Client Services Analyst Lead

Fidelity Information Services, LLC; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Fidelity Information Services, LLC (FIS) seeks a Client Services Analyst Lead to be a central client contact, driving successful service delivery and positive customer experiences in a hybrid role (3 days in-office, 2 days remote) in the Philadelphia area.

You will manage communications, coordinate across support and operations, oversee performance, and act as an escalation point for critical issues, leveraging ITIL practices and ServiceNow tooling to ensure SLAs are met and improvements pursued.

Qualifications

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

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 efforts across support and operational teams.
• Support client implementations, service requests, change management activities, and ongoing business initiatives.

Skills

Client relationships

Incident management

ServiceNow

ITIL

Stakeholder management

Education

Bachelor’s degree

Tools

ServiceNow

Job description

Every transaction tells a story. Every innovation creates new possibilities. At FIS, we build the technology that helps businesses and communities thrive. Join us and be part of a team that embraces curiosity, values diverse perspectives and turns ideas into action.

Role location: Hybrid (three days in-office, two days virtual)

About the Role

As a Client Services Analyst Lead, you will serve as a key point of contact for clients, helping ensure the successful delivery of services and positive customer experience. You will manage service-related communications, coordinate across support and operational teams, oversee service performance, and act as an escalation point for critical issues. This role is ideal for a client-focused professional with experience in service management, stakeholder engagement, and operational oversight within a technology or financial services environment.

Your Key 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 efforts across support and operational teams.
• Support client implementations, service requests, change management activities, and ongoing business initiatives.

What You Bring

Required Qualifications

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

Preferred Qualifications

• Experience supporting banking, payments, financial technology, or financial services organizations.
• Knowledge of Information Technology Infrastructure Library (ITIL) practices and service management frameworks.
• Experience working in a 24x7 operational or managed services environment.
• Experience supporting large enterprise customers with complex service delivery requirements.
• ITIL Foundation or other relevant service management certifications.

The Impact You'll Make

As a Client Services Analyst Lead, you will help ensure clients receive exceptional service and support throughout their partnership with FIS. You will work closely with operational, support, and delivery teams to drive service excellence, improve customer satisfaction, and manage critical service communications. Your leadership and relationship management skills will contribute to stronger client partnerships, improved service performance, and long-term business success.

What We Offer You

At FIS, you can grow your career as part of a global team that values collaboration, innovation, and excellence. You'll have opportunities to work with industry-leading clients, expand your professional expertise, and contribute to solutions that help power the world's economy. We support your personal and professional growth through continuous learning, career development opportunities, and an inclusive work environment.

Our benefits include:

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Internal career growth opportunities
• Inclusive and diverse work environment
• Resources to invest in your community

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.

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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.

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