Client Services Manager

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About the role:

This is a key leadership role to assist the Regional Support Manager and other support leadership and teams to deliver a successful support service. The Client Service Manager (CSM) role is the prime point for coordinating and managing the operational interface between FIS and its clients. The role is to ensure the Client and FIS agree what needs to happen and when, and then ensure that it happens. The CSM can also be involved in identifying new business with clients and can frequently be responsible for initiating the Change Request process.

What you will be doing:

Release management

Single point of contact, co-ordination and agreement between FIS and Client for all deliveries from FIS Support. Includes:

• Own, maintain, get agreement, and communicate a schedule for all patches, releases, through the relevant lifecycle stages. This includes planned, revised, and actual dates.

• Against defined "exit criteria", function as "gatekeeper" as final authorization point for all releases to the client.

• Ensure the impact of all releases are understood and agreed in advance by the client and all relevant FIS entities.

• Ensure all recommendations are tracked to completion. Where an alternate approach is agreed, that is documented and communicated to all parties.

• Regularly meet with the client to agree the timing for what fixes will be included in what release.

Configuration Management

Own the capture and communication to FIS and the client, of all relevant client configuration information. This includes:

• Know what configuration information FIS needs to know.

• Ensure the client communicates (ideally in advance) any planned or actual configuration changes.

• Ensure that the information is kept up to date in the relevant tool(s) and that all changes are immediately communicated to all relevant FIS entities.

Support Contract Management

• If required own and manage the Support Bid responses for your allocated clients.

• If required take a leadership role during Support Contract creation and negotiations with your client(s).

• Manage for clients the revenue forecasting, invoicing, and the cost forecasting.

• Involvement in defining and then setting up the support delivery model for your client(s).

Support Service Management

• Project Manage the set-up of end-to-end support of new products/projects/versions for the client (Handover Management).

• Ensure support service is compliant with contractual commitments of the Support contract, KPI, service credits/penalties etc.

• Hold regular operational meetings with the client to monitor, track and maintain contract service levels.

• Supervise quality of responses and ticket handling toward your assigned clients

• Lead, coach and mentor support staff to improve communication and client satisfaction.

• Owner of completeness and accuracy of client Information pages and client versioning info on Support Wiki

• Responsible for allocated client’s support satisfaction and perception

Escalation Management

• First level of management escalation

Other

• Part of duty manager rotation

• Other tasks as reasonably requested.

What you will need:

• Experience in a client facing role.

• Preferably experience in the Banking, ICT, and/or other industry sector.

• Preferred overview knowledge of FIS products. This does not mean the CSM is an expert but needs to know enough to be able to do their job.

• Basic Project Management skills.

• Able to learn technical and functional subject areas quickly.

• Excellent client facing and communication skills.

• Excellent negotiation skills, able to find consensus and reach agreement, then be able to drive all parties to complete actions by agreed date.

• Ability to liaise at all levels very effectively within an organization.

• Makes things happen and able to say "no" when required.

• Commercially aware. Ensure that FIS and client stay within their commercial arrangements.

• Experienced working with Banking companies and with financial applications.

• Good knowledge and understanding of operational bank environment.

What we offer you:
At FIS, you can learn, grow and make an impact in your career. This role exposes you to a variety of lines of business and corporate functions at FIS, including some of our most prominent executive leaders. As you grow your network at FIS, you will have ample opportunity for upward movement within the department or laterally in other areas of the enterprise. In addition, you receive exceptional benefits including:

• Flexible and creative work environment with a hybrid working arrangement

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to give back

• Work – life balance

• Competitive salary and benefits

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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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