Client Services Manager — ITIL/SIAM & SLA Delivery

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

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.