Client Services Analyst Sr Lead

Job description

At FIS , our technology and our people are moving forward. We advance the way the world pays, banks, and invests. We believe in building inclusive, diverse teams where innovation helps our colleagues, clients, and communities succeed. If you're ready to grow your career and make an impact in fintech, we have one question: Are you FIS? About the Role As a Client Service Manager , you will serve as the primary operational liaison between FIS and strategic banking and payments clients, ensuring service commitments are delivered successfully and consistently. You will lead client-facing service governance, release coordination, escalation management, and operational performance oversight across complex support environments. Working across client, support, delivery, development, and business teams, you will drive alignment, accountability, and service excellence while balancing operational and commercial objectives. Success in this role is measured through client satisfaction, service level achievement, operational stability, release execution, and contractual compliance. What You Will Be Doing Serve as the primary point of contact for clients regarding operational support services, service performance, and escalations. Own and coordinate client-facing release management activities, including planning, schedule alignment, readiness assessments, communications, and deployment tracking. Ensure stakeholders understand release impacts, timelines, dependencies, risks, and required actions. Track technical recommendations, corrective actions, and service improvements through to successful completion. Lead operational governance meetings and service reviews to monitor KPIs, SLAs, contractual commitments, and client satisfaction. Coordinate project-to-support transitions and ensure operational readiness for new products, services, and platform upgrades. Drive collaboration across support, delivery, development, sales, and client teams to achieve service outcomes and resolve complex issues. Maintain accurate client service, configuration, operational, and knowledge management information. Monitor service quality, ticket handling effectiveness, and support performance, identifying opportunities for continuous improvement. Support contract management activities, including forecasting, invoicing, service model optimization, and commercial governance. Build trusted client relationships while balancing client needs, business priorities, and contractual obligations. Identify opportunities for service enhancements, change requests, and additional business initiatives that create value for clients. Required Qualifications Strong client-facing service management experience within banking, payments, fintech, ICT, or other complex technology-driven environments. Proven ability to coordinate and drive alignment across multiple teams and stakeholders, both internally and externally. Experience leading client-facing release coordination, including planning, scheduling, release readiness validation, communication, and execution oversight. Demonstrated experience managing service governance, including SLA oversight, KPI monitoring, operational reviews, and contractual compliance. Excellent communication, influencing, stakeholder management, and negotiation skills with the ability to build consensus and drive action. Strong commercial awareness with the ability to operate within contractual and commercial frameworks while protecting client and business interests. Knowledge of incident management, escalation management, change management, service delivery, and operational support processes. Understanding of banking operations, payment processing, financial applications, or enterprise technology platforms. Ability to manage competing priorities, solve problems effectively, and deliver results in fast-paced environments. Bachelor's degree in Business, Information Technology, Finance, or a related discipline, or equivalent practical experience. Preferred Qualifications Experience working with enterprise banking platforms, payments technology solutions, or mission-critical financial systems. Knowledge of IT service management frameworks such as ITIL or comparable service delivery methodologies. Experience supporting forecasting, invoicing, contract management, or support margin accountability. Project management experience supporting service transitions, operational change, or client onboarding initiatives. Experience coaching, mentoring, or guiding support teams to improve service quality and client satisfaction. Understanding of support delivery models within regulated financial services environments. What We Offer At FIS, you can grow your career as far as you want to take it. In addition, we offer: Opportunities to make an impact in the fintech industry Continuous personal and professional development An inclusive and diverse work environment Resources and programs to give back to your community Competitive salary and comprehensive benefits package “FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is 230,000 - 320,000 PLN Annual and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.” 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 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. #pridepass