NTT DATA Customer Service Manager

7 days ago

Glasgow, Glasgow City, United Kingdom NTT DATA Full time

Job Summary

The Customer Service Manager will be responsible for managing a large portfolio of small customers, building relationships, and nurturing growth opportunities. This role will also involve tracking contractual obligations, coordinating support teams, and acting as the central contact person for customers.

Main Responsibilities

  • Service Delivery Management and Quality Assurance
  • Delivery quality of agreed services to achieve customer satisfaction
  • Service Level & Escalation Management
  • Coordination of customer reporting
  • Coordination of escalation process
  • Primary point of contact for escalation and de-escalation
  • Ensure time charging is accurate and managed effectively
  • Reviewing and approving time entries against customer's project codes
  • Tracking, managing, and reporting customers' budget of pre-paid time
  • Reviewing and approving invoices and statements prior to submission to the customer
  • Liasing with internal support teams and customer contacts
  • Ensuring operational teams are aware of changes and service operation activities
  • Updating internal and external customer documentation regularly
  • Providing feedback to Line Manager(s) of AMS consultants, TMS consultants, and Hosting resources
  • Attending regular meetings/calls with Account Managers to develop and maintain awareness of all activity across the customer's services

Additional Responsibilities

  • Analyse support activities and initiate appropriate measures if required
  • Production of reports (weekly/monthly/quarterly) dependent on the customer's requirements
  • Attend customer meetings – either remotely or face to face – to present/discuss reports (weekly/monthly/quarterly) dependent on the customer's requirements
  • Identify and drive improvement opportunities
  • Define and manage priorities (in collaboration with the customer)
  • Track and report financial information related to assigned account(s)

About NTT DATA

NTT DATA is a dynamic and innovative organization that transforms SAP solutions into value. We encourage you to consider becoming a part of our team and contributing to our mission.

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