Client Service Manager

NECSWS; Nottingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology services provider in the United Kingdom is seeking a Client Services Manager to oversee the management and delivery of contracted services to customers. This role requires exceptional communication skills, ITIL certification, and the ability to develop strong relationships with customers at a senior level. The ideal candidate will ensure service delivery meets quality standards and contractual obligations. This position involves frequent travel and offers comprehensive benefits, including private medical cover and paid holidays.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance cover

Group Pension Plan

Flexible benefits

Qualifications

• Bachelor's Degree or equivalent experience in an engineering discipline.
• ITIL V3 certification required, ITIL V4 preferred.
• Must possess excellent communication skills, both written and oral.
• Strong ability to produce service management documentation and reports.
• Excellent business relationship management skills.
• Experience of working remotely is required.
• Strong analytical and problem-solving skills.
• Familiarity with IT service management tools.

Responsibilities

• Manage and deliver contracted services to specific customer accounts.
• Ensure services are delivered to contractual Service Level Agreements.
• Develop and manage customer relationships at a senior level.
• Produce Service Performance Reports and attend Customer Service Reviews.
• Act as an escalation point for service teams.

Skills

Communication Skills

Analytical Skills

Problem Solving Skills

Relationship Management

Education

Bachelor's Degree or equivalent in Engineering

ITIL V3 or V4

Tools

IT Service Management Tools

Job description

Job Description

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.

Core Responsibilities

• 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)

Qualifications

• 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

Additional Information

• Private Medical Cover funded for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy / sell
• 4 x basic salarylife assurance cover (with the option to increase cover at an additional cost)
• A Group Pension Plan
• A selection of flexible benefits to suit your individual needs

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, reference checks, 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.