Role Overview
The Client Experience Manager acts as the primary in‑life service relationship owner for key IT‑managed service clients. The role ensures a consistently positive service experience by monitoring service health, understanding operational performance, and driving continual improvement across the IT service lifecycle.
Reporting to: Head of Client Experience
Key Responsibilities
Service Relationship Ownership
* Primary point of contact for key clients on service‑related matters.
* Build trusted relationships across technical and business stakeholders.
* Maintain proactive communication around service health and performance.
Service Health Monitoring & Governance
* Monitor incident volumes, SLA/SLO compliance, and recurring trends.
* Present service desk analytics including ticket trends and major incident summaries.
* Conduct structured service review meetings with action tracking.
Continual Service Improvement (CSI)
* Lead creation and delivery of Service Improvement Plans (SIPs).
* Work cross‑functionally to ensure implementation of improvement actions.
* Measure impact and ensure ongoing enhancement of service processes.
Issue & Escalation Management
* Act as escalation owner for service‑impacting issues.
* Provide transparent updates during major incidents.
* Ensure completion of post‑incident reviews and integration of lessons learned.
Operational Insight & Reporting
* Produce client‑facing service performance reports.
* Convert technical data into meaningful business insights.
* Identify recurring issues and risks to feed into internal forums.
Internal Collaboration & Advocacy
* Represent the client voice within operational and leadership teams.
* Facilitate alignment across delivery, commercial, and service teams.
* Support onboarding and transition of new clients.
Client Retention Responsibilities
* Develop strategic client relationships that support long‑term retention.
* Identify risks to satisfaction and resolve issues proactively.
* Demonstrate service value through improvements and operational maturity.
* Ensure IT services align with client business objectives.
* Contribute to account development and growth strategies.
Skills & Experience
Essential Skills
* Strong understanding of IT service management practices (ITIL).
* Ability to interpret IT operational data.
* Excellent communication and relationship‑building skills.
* Confidence in presenting reports to varied audiences.
* Strong analytical and problem‑solving skills.
Desirable Experience
* Background in MSP or managed IT services environments.
* Experience developing Service Improvement Plans.
* Familiarity with ITSM tools such as Auto Task, ServiceNow or Halo.
Role Impact
This role is central to delivering a high‑quality client experience, driving transparency, and ensuring strong long‑term service partnerships.
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