VP Client Technical Support II

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

About your role:

As the Vice President, Client Technical Support, you will lead a globally distributed client technical support organization across North America and APAC providing strategic support and partner-facing service functions for our Financial Solutions business. You will work across clients, internal partners, and enterprise stakeholders to strengthen global service delivery, optimize partner relationships, and improve operational performance by aligning regional execution, service standards, and operating rhythms to deliver consistent client outcomes. This role is critical to advancing tailored consulting and support capabilities while fostering innovation and continuous improvement across the organization.

What you'll do:

• Lead 24x7x365 production support operations for multiple lines of business, ensuring timely incident response, service continuity, operational quality, and measurable performance outcomes.
• Design and execute a transformation of the service delivery model to an artificial intelligence (AI)-first operating approach, improving issue prevention, intelligent routing, resolution speed, associate productivity, and service economics.
• Build and scale a segment-based servicing model that aligns support motions, service levels, and coverage strategies to client complexity, revenue profile, product adoption, and business needs.
• Lead across multiple geographies, building organizational alignment and decision-making discipline that support high-performance global operations.
• Partner with Product, Product Development, and Enterprise Technology Group leaders to define and deliver technology-first support capabilities, including self-service, automation, predictive insights, and digital workflows that improve client experience and operational margin.
• Lead segmentation and service model redesign efforts that improve alignment between client needs and support delivery, enabling differentiated service experiences while optimizing capacity, productivity, and margin performance.
• Define global governance, performance measures, and adoption plans for new support capabilities, ensuring transformation initiatives deliver measurable improvements in service quality, client satisfaction, and operating leverage.
• Influence senior leaders across the global peer group to align on common service strategies, governance models, and platform investments that improve consistency, efficiency, and long-term support performance.
• Advocate for focused investment in common global capabilities that strengthen scalability, reduce fragmentation, and improve service delivery across regions and lines of business.
• Lead the Partner Optimization and Support teams, providing tailored consulting services and support to clients and internal partners.
• Drive excellence in the professional services group dedicated to optimizing partner relationships.
• Establish and manage performance benchmarks, service metrics, governance routines, and documented processes that improve accountability, repeatability, automation, and customer satisfaction.
• Oversee budget, revenue, expense, and cost management activities for the support organization while identifying opportunities to improve efficiency and reduce total cost of support.
• Lead, coach, and develop a team of directors and senior leaders across multiple locations and time zones, building succession plans and a culture focused on execution, collaboration, and continuous improvement.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 12+ years of experience in client support, partner support, professional services, service delivery, or operations within payments, fintech, financial services, or enterprise technology environments.
• 10+ years of experience managing and developing teams, including senior leaders, with responsibility for coaching, organizational design, succession planning, and performance management across multiple teams or locations.
• 10+ years of experience building and managing internal partner relationships, including delivering consulting or support services that improve operational performance and client satisfaction.
• Proven experience driving or operational delivery model transformation, including defining strategy, establishing outcome-based KPIs, developing investment business cases, and executing change with broad adoption across teams.
• Proven experience in technology-driven product development and management that enhances operational processes and support functions for client technology organizations.
• Experience establishing measurable service benchmarks, governance processes, escalation frameworks, and operational controls using data to drive decisions and continuous improvement.
• Experience managing budgets, expense models, resource planning, and organizational performance in a complex enterprise environment.
• Bachelor's degree or higher in business, information technology, engineering, or a related field, or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience leading partner optimization, professional services, or consulting organizations in a financial technology environment.
• Familiarity with support models that serve both external clients and internal business partners.
• Experience driving service innovation, process automation, or operational transformation initiatives.

How you'll work:

• 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 leads to stronger productivity.
• This role requires use of a computer and audio equipment.

Salary Range

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.

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 [email protected]. 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.

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Fiserv does not accept resume submissions from agencies outside of existing agreements. Pleasedo not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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