Client Services Manager - 12 month FTC

NECSWS; United Kingdom; Híbrido; GBP 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical cover

25 days leave

Life insurance 4x

Group pension plan

Flexible benefits

Descripción de la vacante

NECSWS in the United Kingdom is seeking a Client Services Manager to lead service setup, transition to operation, and the ongoing delivery of contracted services. You will work with internal and client stakeholders to ensure SLAs are met and escalations are managed efficiently.

The role involves managing senior client relationships, producing performance reports, driving service improvements, and identifying new revenue opportunities.

Formación

• 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.

Responsabilidades

• ITIL/SIAM Service set up and transition to service operation.
• Ensure end to end services meet contracted service levels and quality standards.
• Develop customer relationships at senior level to maximise satisfaction.
• Produce a Service Performance Report and attend Customer Service Reviews.
• Document, monitor, measure and improve services with Service Improvement Plans.
• Be an escalation point for Service teams and the Customer.
• Provide excellent communication to Customer and internal Service teams.
• Accept new or amended services into production and manage to SLAs.
• Understand business-critical processes and communicate impact to teams.
• Contribute to Customer Account Plan and contract deliverables.
• Identify new revenue opportunities and pass to Sales Account Managers.
• Manage risk to acceptance or mitigation.
• Ensure adherence to corporate policy and guidelines.
• Minimise Service Credit liabilities via improvements or risk management.
• Seek to convert clients to Reference Status where appropriate.

Conocimientos

Client Services Management

ITIL Awareness

SIAM

Delivery technologies knowledge

Communication skills

Outsourcing experience

Stakeholder management

Descripción del empleo

Come join us and make a difference in the world!

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.