Client Service Manager

Your 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.

Our requirements

• 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, both internally and externally.
• Experience leading client-facing release coordination, including planning, scheduling, release readiness validation, communication, and execution oversight.
• Demonstrated experience managing service governance, including SLA oversight, KPI monitoring, operational reviews, and contractual compliance.
• Excellent communication, influencing, stakeholder management, and negotiation skills with the ability to build consensus and drive action.
• Strong commercial awareness with the ability to operate within contractual and commercial frameworks while protecting client and business interests.
• Knowledge of incident management, escalation management, change management, service delivery, and operational support processes.
• Understanding of banking operations, payment processing, financial applications, or enterprise technology platforms.
• Ability to manage competing priorities, solve problems effectively, and deliver results in fast-paced environments.
• Bachelor's degree in Business, Information Technology, Finance, or a related discipline, or equivalent practical experience.
• Experience working with enterprise banking platforms, payments technology solutions, or mission-critical financial systems.
• Knowledge of IT service management frameworks such as ITIL or comparable service delivery methodologies.
• Experience supporting forecasting, invoicing, contract management, or support margin accountability.
• Project management experience supporting service transitions, operational change, or client onboarding initiatives.
• Experience coaching, mentoring, or guiding support teams to improve service quality and client satisfaction.
• Understanding of support delivery models within regulated financial services environments.

About the role

Information on the procedure for internal reporting of violations of the law

What we offer

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• Contract of employment
• Hybrid work model
• Competitive salary with excellent benefits: private health insurance for employees and their family, group life insurance, pension plan 5%
• A modern, international work environment and a dedicated and motivated team
• Convenient office location (Warsaw/Wroclaw)
• Flexible and creative work environment
• Comprehensive onboarding process

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• fruits
• retirement pension plan
• corporate library
• no dress code
• coffee / tea
• drinks
• parking space for employees
• leisure zone
• pre-paid cards
• employee referral program

Recruitment stages

• 1.
  Interview with Recruiter
• 2.
  Interview with Manager
• 3.
  Contract signing

FIS Technology Services Poland Sp. z o.o.