Client Services Manager

About the role

The Client Services Manager is the primary interface between Finastra and its customers, ensuring a high‑quality experience and reliable support for the Essence platform. Reporting to the Director of Technical Customer Support, the role oversees day‑to‑day service commitments, release planning, performance reporting, and critical issue management.

Key responsibilities

• Establish and run governance structures, including regular meetings to review service performance, KPIs and release feedback.
• Deliver issue resolutions in line with support agreements and customer prioritisation.
• Define and manage release delivery plans for each customer, ensuring system stability and KPI attainment.
• Provide accurate, regular service performance reports to customers.
• Implement recovery plans when SLA or support commitments are missed and coordinate escalations within Finastra.
• Set up processes for incident resolution, internal and external communication, and post‑incident root‑cause analysis.
• Drive timely restoration and problem resolution for high‑impact incidents, communicating updates and improvement plans.
• Gather incident data across cross‑functional teams, raise problem tickets and ensure closure.
• Analyse incident trends and initiate actions to improve customer experience.
• Facilitate smooth transition from project to support, collaborating with Service Delivery.
• Participate in continuous improvement initiatives across the business unit.

Required profile

• Proven experience managing client‑facing service delivery in a technology or financial‑services environment.
• Strong understanding of service level agreements, incident management and release planning.
• Excellent communication skills for interacting with customers and internal teams.
• Ability to analyse performance data, identify trends and drive corrective actions.
• Experience coordinating cross‑functional processes and leading governance meetings.

Required skills