Client Service Manager

Northgate Public Services; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading public service solutions provider in Nottingham is seeking a Client Services Manager to oversee the management and delivery of contractual services to customer accounts. The role involves ensuring that service levels meet contractual standards while developing strong customer relationships. Ideal candidates will possess a Bachelor's Degree in Engineering, ITIL certification, and strong communication skills. This position includes responsibilities such as producing performance reports and identifying revenue opportunities through excellent service management.

Benefits

Private Medical Cover

25 days paid holiday

4 x basic salary life assurance cover

Group Pension Plan

Flexible benefits to suit individual needs

Qualifications

• Bachelor's Degree or equivalent in Engineering discipline.
• ITIL V3 minimum, V4 desirable.
• Excellent written and oral communication skills.
• Experience working remotely is a plus.
• Ability to produce service management documentation.

Responsibilities

• Manage the day-to-day delivery of services to customer accounts.
• Develop customer relationships at senior levels.
• Produce Service Performance Reports and attend reviews.
• Ensure adherence to service levels and quality standards.
• Identify new revenue opportunities through strong customer relationships.

Skills

Excellent Communication Skills

Excellent Business Relationship skills

Excellent Analytics and Problem solving skills

Education

Bachelor's Degree or equivalent Experience in an Engineering discipline

ITIL V3 or V4 certification

Tools

IT Service Management Tools

Job description

Company Description

Come join us and make a difference in the world!

• Discover more at www.necsws.com

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.

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)

Qualifications

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

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 in the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a DisclosureBarring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

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.