Client Services Manager – ITIL Service Delivery Lead

NECSWS; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private medical cover

25 days leave

Life insurance 4x

Group pension plan

Flexible benefits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Client Services Management

ITIL Awareness

SIAM

Delivery technologies knowledge

Communication skills

Outsourcing experience

Stakeholder management

Job description

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.