Client Services Manager: ITIL/SIAM Delivery & Growth

NEC Software Solutions; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Private medical cover

25 days holiday

Life assurance 4x

Group pension plan

Flexible benefits

Competitive salary

Job summary

NEC Software Solutions is seeking a Client Services Manager to oversee service setup, transition to operation, and day-to-day delivery of contracted services for client accounts. You will coordinate with internal teams and stakeholders to ensure SLAs are met and act as the single point of contact for service delivery escalations.

The role requires strong ITIL/SIAM knowledge, relationship management at senior levels, and experience in outsourcing.

Qualifications

• Proven client services management background.
• Strong ITIL knowledge (v3+).
• Understanding of SIAM.
• Experience in outsourcing environments.
• Excellent communication at customer and technical levels.
• Experience with UK public sector security.

Responsibilities

• Set up ITIL/SIAM services and transition to operation.
• Ensure end-to-end services meet contracted service levels.
• Develop relationships with senior client stakeholders to maximise satisfaction.
• Produce Service Performance Reports and attend reviews.
• Document, monitor, and improve services using Service Improvement Plans.
• Act as escalation point for service teams and client.
• Ensure acceptance of new or amended services into production.
• Communicate clearly to client and internal teams.
• Understand business-critical processes and impact of service failures.
• Contribute to Customer Account Plan and contract deliverables.
• Identify new revenue opportunities and pass to Sales.

Skills

Client services management

ITIL (v3+)

SIAM knowledge

Stakeholder communication

Outsourcing experience

Service Improvement Plans

Public sector knowledge (UK Police)

Job description

NEC Software Solutions is seeking a Client Services Manager to oversee service setup, transition to operation, and day-to-day delivery of contracted services for client accounts. You will coordinate with internal teams and stakeholders to ensure SLAs are met and act as the single point of contact for service delivery escalations.

The role requires strong ITIL/SIAM knowledge, relationship management at senior levels, and experience in outsourcing.