SunGard Client Relationship-Delivery Manager I in Plymouth Rockland Trust Technology Center, Massachusetts

Client Relationship-Delivery Manager I

  • Job ID #:JR15339

  • Functional Area:Information Technology

  • Position Type:Full-Time Regular

  • Relocation Provided:No

  • Travel Percentage:0

  • Primary Location:US-Massachusetts-Plymouth Rockland Trust Technology Center-1140

  • Secondary Location(s):

    • Department:
  • Education Desired:Bachelors Degree or equivalent

  • Experience Desired:At least 5 years

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Position Responsibilities\Requirements:

Client Relationship-Delivery Manager I

Job Summary

Responsible for high-level relationship management and service delivery for one or more assigned clients strategic to the Enterprise. Accounts are target clients having a major strategic impact on the long-term success of the Enterprise. The current on-site manager will provide mentoring to hand off responsibilities over a period of time to ensure smooth transition without disruption.

General Duties & Responsibilities

  • Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution.

  • Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.

  • Responsible for client satisfaction, maintaining client communication, overall management of the client relationship and delivery of outsourced solution.

  • Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements.

  • Has profit and loss responsibilities.

  • Works to maintain and grow client relationships while ensuring ongoing customer service.

  • Leads the sales effort for incremental revenue opportunities and contract renewals.

  • Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.

  • Manages technical aspects of projects and is responsible for oversight of vendors and subcontractors.

  • Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure efficient operation of the function.

  • Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.

  • May work at an FIS or a client location.

  • Other related duties assigned as needed.

Educational Requirements

Bachelor’s degree in business, computer science or information systems or the equivalent combination of education, training, or work experience.

General Knowledge, Skills & Abilities

  • Proven knowledge to represent the enterprises’ entire range of products to the client and of the industry

  • Proven track record in client relationship management, service delivery and/or the sales of technology products and services

  • Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge

  • Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business

  • Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction

  • Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients

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

  • Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise

  • Demonstrates the ability to lead by example and motivate professional level staff

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

  • Possesses strong personnel management skills

Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegates assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Manages one or more teams who deliver services, e.g., data center operations, application management, custom application development, etc. to a strategic client. Typically manages a single strategic client relationship with delivery of simple to moderate services and annual revenue of less than $10 million USD. Typically requires at least six years client management, related service delivery or sales experience with one or more years leadership responsibility.

FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 55,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

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FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here:www1.eeoc.gov/employers/upload/eeocselfprintposter.pdfand here:www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA_508c.pdf

For positions located in the US, the conditions below apply.

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability

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.