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Senior Client Services Director

2 months ago

Hemel Hempstead, Hertfordshire, United Kingdom NEC Software Solutions Full time
Job Title

Senior Client Services Director

About Us

We are NEC Software Solutions, a leading provider of software solutions for public services. Our mission is to help our customers make a difference in the world.

Job Description

This role is aligned with the responsibilities of a Service Owner, following the DDaT (Digital, Data, and Technology) framework, with additional activities to ensure the seamless delivery of our operational services to customers. The successful candidate will oversee the day-to-day management of our software services, Cloud infrastructure (AWS and Azure), and applications, ensuring high levels of customer satisfaction and operational efficiency.

Main Responsibilities
  • Service Delivery Management
    • Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimising any service credits payable.
    • 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 NECDS 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 minimise 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.
    • Analyse data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.
Requirements
  • Qualifications
    • Must have:
    • Proven experience in a similar Service Owner role.
    • An understanding of service delivery into complex, multi-stakeholder organisations.
    • Excellent stakeholder management and communication skills.
    • Ability to analyse data and produce insightful reports.
    • Strong problem-solving and decision-making abilities.
    • Familiarity with ITIL or similar service management frameworks.
    • Ability to work effectively in a fast-paced, dynamic environment.
    • Experience in the software or technology industry.
  • Desirable Skills
    • Certification in ITIL or similar service management frameworks.
    • Knowledge of best practices in customer success and service delivery.
    • Experience with Cloud infrastructure and application management.
    • Experience of reconciling CI/CD and ITIL methodologies would be advantageous.
Benefits

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

  • 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 8.5%.
  • A selection of flexible benefits to suit your individual needs.
  • All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Estimated Salary

£60,000 - £80,000 per annum, depending on experience.