Analyst Lead, Client Services (Fintech)

Location: Sydney, Australia; hybrid and collaborative work environment.

Company

hirify.global provides fintech solutions across banking, payments, and other financial services markets.

What you will do

• Coordinate and govern client-facing support services and commitments across internal teams, clients, and stakeholders.
• Own release management, including patch and release schedules, client alignment, readiness checks, communications, and completion tracking.
• Manage service configuration information and support contract bids, creation, and negotiations.
• Coordinate end-to-end support for new products, projects, and versions while monitoring SLA, KPI, service credit, penalty, and contractual compliance.
• Lead first-level management escalations for incidents, participate in the Duty Manager rotation, and identify new projects or change requests.
• Coach and mentor other Client Service Manager staff.

Requirements

• Strong client-facing service management experience, ideally in banking, payments, or ICT environments.
• Experience coordinating release planning, schedule alignment, release readiness, client communication, and recommendation tracking.
• Experience with service governance, SLA oversight, operational meetings, service-level monitoring, and contractual compliance.
• Strong communication, influencing, negotiation, commercial awareness, and stakeholder coordination skills.
• Basic project management skills and a calm, pragmatic, delivery-focused approach.

Nice to have

• Knowledge of hirify.global products.
• Forecasting or invoicing exposure.
• ITIL certification.

Culture & Benefits

• Hybrid and collaborative work environment.
• Ongoing learning and development opportunities.
• Competitive salary and benefits.
• Medical and personal insurance.
• Employee Stock Purchase Plan.