Manager, IT Service

Job description

**Calling all innovators - find your future at Fiserv.**

We're 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, we're involved.

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

**Job Title**

Manager, IT Service

**What does a successful IT Service Management Leader do?**
As an IT Service Management Leader at Fiserv, you will oversee the effective management and delivery of IT services.

Your leadership will ensure that service operations run smoothly, and incidents are managed efficiently.

You will guide a team dedicated to maintaining service levels and implementing best practices in IT service management, directly contributing to enhanced client satisfaction and the overall success of Fiserv.

The job requires leading teams responsible for 24x7 production support for daily operation of our SaaS environment, internal and third-party applications, batch operations, transmissions, and job scheduling.

You will help guide the team through analyzing and troubleshooting applications and systems issues, managing system configuration, and monitoring and alerting systems.

You will collaborate with internal teams and vendors to resolve escalated incidents affecting our client base quickly with a high quality of service to ensure all designated specifications are restored.

**What you will do:**

+ Lead and mentor the production support team, driving operational excellence and continuous improvement.
+ Oversee 24x7 support for production systems, ensuring timely resolution of incidents and service disruptions.
+ Manage application deployments, system configuration, and troubleshooting of application and infrastructure issues.
+ Monitor alerting systems and execute contingency plans to maintain service continuity.
+ Provide technical support to internal teams and clients, ensuring high-quality service and rapid incident resolution.
+ Collaborate with cross-functional teams to identify root causes of high-priority incidents and implement permanent fixes.
+ Communicate system stability and incident status to stakeholders, including executive leadership.
+ Ensure compliance with industry standards and regulatory requirements.
+ Develop and maintain a knowledge base to support efficient incident resolution and problem identification.
+ Analyze service performance metrics and present strategic recommendations to stakeholders.

**What you will need to have:**

+ Bachelor’s degree in computer science or an equivalent combination of educational background, related experience and/or military experience.
+ 7+ years of experience in IT operations and incident management.
+ 4+ years of experience with monitoring and alerting tools.
+ 4+ years of experience with the ITIL framework and production support best practices.
+ 4+ years of experience leading teams.
+ Experience with one or more of the following: .NET, Azure Infrastructure, SQL Server, and Windows server support.

IBM MQ and Mainframe experience will be a plus.
+ Experience with any of the scheduling tools like CA7, ServiceNow, Dynatrace, Splunk, MoogSoft, ExtraHop, ASM.

**What would be great to have:**

+ Strong understanding of financial operations and payment systems.
+ Excellent problem-solving and analytical abilities.
+ Experience in influencing and guiding teams with diverse operational styles and decision-making frameworks.
+ Advanced knowledge of incident management and service operation best practices.
+ Strong leadership skills in promoting collaborative and continuous improvement initiatives.

**Important information about this role:**

+ This role is on-site Monday through Friday.

Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and lead to stronger productivity.
+ You must currently possess valid and unrestricted U.S. work authorization to be considered for this role.

Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
+ This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
+ All offers of employment are contingent on standard background checks.

Fiserv and certain affiliated companies are federal, state, and/or local government contractors.

Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions.

Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

**Salary Range**

$109,500.00 - $180,000.00

_These pay ranges apply to employees in New Jersey and New York.

Pay ranges for employees in other states may differ._

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.

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 AskHR.US@fiserv.com .

Please note our AskHR representatives do not have visibility to your application status.

Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

**Note to agencies:**

Fiserv does not accept resume submissions from agencies outside of existing agreements.

Please 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.

Required Skill Profession

Other General