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Senior Client Services Manager

2 months ago


Hemel Hempstead, Hertfordshire, United Kingdom NEC Software Solutions Full time
About the Role

We are seeking a highly skilled and experienced Service Delivery Lead to join our team at NEC Software Solutions. As a key member of our organization, you will be responsible for overseeing the day-to-day management of our software services, Cloud infrastructure, and applications, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities
  • Service Delivery Management
    • Accountable for the delivery of our operational services to customers, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
    • Monitor service performance, identifying and addressing areas for improvement.
    • Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.
    • Responsible for the development and ongoing maintenance of the Service Blueprint in line with relevant contractual obligations.
  • Customer Engagement Management
    • Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
    • Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.
    • Develop and implement strategies to enhance customer satisfaction and retention.
    • Ability to articulate the NEC Software Solutions service proposition and its value for new business opportunities.
  • Incident and Change Management
    • Accountable for Major Incident Management, ensuring timely resolution and communication.
    • Accountable for Security Incident Management, ensuring timely resolution and communication.
    • Help assess the impact of change and develop suitable mitigations.
    • Manage the change process and schedule, coordinating with relevant teams to minimize disruption to services.
    • Manage the 'Acceptance into service' process, working with the Delivery Manager to ensure a smooth transition from project to a 'live' service.
    • Manage the approval and communication of change activities through relevant stakeholders.
    • Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.
  • Performance Reporting
    • Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
    • Analyze data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.
  • Collaboration and Communication
    • Work closely with local DevOps, infrastructure services, application teams, and third-parties to ensure seamless service delivery.
    • Facilitate cross-functional collaboration to address and resolve service-related issues.
    • Accountable for ensuring that learning resources are suitable, up-to-date, and accessible. Coordinating with the training function for user-facing services and engineering/DevOps for platform and application changes.
    • Communicate effectively with customers, internal teams, and senior management.
    • Work with Product Manager to make suggestions for product improvements based upon customer feedback and thematic analysis of reoccurring issues.
  • Continuous Improvement
    • Drive continuous improvement initiatives for service delivery, customer satisfaction, and better outcomes for service users.
    • Remain aware of industry trends and best practices in service management.