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About the Role

The Client Service Manager (CSM) is a key leadership role to assist Regional Support Managers and other leadership teams in delivering a successful support service. This role serves as the primary point of contact for coordinating and managing the operational interface between FIS and its clients and stakeholders for support service commitments and deliverable coordination.

Responsibilities

• Own, maintain, agree, and communicate a schedule for all patches and releases through their lifecycle stages, including planned, revised, and actual dates.
• Meet regularly with the client to agree on the timing for fixes and their content.
• Act as a release readiness/authorization gatekeeper against agreed exit criteria.
• Ensure all recommendations are tracked to completion and the client is informed in advance about the content of all releases.
• Own, capture, and communicate all relevant client configuration information to FIS and the client.
• Manage support contract responses and take a leadership role during support contract creation and negotiations.
• Coordinate and orchestrate the setup of end-to-end support for new products, projects, and versions for the client.
• Ensure support service compliance with contractual commitments, KPIs, service credits, and penalties.
• Report, monitor, and communicate internally and externally against defined SLAs.
• Act as the first level of management escalation for incident management.
• Coach and mentor other staff members in the CSM function.
• Identify opportunities for new business, including new projects and Change Requests.
• Act as part of the Duty Manager rotation.
• This role is a coordination/governance position, not a hands-on technical delivery role.

Requirements

• Strong client-facing service management experience, ideally in banking, payments, or ICT environments.
• Proven ability to coordinate and drive alignment across multiple teams and stakeholders (client and internal) with 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).
• 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 while maintaining strong client relationships.
• Basic Project Management skills.

Skills

• Communication skills
• Influencing skills
• Negotiation skills
• Release coordination
• Service governance
• SLA oversight
• Commercial awareness
• Project Management skills

Work Type

• Full time
• Hybrid and collaborative work environment

Experience Level

• Experienced (relevant combo of work and education)

Benefits

• Medical and personal insurances
• ESPP

About the Company

• 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?

Equal Opportunity

• 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.
• 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.