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Client Services Manager

2 months ago

London, Greater London, United Kingdom Verisk Full time
Job Overview

Purpose of the Role:

At Verisk, we prioritize client satisfaction and strive to provide exceptional support services that enhance the overall customer journey. The Service Delivery Manager is integral in supervising service provision to our key clients, assessing performance metrics, and executing quality enhancement initiatives driven by client feedback.

This position demands excellent relationship management capabilities, adeptness in setting and managing expectations, and the ability to motivate internal teams to uphold superior standards. Additionally, the Service Delivery Manager identifies potential sales avenues by comprehending the IT requirements of clients and working closely with account managers and sales teams.

Key Responsibilities:

Service Oversight

  • Responsible for ensuring the excellence of services provided to clients
  • Serve as the primary contact and escalation point for client-related concerns
  • Develop and maintain relationships with support teams and end-users to facilitate effective communication
  • Oversee and enhance service delivery workflows
  • Establish and nurture relationships with client stakeholders
  • Conduct service review meetings, prioritizing defects, issues, and necessary changes

Qualifications

Required Knowledge and Experience:

Essential:

  • Proven experience in software delivery and IT service management
  • Capability to manage tasks across various product lines
  • ITIL Foundation Level certification
  • Outstanding customer service abilities and knowledge of ITIL practices
  • Excellent written and verbal communication skills
  • Ability to work collaboratively in a team environment

Additional Preferred Skills:

  • Experience in relevant industry sectors
  • Proficiency in Spanish
  • Experience in Project Management
  • Familiarity with TOGAF principles
  • Knowledge of Zendesk
  • Experience in Business Intelligence and Reporting
  • ITIL Practitioner certification