Client Relationship Delivery Manager - Senior

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About The Role:

We are seeking an experienced Senior Client Relationship Delivery Manager to join a team working with a major banking client on a transformative core banking project. In this role you will be managing a small team who are the key point of contact and support of our client. You will be responsible for high-level relationship management and service delivery. This role will be based in Wellington with a hybrid set up including working on site with the client as required. You will manage the client relationship and will also:

• Be the primary point of contact for service delivery to the client, including representing FIS within client incident, problem and change management forums

• Be a point of escalation for incidents which can be after hours

• Review, develop and optimise service delivery processes

• Be responsible for client satisfaction, maintaining client communication and the overall management of the client relationship and delivery of the service

• Represent the enterprise to the clients and maintain contact with the client at an executive level focusing on the strategic nature of the relationships

• Manage technical aspects of the services and take on responsibility of oversight of vendors and sub-contractors

• Oversee and lead the team in delivery of continuous and effective solutions and ensure timely delivery within budget and according to contract requirements

• Work closely with the sales team to strengthen the relationship with the client and aid in the pursuit of incremental revenue opportunities and contract renewals

• Select, develop and evaluate personnel to ensure efficient operation of the function

• Responsible for the service delivery reporting and conducting regular service delivery reviews with the client

• Expected to be based at the client site for many days of a week

What you will Need:

• Proven track record in client relationship management, service delivery and the development lifecycle of technology products and services ideally within the financial services or banking technology environment

• Working knowledge of the core banking domain and systems used in the New Zealand market.

• Experience working with global delivery and support teams

• Demonstrated ability in the delivery of high availability (five 9s) IT services

• Strong stakeholder management experience in a matrix environment

• Previous management experience and demonstrated ability to lead by example and motivate your team

• Sound ability to communicate ideas both verbally and in written form in a clear, concise and professional manner

• Bachelor's degree in Business or a related technical field or equivalent combination of education, training and work experience

• Proficiency in SLA based service reporting and documentation

• Advanced relationship building and problem resolution, analysis and continual service improvement skills

• Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client

• Displays strong leadership qualities, decision making abilities, and strong business judgment

• Possesses strong personnel management skills

• IT Service Management Framework experience

A bonus if you have:

• Project Management experience

• Experience with core banking technology

• ITIL certification

• Use of ServiceNow for management of client tickets

What we will offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• Work with an organisation that values and champions Diversity and Inclusion

• Competitive salary and benefits including medical insurance and employee share scheme

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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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