Fintech Client Services Lead: Release & Governance

FIS Investor Services Poland Sp. z o.o.; Warszawa; On-site; PLN 230,000 - 320,000; Full time

Benefits offered by this job

Impact on fintech

Professional development

Inclusive environment

Community programs

Competitive benefits

Job summary

FIS Investor Services Poland Sp. z o.o. is seeking a Client Service Manager to serve as the primary operational liaison between FIS and strategic banking and payments clients, ensuring commitments are delivered reliably.

You will lead client-facing service governance, release coordination, escalation management, and performance oversight across complex support environments, coordinating with client, delivery, development, and sales teams.

Qualifications

• Strong client-facing service management experience in banking, payments, fintech, ICT, or similar environments.
• Ability to coordinate and drive alignment across multiple teams and stakeholders.
• Experience leading client-facing release coordination from planning to execution.
• Experience with service governance: SLA oversight, KPI monitoring, and contractual compliance.
• Excellent communication, influencing, and negotiation skills.
• Commercial awareness within contractual frameworks while protecting client and business interests.
• Knowledge of incident, escalation, change management, and service delivery processes.
• Understanding of banking operations or financial platforms.

Responsibilities

• Serve as the primary operational liaison for clients and service performance.
• Own and coordinate client-facing release management activities and deployments.
• Ensure stakeholders understand releases, timelines, risks, and actions.
• Track recommendations and improvements through to completion.
• Lead governance meetings and service reviews to monitor KPIs and SLAs.
• Coordinate transitions and ensure readiness for new products and upgrades.
• Foster collaboration across support, delivery, development, sales, and client teams.
• Maintain accurate client, configuration, and knowledge management data.
• Monitor service quality and identify continuous improvement opportunities.
• Support forecasting, invoicing, and contract management activities.

Skills

Client-facing service management

Stakeholder coordination

Release coordination

Service governance

KPI/SLA monitoring

Communication

Commercial awareness

Incident/change management

Financial services knowledge

Project management

Education

Bachelor's degree in Business/IT/Finance

Tools

ITIL

Job description

FIS Investor Services Poland Sp. z o.o. is seeking a Client Service Manager to serve as the primary operational liaison between FIS and strategic banking and payments clients, ensuring commitments are delivered reliably.

You will lead client-facing service governance, release coordination, escalation management, and performance oversight across complex support environments, coordinating with client, delivery, development, and sales teams.