your skillset
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing, including:
  • Private medical insurance for you and your family, non-contributory, in and out patient cover
  • A well-established, strong provident fund
  • Life insurance (3x base salary)
  • 21 days’ holiday increasing with length of service, plus public / bank holidays
  • Flexible working (hybrid model – part from home, part from office)
  • Wellbeing initiatives with access to support services
  • Modern offices opposite the Mall of Cyprus with gym and showers, games room (pool table, table tennis, darts, table football, PlayStation) and prayer/meditation room
  • Store discounts
  • Regular social events and charitable initiatives to give back to our community.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is EUR 35,000.00 – 40,000.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

To apply for this position, please visit our website https://careers.fisglobal.com and apply through the online system. All applications will be treated in the strictest confidence.

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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