Client Services Leader (ITIL/Service Delivery)

NECSWS; England; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Private medical cover

Pension plan

25 days annual leave

Life assurance (4x)

Flexible benefits package

Job summary

Northgate Public Services is seeking a Client Services Manager to lead service setup and transition to operations, then manage day-to-day delivery against SLAs. You will work with internal teams and client stakeholders to ensure services align with IT/IS strategy and contractual requirements.

You will be the single point of contact for service delivery escalations, drive service improvements, and identify opportunities for additional revenue while maintaining strong customer relationships in a

Qualifications

• Proven Client Services Management background.
• Detailed understanding of ITIL above foundation level (v3 or later preferred).
• Understanding of SIAM and service delivery in outsourcing environments.
• Experience with collaborating across senior stakeholder groups and clients.

Responsibilities

• ITIL/SIAM service setup and transition to service operation.
• Ensure end-to-end services meet contracted SLAs and quality standards.
• Develop and maintain relationships at senior level to maximise satisfaction.
• Produce Service Performance Reports and attend Customer Service Reviews.
• Document, monitor, and improve services via Service Improvement Plans.
• Serve as escalation point for service teams and customers; ensure correct outcomes.
• Communicate effectively with customers and internal service teams.
• Accept new or amended services into production and manage against SLAs.
• Understand business-critical processes and cascade knowledge to teams.
• Contribute to Customer Account Plan and identify revenue opportunities.

Skills

Client Services Mgmt

ITIL v3+ knowledge

SIAM understanding

Stakeholder communication

Outsourcing experience

Decision making

Service Improvement Plans

Public sector knowledge (UK)

Job description

Northgate Public Services is seeking a Client Services Manager to lead service setup and transition to operations, then manage day-to-day delivery against SLAs. You will work with internal teams and client stakeholders to ensure services align with IT/IS strategy and contractual requirements.

You will be the single point of contact for service delivery escalations, drive service improvements, and identify opportunities for additional revenue while maintaining strong customer relationships in a