Continual Service Improvement Manager

1 week ago

Cincinnati, Ohio, United States FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Business Administration

Job Description

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

We are building a world class IT Service Management (ITSM) team from the ground up, using technology and knowledge to empower colleagues to delivery exceptional market leading services to our internal and external clients.

This is your opportunity to join the rapidly growing international Governance, Improvement & Reporting (GIR) team, with a focus on driving Worldpay forwards in the way it makes knowledge-based decisions, built on solid data-driven evidence to improve our colleague and client experience, drive efficiency and cost savings, and improve the way we delivery service.

What you will be doing

This role is a key position within the GIR team and will play a critical part in implementing and operating the way Worldpay ensures Continual Service Improvement. You will take responsibility for stakeholder engagement as well as guiding Worldpay colleagues towards the best delivery options available to achieve our mutual goals.

You will need to have a breadth of experience of end-to-end Service Improvement projects, aligned to Lean/Six Sigma methodologies, from requirement gathering, through executive sign-off and to full implementation/realisation. You should be hands on technically, but also have strong soft skills, be able to collaborate with colleagues and business partners, but also work through a problem alone.

Responsibilities include, but are not limited to:

  • Leading Initiatives: Spearheading Six Sigma aligned projects and driving continuous improvement efforts within the organization. Offering direction and support to project teams and your colleagues.
  • Methodology Knowledge: Utilizing tools like Lean, Kaizen, and Six Sigma to drive process improvements.
  • Strategic Alignment: Aligning your projects with the organization's strategic goals and objectives.
  • Monitoring Progress: Keeping track of project developments and ensuring they adhere to set timelines and objectives.
  • Process Analysis: Examining current business processes and identifying areas for enhancement.
  • Design & Delivery: Deliver analysis of, and solutions, to drive value and improvement through data/analytics capabilities and technology.
  • Collaboration: Become an integral part of the wider GIR team, supporting key projects and programs critical to its success.

What you bring:

  • Teamwork: Collaborating with and leading cross-functional teams to achieve results from specific improvement goals and projects.
  • Change Management: Effectively managing change and promoting a positive attitude towards it.
  • Problem-Solving: Strong problem-solving skills, with the ability to think critically and creatively.
  • Communication: Excellent communication skills to articulate ideas, listen to team members, and foster an environment of open dialogue.
  • Data Analysis: Proficiency in analyzing data to identify areas for improvement.
  • Project Management: Overseeing projects from inception to completion, ensuring they meet their objectives and deadlines.
  • Continuous Learning: Commitment to personal and professional growth, both for yourself and your team.

Added bonus if you have:

  • Experience in the IT service industry and especially ITIL.
  • Experience with the ServiceNow product suite/technology.
  • Experience in building and maintaining documentation.

What we offer you

  • A competitive salary and benefits.
  • A variety of career development tools, resources, and opportunities.
  • The chance to work on some of the most challenging, relevant issues in the payment industry.
  • Time to support charities and give back in your community.

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.

EEOC Statement

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 supplement document available here


For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

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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