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Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
The Client Services Manager is responsible for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organization to ensure all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavor performance targets (contract dependent) in line with customer requirements, and to act as the single point of contact for escalations.
There will be frequent travel to London as part of the role, so the post holder will need to live in a conveniently commutable location.
The Core Responsibilities of the Role Will Be To:
* Ensure end-to-end services provided to our customer meet contracted service levels and quality standards.
* Manage and develop customer relationships at senior levels to maximize satisfaction and align services with the customer’s IT/IS business strategy.
* Produce Service Performance Reports and attend Customer Service Reviews.
* Handle Service Credit Calculations, if applicable.
* Document, monitor, measure, and improve services through Service Improvement Plans.
* Act as an escalation point for Service teams and the Customer, ensuring correct outcomes.
* Provide excellent communication to customers and internal teams.
* Manage acceptance and ongoing management of new or amended services into production.
* Understand business-critical processes and how they can be impacted by service failures, ensuring this knowledge is shared with Service teams.
* Contribute to the development and management of the Customer Account Plan, providing service information and contract deliverables.
* Identify new revenue opportunities through strong customer relationships and pass these to Sales Account Managers.
* Manage risk to acceptance or mitigation levels.
* Ensure adherence to corporate policies, processes, procedures, and guidelines.
* Minimize Service Credit liabilities through Service Improvement or Risk Management.
* Aim to convert clients to Reference Status where appropriate.
Qualifications
* Bachelor's Degree or equivalent experience in an engineering discipline.
* ITIL V3 certification at minimum; V4 is desirable.
* Excellent written and oral communication skills.
* Ability to produce Service Management documentation and reports.
* Strong business relationship skills.
* Experience working remotely.
* Excellent analytical and problem-solving skills.
* Experience with IT Service Management Tools.
Additional Information
* Private Medical Cover funded for employees, with options for family members at an additional cost.
* 25 days paid holiday, with options to buy or sell days.
* 4x basic salary life assurance, with options to increase.
* Group Pension Plan.
* Flexible benefits to suit individual needs.
Other Information
* Candidates must demonstrate a pre-existing right to work in the UK; documentary evidence required.
* Offers are subject to vetting and reference checks; a DBS check may be required depending on the role.
* NEC Software Solutions is an equal opportunities employer and is committed to inclusivity. Please share any accessibility needs during the recruitment process.
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