Senior Client Services Manager

4 weeks ago

Oxford, Oxfordshire, United Kingdom Endava Full time

Role Overview:

As a Senior Service Delivery Manager at Endava, you will play a pivotal role in fostering strong client relationships and ensuring the successful delivery of IT services. Your responsibilities will encompass a variety of key areas:

  • Client Relationship Development: Cultivating and maintaining robust relationships with clients to understand their needs and expectations.
  • Contract Management: Engaging in negotiations related to client and internal contracts to ensure alignment and clarity.
  • Service Design Requirements: Contributing to the formulation of service design specifications that meet client demands.
  • Cost and Resource Estimation: Assisting in the accurate estimation of costs, timelines, and resource allocations necessary for fulfilling service commitments.
  • Service Catalogue Oversight: Ensuring the Service Catalogue is effectively established, agreed upon with clients, and regularly updated.
  • Service Governance: Monitoring and evaluating the quality of services provided, including SLA management and other performance metrics.
  • Process Management: Establishing and maintaining essential processes for delivering client services efficiently.
  • Performance Monitoring: Regularly measuring and reporting on activities governed by contractual agreements and service management processes.
  • Financial Management: Supporting the planning and management of financial budgets to mitigate risks and enhance profitability.
  • Customer Satisfaction: Actively monitoring and working to improve the overall customer experience.
  • Problem Resolution: Contributing to the timely resolution of issues with minimal disruption.
  • Service Transition: Ensuring new services or changes are smoothly transitioned into operational support.
  • Business Continuity Planning: Collaborating with clients on strategies for risk management and impact analysis.
  • Continuous Service Improvement: Promoting ongoing enhancements in service delivery.
  • Contingency Planning: Participating in the development of strategies to address significant disruptions in IT services.
  • Communication Bridge: Acting as a liaison between clients and internal operational teams.

Required Skills and Experience:

  • Proven experience in delivering ITIL-aligned services meeting SLAs.
  • Familiarity with relevant technologies, including virtualization and networking.
  • Strong communication skills, capable of engaging with a diverse range of stakeholders.
  • Exceptional organizational skills with a track record of producing comprehensive service delivery documentation.
  • Ability to manage multiple projects and adapt to shifting client priorities.
  • Fluency in English, both written and spoken.
  • Proficient in crafting clear and concise reports.
  • Diplomatic approach with the ability to maintain composure under pressure.

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