Senior Client Services & Release Manager

FIS; Warszawa; On-site; PLN 230,000 - 320,000; Full time

Benefits offered by this job

Competitive salary and comprehensive;1

Inclusive and diverse work environment

Development opportunities

Job summary

FIS in Warsaw is seeking a seasoned Client Service Manager who will act as the primary operational liaison between FIS and strategic banking and payments clients, ensuring service commitments are delivered successfully.

You will lead client-facing governance, release coordination, escalation management, and performance oversight across complex environments, balancing operational and commercial objectives while driving continuous improvement.

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.

Responsibilities

• 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.

Skills

Client-facing service management

Stakeholder management

Release coordination

SLA/KPI governance

Communication

Negotiation

Education

Bachelor's degree in Business, Information Technology, Finance, or related

Tools

ITIL knowledge

Job description

FIS in Warsaw is seeking a seasoned Client Service Manager who will act as the primary operational liaison between FIS and strategic banking and payments clients, ensuring service commitments are delivered successfully.

You will lead client-facing governance, release coordination, escalation management, and performance oversight across complex environments, balancing operational and commercial objectives while driving continuous improvement.