Service Relationship Manager

Claranet Limited; Gloucester; On-site; GBP 55,000 - 82,000; Full time

Benefits offered by this job

Pension

Healthcare

Gym memberships

Wellbeing support

Annual leave

Learning & development

Job summary

Claranet Limited is seeking a Service Relationship Manager to own strategic relationships with corporate clients across Hosting, Network, Communications and Security services. You will drive service excellence, governance and customer satisfaction through proactive reviews and clear escalation paths.

The role requires strong commercial acumen, stakeholder engagement across multiple geographies, and the ability to navigate change in a digital, fast-moving environment.

Qualifications

• Experience in managing complex customer relationships in a client services context.
• Ability to drive service improvement, governance and customer satisfaction.
• Strong communication across levels and geographies, with ITIL awareness.

Responsibilities

• Owns the relationship with one or more corporate customers and contracted services.
• Accountable for delivery of KPIs and SLAs.
• Organises and chairs customer service review meetings and governance.
• Builds long-term partnerships and drives opportunities with internal stakeholders.
• Evaluates impact of infrastructure changes on client environments and mitigates risks.
• Engages in customer satisfaction surveys and service stability metrics.

Skills

Relationship management

ITIL awareness

Stakeholder communication

Digital savvy

Change management

Tools

Cloud knowledge

Job description

Position Summary

Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet's Service Relationship Managers (SRM's) are responsible for the service relationships of Claranet's customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer's needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Objectives & Key Results

Key Responsibilities

• Owns the relationship with one or more of Claranet's Corporate customers contracted services across Claranet's portfolio of Hosting, Network, Communications and Security services
• Accountable for successful delivery of all clients contracted service and key KPI's and SLA's
• Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
• Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity
• Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery "peaks and troughs"
• Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts
• Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
• Evaluate infrastructure Changes or new projects for operational impact to the client's system and implement strategies to mitigate any negative service effects
• Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client's environments through monthly / quarterly / annual surveys
• Effective resolution of all escalations relating to services provided, including production of incident reports when required
• Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement

Required Qualifications & Experience

• Behavioural Competencies - Organisational & Behavioural Fit
• Demonstrable ability to work within a matrix organization
• Innovative, digital native, technology "hungry", is comfortable with ambiguity and a change environment that is the "digital era"
• Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Demonstrable experience of leading change within a customer driven environment
• Excellent decision making & problem solving skills
• Able to confidently identify ways to maximize customer growth & retention opportunities
• Ability to communicate confidently at all levels whilst demonstrating close attention to detail
• Proven ability to work creatively and analytically in a problem-solving environment
• Self-motivated - personal drive and enthusiasm to continually improve and readily embrace change
• Appreciation of ITIL methodologies and standards
• Excellent commercial acumen and business awareness
• Knowledge of Public & Private Cloud, Infrastructure, Security, Network and Communications and associated Managed Services

Benefits

At Claranet, we go the extra mile with our people-because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer-matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App-based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development:Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet , our internal community that supports causes close to our employees' hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We're proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive t