Associate Client Service Manager

NECSWS; United Kingdom; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading IT client service provider in the UK is seeking an experienced Associate Client Services Manager to assist in managing client accounts. The role involves ensuring services meet quality standards, developing strong customer relationships, and producing regular performance reports. Candidates should have experience in client services management, ITIL certification, and excellent communication skills. This position also requires adherence to corporate policies and the ability to manage service demands effectively.

Responsibilities

• Assist with transition of a major client into BAU Service Operation.
• Ensure end to end services are functioning and meet contracted service levels.
• Develop customer and third-party relationships to maximise satisfaction.
• Assist with the production of monthly Service Performance Reports.
• Be involved in the setup of the service and production of deliverable documents.
• Assist in documenting, monitoring, and improving services delivered to Customers.
• Provide excellent communication to Customer and internal teams.
• Understanding and adherence to corporate policy and guidelines.
• Minimise Service Credit liabilities through Service Improvement Plans.
• Deputise for the Senior CSM when required.

Skills

Excellent English Vocabulary - Speaking and writing skills

Experience of bespoke software applications

Experience of working within a structured process driven environment

ITIL V3 Foundation certification (minimum)

Experience in Microsoft Power BI

Advanced Microsoft office Skills

Exposure to SIAM

Experience of development & delivery of Service Improvement Plans

Experience of working with Mission Critical applications

Proven Client Services Management background

Knowledge of the various technologies used to deliver services

Public sector knowledge specifically around the UK Police Forces

Job description

Job Description

Opening for ACSM

Experience (Years): 8-10 years

Industry / Technology background: IT Client Service Management

Working Hours: UK Business Hours; On-Call Support

Associate Client Services Manager

The Associate Client Services Manager has responsibility for assisting the Senior Client Service Manager with the day-to-day management and contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavour performance targets in line with the customer requirements, and to act as one of the point of contacts for all service delivery escalations.

Core Responsibilities

• Assist with transition of a major client into BAU Service Operation
• Ensure end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
• Develop, under supervision from the Senior CSM, customer and third party relationships at all levels to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy and processes
• Assist with the production monthly reports such as the Service Performance Report and Service Credit calculations
• Be involved in set up of the service, assisting with the production of deliverable documents
• Assist the Senior CSM with working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans
• Assist the Senior CSM on escalations for Service teams and work with the Senior CSM & the Customer to ensure correct outcomes are achieved and in line with contracted services
• Provide excellent communication to your Customer, third party and internal to Service teams
• Assist the Senior CSM to ensure acceptance of new or amended services into production and the ongoing management to contracted service levels
• Understand and ensure adherence to corporate policy, processes, procedures and guidelines
• Assist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management
• Deputise for the Senior CSM when required

Overall Project / Task Description

The successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance.

Qualifications and Experience

• Excellent English Vocabulary - Speaking and writing skills
• Experience of bespoke software applications
• Experience of working within a structured process driven environment
• ITIL V3 Foundation certification (minimum)
• Experience in Microsoft Power BI
• Advanced Microsoft office Skills
• Exposure to SIAM
• Experience of development & delivery of Service Improvement Plans
• Experience of working with Mission Critical applications
• Proven Client Services Management background
• Knowledge of the various technologies used to deliver services
• Public sector knowledge specifically around the UK Police Forces

Candidate Profile

• Self-motivated with a desire to learn and enjoys helping people
• Logical when problem solving and able to think laterally
• Capable of communicating to technical and non technical staff unambiguously at all levels
• Willing to challenge and improve existing processes and practices
• Capable of multi-tasking and balancing complex customer and internal priorities
• Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing