Client Services Lead - Service Delivery & Stakeholder Champion

FIRM Philippines; Makati; Hybrid; PHP 1,600,000 - 2,400,000; Full time

Job summary

FIS, a global fintech leader, is seeking a Client Services Analyst Lead in the Philippines. You will act as a primary client contact, coordinate across support and operations, manage service communications, and oversee service performance to ensure a high-quality customer experience.

You will lead client service reviews, escalate critical issues, support implementations, and drive continuous improvement in a fast-paced environment with cross-functional teams in a hybrid setup.

Qualifications

• Bachelor’s degree in business, IT, finance or related field or equivalent work experience.
• 5+ years in client services, service delivery, account management, customer success, operations or related field.
• Experience managing client relationships and serving as primary contact for service-related matters.
• Strong understanding of incident, problem, change, and service level management processes.
• Experience with service management platforms such as ServiceNow or similar ITSM tools.
• Excellent communication, presentation, stakeholder management and relationship-building skills.
• Strong analytical and problem-solving abilities with ability to manage multiple priorities and escalations.
• Ability to lead client meetings, facilitate discussions and communicate with both technical and non-technical stakeholders.
• Proven ability to work independently, exercise sound judgment and drive outcomes in fast-paced environments.

Responsibilities

• Build and maintain strong relationships with clients and internal teams to ensure high levels of customer satisfaction.
• Lead client service reviews, operational meetings, incident communications, and service status discussions.
• Monitor service performance, track service level commitments, and identify opportunities for continuous improvement.
• Act as an escalation point for service-related issues and coordinate resolution across support and operational teams.
• Support client implementations, service requests, change management activities, and ongoing business initiatives.

Skills

Bachelor’s degree or equivalent

5+ years client services/related field

Client relationship management

Incident/Problem/Change/SLM management

ITSM tools (ServiceNow)

Excellent communication and presenting

Stakeholder management

Analytical and multi-priority handling

Leadership of client meetings

Education

Bachelor’s degree or equivalent

ITIL Foundation certification

Tools

ServiceNow

Job description

FIS, a global fintech leader, is seeking a Client Services Analyst Lead in the Philippines. You will act as a primary client contact, coordinate across support and operations, manage service communications, and oversee service performance to ensure a high-quality customer experience.

You will lead client service reviews, escalate critical issues, support implementations, and drive continuous improvement in a fast-paced environment with cross-functional teams in a hybrid setup.