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.
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:
- 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)
Our ideal candidate will have the following skills and experience:
- Batchelors Degree or equivalent Experience in and Engineering discipline
- ITIL V3 as a minimum but V4 desirable
- Excellent Communication Skills both written and Oral.
- Excellent Ability to produce Service Management documentation and Reports
- Excellent Business Relationship skills
- Experience of working Remotely
- Excellent Analytics and Problem solving skills
- Experience with IT Service Management Tools
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
