Client Services Manager
1 week ago
Job Title: Client Services Manager
Job Summary:
The Client Services Manager is a key role within NEC, responsible for delivering exceptional service to our customers. This involves managing the day-to-day delivery of contracted services, ensuring that all services are delivered to contractual Service Level Agreements (SLAs), and acting as the single point of contact for all service delivery escalations.
Key Responsibilities:
- Manage the delivery of services against a set of pre-defined Key Performance Indicators (KPIs)
- Develop and maintain strong customer relationships at senior level to maximise customer satisfaction
- Act as the Information Asset Owner, ensuring that customer data is handled, stored, processed, and disposed of appropriately
- Liaise with internal teams to ensure maintenance activities, including vulnerability patching, take place in accordance with the contract
- Ensure that any data accessed as part of the contract is accessed, handled, stored, and processed appropriately
- Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews
- Work across NEC to document, monitor, measure, and improve services delivered to customers through the use of Service Improvement Plans
- Be an escalation point for Service teams and the customer, ensuring correct outcomes are achieved and in line with contracted services
- Responsible for providing excellent communication to customers and internally to Service teams
- Accountable for the acceptance of new or amended services into production and the on-going management to contracted service levels
- Contribute to the development and on-going management of the Customer Account Plan, providing Service information and contract deliverables
- Identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing
- Manage risk to a point of acceptance, mitigation, or escalation
- Responsible for understanding and ensuring adherence to corporate policy, processes, procedures, and guidelines, especially with reference to information security
- Minimise Service Credit liabilities through the use of Service Improvement Plans or Risk Management
Requirements:
- Proven client relationship management background
- Working level understanding of ITIL (v4 preferred)
- Excellent communication skills
- Knowledge of the various technologies used to deliver services
- Experience in working for an outsourcing organisation
- Ability to listen, influence, negotiate, and make decisions
- Excellent analytical skills
- Public sector knowledge specifically Local Government
- Must be a resilient self-starter who is happy to work alone
- Sound commercial understanding
Benefits:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
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