Client Services Manager
3 months ago
Job Description
The Client Services Manager (CSM) is responsible for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs), and to act as the single point of contact for all service delivery escalations. This not only covers the business-as-usual aspects but also service enhancements and upgrades, implementation of agreed non-project related plans, service / change management, business continuity and disaster recovery plans and client review meetings, along with attendance at audits where necessary.
The CSM shall be responsible for the provision of the Services for the duration of the agreements and shall be accountable for the delivery of a high-quality service to our Customers. This individual shall have extensive experience of the IT industry, together with relevant experience and knowledge of Local Government, Housing Associations and Central Government departments where appropriate.
Key Roles & Responsibilities
The CSM will manage the delivery of the services against a set of pre-defined Key Performance Indicators and will be the dedicated point of contact for all service related engagement. This includes;
Qualifications
Functional & Technical Skills
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. Develop and deliver Service Improvement Plans. Public sector knowledge specifically Local Government. Must be a resilient self-starter who is happy to work alone. Sound commercial understanding.
Additional Information
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 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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