Managed Service Manager

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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

Managed Service Manager

About your role

The Managed Service Manager role in Milan will need to operate within an outsourced services model that must combine strong client‑facing leadership with operational, technical, and commercial accountability. The role requires the ability to represent the service provider and our partners while ensuring consistent, high‑quality delivery aligned to client expectations, contractual commitments, and regulatory obligations.

The role will operate across the Software Development Life Cycle (SDLC) from concept to production.

Accountable for:

• The successful delivery of the Regulatory & Scheme Compliance changes.
• Production Support & Incident Management.
• Consultancy regarding credit and debit card processing.
• Projects/Change & deployment of enhancements, new technology & products.

Elements of your role under these functions will be to drive end to end solutions through working with key business clients and engineering groups to engineer end to end process and IT solutions. The Managed Service Manager will work closely with the business owners to gather customer requirements, translate them into clear compelling business cases and requirements documents, and then implement them to deliver solutions. Successful leaders are detail oriented yet still should be able to see the big picture and work with the business to drive a strategy which optimizes the IT investment. The role is expected to lead IT teams spanning across onshore and offshore locations (across Milan, Basildon and India) and successfully deliver results to the client. The person should be a good communicator not only in Italian but also in English.

The Managed Service Manager will work closely with program management with regards to the development, test, and release/support teams throughout the SDLC process. In addition, he/she will work with program management to help define operational processes, drive the launch, adoption, and training, support program development and execution, track customer feedback to build improvements into future solution requirements.

What you’ll do

• Client & Stakeholder Management – Act as the primary point of contact between the client, Fiserv, internal delivery teams, and third‑party vendors. Build and maintain trusted relationships with senior business and technology stakeholders. Translate client business objectives into clear, actionable requirements, business cases, and delivery plans. Manage expectations through clear communication, structured governance, and timely escalation.
• Service Delivery & Operational Management – Accountable for end‑to‑end service performance, including production support, incident management, and service continuity. Ensure successful delivery of regulatory and scheme compliance changes. Proactively identify operational risks and drive mitigation actions.
• Leadership of Distributed and Multi‑Vendor Teams – Provide leadership across geographically distributed teams and mixed onshore/offshore delivery models. Manage people‑related responsibilities including hiring, performance management, development, and succession planning.
• Financial and Commercial Management – Own and manage service and project budgets, ensuring delivery aligns to agreed financial targets.
• SDLC, Change and Delivery Management – Strong experience managing delivery across the full Software Development Lifecycle (SDLC), including Waterfall and Agile methodologies.
• Technical and Domain Credibility – Deep understanding of the payments and cards domain, including issuing and acquiring. Proven expertise with core processing platforms (e.g. VisionPLUS) and associated infrastructure.
• Strategic Thinking and Continuous Improvement – Understand current “as‑is” service and system landscapes and define target “to‑be” states. Align service delivery with client business strategy and long‑term technology roadmaps.

Experience you’ll need to have

• Minimum of 12 years processing platform (e.g. Vision PLUS) application support and/or development experience / exposure.
• Familiarity with the software design and development methodology.
• A very thorough understanding of the credit card industry on both the card issuing and/or acquiring businesses.
• Strong negotiation & consensus building skills when dealing with customers, stakeholders, and team members.
• Has built credible customer relationships both in immediate team and across multiple customer groups.
• Can identify business issues and develop risk mitigation strategies.
• Exposure to project/program management skills using SDLC Waterfall and Agile across small to large‑scale cross‑enterprise IT systems implementations in a fast‑paced environment.
• Extensive product and program management experience with techniques such as use case analysis, data / process flow diagramming, process mapping and requirements documentation is highly desirable.
• Experience in a solution, architecture, support & development role in the cards or payments industry.

Experience that would be great to have

• Experience working on Issuing & Acquiring preferred.

Our commitment to Diversity and Inclusion

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.