Job Description
The Client Services Manager (CSM) is responsible for the management and delivery of contracted services to specific customer accounts. This includes ensuring services meet contractual SLAs, acting as the single point of contact for escalations, managing service enhancements, and participating in audits and reviews.
The CSM shall ensure the provision of high-quality services throughout the contract duration, with extensive experience in the IT industry and knowledge of Local Government, Housing, and Central Government sectors.
Key Responsibilities
1. Manage service delivery to meet performance indicators and be the main contact for service engagement.
2. Develop and maintain senior-level customer relationships to align services with their IT/IS strategies.
3. Act as the Information Asset Owner, ensuring proper handling, storage, and disposal of data.
4. Coordinate with internal teams on maintenance, changes, and compliance activities.
5. Ensure data accessed under the contract is handled appropriately.
6. Produce Service Performance Reports and participate in Customer Service Reviews.
7. Document, monitor, and improve services using Service Improvement Plans.
8. Manage escalations, communicate effectively, and oversee service acceptance and ongoing management.
9. Understand critical business processes and communicate their impact on services.
10. Contribute to Customer Account Planning and identify new revenue opportunities.
11. Manage risks, ensure policy adherence, and minimize liabilities.
12. Support product development, upgrade planning, and tender submissions.
Qualifications & Skills
* Proven client relationship management experience.
* Understanding of ITIL v4 (preferred).
* Excellent communication and analytical skills.
* Knowledge of service delivery technologies and outsourcing experience.
* Ability to influence, negotiate, and make decisions.
* Knowledge of Local Government (public sector) is desirable.
* Self-motivated, resilient, and commercially aware.
Additional Benefits
We offer an excellent benefits package, including:
* Private Medical Cover
* 25 days holiday (buy/sell options)
* Life assurance
* Group Pension Plan with up to 8.5% employer contributions
* Flexible benefits and free LinkedIn Learning access
Other Requirements
* Right to work and travel within the UK, with evidence required.
* Full UK Driving License.
* Subject to vetting, references, and health checks; DBS and other checks may apply.
NEC Software Solutions is an equal opportunities employer committed to inclusivity and accessibility. We welcome applications from all communities and support reasonable adjustments during the recruitment process.
#J-18808-Ljbffr