Client Service Manager

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

Responsibilities

Responsible for ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards; Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy; Responsible for the production of a Service Performance Report and attendance at Customer Service Reviews; Responsible for the Service Credit Calculation, if applicable; Working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans; Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services; Responsible for providing excellent communication to your Customer and internal to Service teams; Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels; Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams; Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables; Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing; Management of risk to a point of acceptance or mitigation; Understand and ensure adherence to corporate policy, processes, procedures and guidelines; Minimise Service Credit liabilities through the use of Service Improvement or Risk Management; Seek to convert clients to Reference Status (where appropriate)

Requirements

9-12 years of experience; IT Client Service Management background; Excellent English Vocabulary - Speaking and writing skills; Experience of bespoke software applications; Experience of working within a structured process driven environment; ITIL V3 Foundation certification (minimum); Experience of development & delivery of Service Improvement Plans; Experience of working with Mission Critical applications; Proven Client Services Management background; Knowledge of the various technologies used to deliver services; Public sector knowledge specifically around the UK Police Forces; Production of service documentation (6+ years); Interpersonal Skills (8+ years); Self-motivated with a desire to learn and enjoys helping people; Logical when problem solving and able to think laterally; Capable of communicating to technical and non technical staff unambiguously at all levels; Willing to challenge and improve existing processes and practices; Capable of multi-tasking and balancing complex customer and internal priorities; Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing; Any graduate

Nice to have

Exposure to SIAM; Technology background; Worked with UK clients and team; Analytical Skills - Understand reports, Suggest Best Practices and understand patterns & Root Cause Analysis; Used one or more ITSM tools for service management

Benefits

Additional compensation for 24x7 high priority incident escalation