Service Manager

HCLTech; Helsinki; On-site; EUR 70,000 - 110,000; Full time

Job summary

HCLTech in Helsinki, Finland, seeks an experienced Customer Success Manager (CSM) to lead service relationship governance and act as the trusted partner for the Customer. You will develop and execute a service strategy to deliver outstanding client experience and strategic value, coordinating Client Operations and ensuring SLAs and OLAs are met.

The role requires managing risk, driving service delivery across PM/PMRA, overseeing service portfolio evolution, transitions, and continual service

Qualifications

• Bachelor's degree or equivalent required (Business Administration, Communication or Project Management focus preferred).
• ITIL v3 Foundations certified, or completed within 6 months of start date.
• Minimum 7 years’ experience in Customer Service, Project Management and/or Telco.
• Strong interpersonal skills required.
• Proficiency with Microsoft applications and Google apps is required.
• Vendor accreditation (Six Sigma, Agile, ITIL, Advanced) would be beneficial.
• Strong analytical and decision-making skills; fast learner and client-facing.
• Must be located in Finland and proficient with Finnish language.

Responsibilities

• Financial Management - coordinate financial governance and reporting with the billing team: P&L, operating cost, NPV and other indicators.
• Service Delivery – govern Project Management Delivery for all Client Services including PM Initiation, Execution, PMRA reporting.
• Service Portfolio Management - support evolution of the Client Service Portfolio to deliver growth.
• Service Transition – ensure all Client Services are delivered to contract requirements on time and cost.
• Continual Service Improvement – implement CSI to sustain service level delivery and improvements.
• Deliverables and objectives set by organizational leader at year start.

Skills

Interpersonal skills

Analytical thinking

Decision-making

Client facing

Fast learner

Strong communication

Finnish language

Education

Bachelor's degree

Tools

Microsoft Office

Google Apps

PowerPoint

Excel

Job description

Candidate provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided. CSM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long‑term, strategic and mutually beneficial relationship between the Customer and

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging new relationships. The CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services.

Additionally, the CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the CSM role is to partner with Customers and to be an extension of the Customer’s staff.

Responsibilities include:

• Financial Management - coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.
• Service Delivery – govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)
• Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro‑active management of the Customer’s IT Services Demand...
• Service Transition – own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.
• Continual Service Improvement (CSI) – implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.
• Candidate for the role described above will also be responsible for specific deliverables and performance objectives as set by the organizational leader at the beginning of each year.

Skills and qualifications:

• Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)
• Preferred ITIL v3 Foundations Certified, or completed within 6 months of start date.
• Minimum 7 years’ experience in Customer Service, Project Management and/or Telco
• Must have strong interpersonal skills
• Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job. Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.
• Strong analytical and decision‑making skills. A fast learner and must have the desire to work in a client facing environment .
• Must be located in Finland and proficient with Finish language.