Analyst Lead, Client Services

About the role

The Client Service Manager (CSM) is a key leadership role to assist Regional Support Managers and other leadership teams to deliver a successful support service. This is a primary point of contact for coordinating and managing the operational interface between FIS and its client and stakeholders for support service commitments/co-ordination of deliverables. The Client Service Manager (CSM) is part of the Regional Support team and works with managers and other colleagues to deliver successfully on support service SLAs.

Responsibilities

• Ensure all recommendations are tracked to completion and the client knows in advance the content of all releases.
• Service Configuration Management - own, capture and communicate to FIS and the client all relevant client configuration information.
• Support contract management. This includes taking ownership and managing the Support Bid responses for allocated clients along with taking a leadership role during Support Contract creation and negotiations with the client.
• Service level management - co-ordinate/orchestrate the set up of end to end support of new products/projects/versions for the client.
• Ensure support service is compliant with contractual commitments of the Support contract, KPI, service credits/penalties.
• Report, monitor and communicate internally and externally against the defined SLAs.
• Incident management - act as the first level of management escalation
• Coach and mentor other staff members in the CSM function
• Identify opportunities for new business, either new projects and/or Change Enablement (Change Requests)
• Act as part of the Duty Manager rotation
• This role is a co-ordination/governance position as opposed to a hands on technical delivery role

Requirements

• Strong client-facing service management experience, ideally in banking/payments/ICT environments
• Proven ability to coordinate and drive alignment across multiple teams and stakeholders (client + internal) - strong communication, influencing, and negotiation skills.
• Experience owning/leading client-facing release coordination (planning, schedule alignment, release readiness, communication, tracking recommendations to completion).
• Service governance / SLA oversight experience (operational meetings, monitoring service levels, ensuring contractual compliance and driving follow-ups).
• Knowledge of FIS products would be preferred
• Strong commercial awareness (staying within contract/commercial arrangements; forecasting/invoicing exposure is a plus).
• Calm, pragmatic, delivery-focused mindset; able to say "no" when required and still maintain strong client relationships.
• Basic Project Management skills
• Added Bonus If You Have:
• ITIL certification
• What we offer you:
• A career at FIS is more than just a job. It's the chance to shape the future of fintech. At FIS, we offer you:
• Always-on learning and development
• Hybrid and collaborative work environment
• Competitive salary and benefits including medical and personal insurances and ESPP
• #LI_TC2
• 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 .
• Sourcing Model
• #pridepass

Benefits

Additional Information

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

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