Client Service Manager

BT Group; Kuala Lumpur; On-site; GBP 22,000 - 33,000; Full time

Job summary

BT Group in Malaysia seeks a Client Service Manager to lead a team of client service professionals, ensuring service excellence and ITIL-aligned governance. You will align strategy with the account team, build executive relationships, and drive service improvements across delivery and operations.

You will mentor junior colleagues, manage KPIs, handle escalations, and collaborate with SMEs to design and implement plans that enhance customer outcomes.

Qualifications

• Stakeholder management across levels to align BT services with customer objectives.
• Strong consulting approach to understand business needs and translate into service design.

Responsibilities

• Collaborate with account teams to drive strategic initiatives and input into service design.
• Engage mid to senior executives, presenting outcomes and gaining buy-in for BT proposals.
• Create, manage, and implement Service Improvement Plans on customer accounts to boost KPIs and experience.
• Escalate and resolve issues with internal teams and Front Office stakeholders to ensure timely solutions.
• Communicate effectively to build virtual relationships and maintain strong customer rapport.

Skills

Stakeholder management

Customer service

Communication skills

Problem solving

Analytical thinking

Service improvement planning

ITIL knowledge

Matrix management

Leadership

Continuous improvement

Education

Bachelor's degree in relevant field

Job description

Job Description

Job Title: Client Service Manager

Job Location: Menara 1 Sentrum, MYS Kuala Lumpur - BT office

Advertised Salary: Competitive

About the role

The purpose of the Client Services Manager role is to act as a trusted consultant and advisor to customers, ensuring their operational expectations align with BT's products and services to achieve desired business outcomes, while providing leadership and coaching to junior colleagues on the account. They support strategy alongside the account team, communicating effectively with mid to senior operational and delivery executives to address specific delivery or service issues, mobilize resources, and implement service improvement plans, while upholding Service Management best practices and governance standards to drive positive customer experiences and outcomes.

What you’ll be doing

• Strategic Support: Collaborate with the account team to facilitate strategic initiatives, providing insights into customer needs and preferences, and inputting into operational and service design to support BT bids and align with customer requirements.
• Stakeholder Engagement: Communicate effectively with mid to senior operational and delivery executives, presenting at a senior level with confidence to gain customer buy-in and confidence in BT, while being accountable for outcomes and commitments.
• Service Improvement Planning: Take direct responsibility for creating, managing, and implementing Service Improvement Plans on customer accounts, identifying problem statements, mapping situations affecting customer KPIs or experience, and engaging with relevant ITIL stakeholders to provide solutions for positive outcomes.
• Issue Escalation and Problem Resolution: Engage with internal stakeholders and resources, including Senior colleagues on the account or Front Office stakeholders, to elevate and address issues effectively, mobilize senior resources, and ensure timely resolution of customer concerns.
• Communication and Relationship Building: Effectively communicate with customers to develop virtual relationships, supporting them and maintaining strong customer rapport through proactive communication and problem-solving.
• Compliance and Continuous Improvement: Adhere to ITIL 4 standards and processes, demonstrating solid time management skills, initiative in addressing difficult scenarios, and actively contributing to process development and improvement initiatives.
• Matrix Environment: Effectively associating with specialist areas, coordinating with various SMEs/functions on account, including SLA management, risk, audit, CSI, knowledge, and NPS. Responsible for coordinating plans and initiatives within the matrix environment to ensure seamless collaboration and achievement of objectives.
• KPI Monitoring and Improvement: Monitor Key Performance Indicators (KPIs) and experiences, identify situations affecting them, and engage relevant stakeholders to provide solutions that meet customer needs and drive positive outcomes.
• Team Leadership and Development: Lead and motivate a team of Client Service Professionals, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.

Essential Skills / Experience

• Stakeholder Management: Ability to engage effectively with stakeholders at various levels, understanding their needs, and building strong relationships to ensure alignment with BT's services.
• Customer Service: Ability to effectively consult with customers, understanding their business objectives, operational expectations and challenges, and providing tailored solutions to meet their needs.
• Communication Skills: Strong communication skills, both verbal and written, to effectively communicate with mid to senior operational and delivery executives, as well as other stakeholders, presenting at a senior level with confidence and clarity.
• Problem-solving: Excellent problem-solving skills to address customer issues and concerns effectively, escalating problems as needed, and collaborating with internal stakeholders to find timely solutions.
• Analytical Decision-Making: Ability to analyze data, identify trends, patterns, and areas for improvement, and make informed decisions to drive continuous improvement in service delivery and customer outcomes.
• Service Improvement Planning: Capability to create, manage, and implement Service Improvement Plans on customer accounts, identifying problem areas, mapping situations affecting customer KPIs or experience, and engaging with relevant stakeholders to provide solutions for positive outcomes.
• Service Management Best Practices: Understanding of Service Management best practices frameworks such as ITIL, and experience with implementing governance and compliance standards into client engagements.
• Matrix Management: Proficiency in matrix management, coordinating staff associated with specialist areas, and facilitating collaboration among various SMEs/functions on account, ensuring seamless coordination of plans and initiatives within the matrix environment.
• Continuous Improvement Mindset: Demonstrated commitment to continuous improvement, fostering a culture of excellence and innovation within the team, and driving initiatives to enhance service delivery and customer experiences over time.
• Leadership: Demonstrated ability to lead and motivate a team effectively, fostering a culture of excellence, collaboration, and continuous improvement.

Desirable Skills / Experience

• Extensive experience within a Service or Delivery organisation
• Educational qualification in relevant field
• Effective management (and resolution) of escalations from team
• Deep understanding of Service Management best practices frameworks such as ITIL
• Experience with development of solution processes
• Experience with project management methodology and techniques
• Customer Experience Metrics: Experience with customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures is beneficial, demonstrating a focus on enhancing customer loyalty and satisfaction.
• Experience with leading and managing a team.

About BT International

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.