Beth Nicholson, FISERV

Beth Nicholson, FISERV

Manager, Service Level Management Technology Services, FTS

The Do's & Don'ts of Service Level Management - Lessons learned at Fiserv

Beth Nicholson, Manager, of Service Level Management for Fiserv’s Technology Services (FTS), will give you an overview of her experiences through the progress of Fiserv’s strategic Service Level Management initiative, as well as lessons that have been learned along the way. In 2019, Fiserv merged with First Data, a global payment processor acquired for $22 billion, making it one of the largest acquisitions in the financial technology sector’s history, creating a global financial powerhouse with over 45,000 employees. This merger has been a massive challenge, as Fiserv focuses on a worldwide business transformation initiative. The main focus is the combining of the 2 organizations into “one Fiserv” through streamlining, automation, and integration. Optimization, operational efficiency, and the potential to grow and scale quickly are key drivers. amasol has been involved in this business transformation initiative since the merger, delivering Professional Services and introducing a state-of-the-art Service Level Management (SLM) Portal, called “SLM Central”. This solution is delivering a wholistic, end-to-end SLM function across Fiserv that will automate the SLM function, standardize metrics, SLA’s and contracts. Additionally, through automation, SLM Central will reduce or eliminate manual intervention and bring self-service to both Fiserv’s account teams and to Fiserv’s clients. Fiserv’s SLM analytics will work in tandem with SLM Central to enable faster and more accurate management business decision-making and reduce potential breaches, outages, credits and charge backs, reducing cost and increasing competitivene advantage.

Über die Referentin

Beth Nicholson has worked in Service Level and Performance Measurement for over 20 years. Her background architecting the technical infrastructure and design of performance measurement systems expanded into a Service Level Management Program vision of building Client/Business benefits through a balanced program of the core SLM principles of transparency, consistency, and partnership. Having traveled and lived much of her early years overseas, she always looks for opportunities to cross cultural bridges and bring people together around common goals and challenges. She builds high performing, motivated teams and values the unique contribution each individual brings to the process.