Client Services Manager

NEC Software Solutions; England; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Private medical cover

25 days paid holiday (incl. 3 company‑

4 x basic salary life assurance

Group Pension Plan

Tax efficient flexible benefits

Competitive salary

Job summary

NECSWS is seeking a Client Services Manager to lead service setup and transition to operations, then manage contracted services for key client accounts. You will collaborate with internal teams and client stakeholders to ensure services meet SLAs and contractual requirements, acting as the single point of contact for escalations.

The role involves communicating effectively at senior levels, developing account plans, and driving service improvements, while travelling to client sites as needed.

Qualifications

• Proven client services management experience.
• Strong ITIL knowledge above foundation level (v3+).
• Experience with SIAM in service delivery.
• Understanding of technologies used to deliver services.
• Excellent communication with customer and technical teams.
• Experience in outsourcing environments.
• Ability to listen, influence and decide.
• Develop and deliver Service Improvement Plans.
• Public sector knowledge, especially UK Police Forces.

Responsibilities

• Set up ITIL/SIAM services and transition to service operation.
• Ensure end-to-end services meet contracted SLAs and quality standards.
• Manage customer relationships at senior level to maximise satisfaction.
• Produce Service Performance Reports and attend Customer Service Reviews.
• Document, monitor, measure and improve services via Service Improvement Plans.
• Act as escalation point for Service teams and customers.
• Communicate effectively to customers and internal teams.
• Accept new or amended services into production and manage to SLAs.
• Understand business-critical processes and impacts of service failures.
• Contribute to Customer Account Plan with service information and deliverables.
• Identify new revenue opportunities via relationships with customers.
• Manage risk to an accepted or mitigated level.
• Adhere to corporate policies and guidelines; reduce Service Credits via improvements or risk management.
• Promote clients to Reference Status where appropriate.

Skills

Client Services Management

ITIL v3+

SIAM

Technologies knowledge

Communication skills

Outsourcing experience

Influence & decision

Service Improvement Plans

Public sector knowledge

Job description

Company Description

Come join us and make a difference in the world!

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

Role Summary

The Client Services Manager has responsibility for Service setup and transition to Service operation, followed by the day-to-day management and delivery of contracted services to the client account. This involves working with internal and client stakeholders to ensure all services are set up and delivered to contractual Service Level Agreements (SLA’s in line with the customer requirements, and to act as the single point of contact for all service delivery escalations.

Duties & Responsibilities

• ITIL/SIAM Service set up and transition to service operation.
• 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
• Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews
• 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
• They will 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

Functional & Technical Skills

• Proven Client Services Management background
• Detailed understanding of ITIL above foundation level (v3 or later preferred)
• Understanding of SIAM
• Knowledge of the various technologies used to deliver services
• Excellent communication skills at Customer and Technical levels
• Experience in working for an outsourcing organisation
• Ability to listen, influence and make decision
• Develop and deliver Service Improvement Plans
• Public sector knowledge specifically around the UK Police Forces

Additional Information

Supplementary:

• Need to be located for easy commute to both London and Nottingham
• Be prepared to travel inland and overseas as and where project needs demand
• Role is technically home based but expect most of time to spent in client offices or NPS offices

Employees of NECSWS are entitled to the following Company funded benefits:

• Single Private Medical Cover (with the option to select family cover at an additional cost)
• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
• 4 x basic salary life assurance cover
• A Group Pension Plan with fantastic employer contributions
• A selection of tax efficient flexible benefits to suit your individual needs
• The role offers a competitive salary.

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NECSWS is an equal opportunities employer, welcoming applications from all communities.