Senior Client Services Lead - Service Delivery Escalations

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

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.