Full-Time Client Service Manager

Client Services Manager has responsibility for the day-to-day management and delivery of contracted services.

Responsibilities:

• Ensuring end-to-end services meet contracted service levels and quality standards.
• Managing and developing senior-level customer relationships.
• Producing Service Performance Reports and attending Customer Service Reviews.
• Calculating Service Credits (if applicable).
• Documenting, monitoring, measuring, and improving services.
• Acting as an escalation point for Service teams and customers.
• Providing excellent communication to customers and internal teams.
• Managing new/amended services in production and maintaining contracted service levels.
• Understanding business-critical processes and service failures' impact.
• Contributing to the development and management of the Customer Account Plan.
• Identifying new revenue opportunities.
• Managing risks to acceptance or mitigation.
• Adhering to corporate policies and procedures.
• Minimizing Service Credit liabilities.
• Seeking to convert clients to Reference Status (where appropriate).

Skills & Experience Required:

• Bachelor's Degree or equivalent
• Experience in an Engineering discipline
• ITIL V3 or V4 knowledge
• Excellent communication (written and oral)
• Strong service management documentation and report production skills
• Excellent business relationship skills
• Experience working remotely
• Analytical and problem-solving skills
• Experience with IT Service Management Tools

Benefits:

• Excellent benefits package
• Above-average pension scheme
• Private Medical Cover
• 25 days paid holiday
• Life assurance cover
• Group Pension Plan
• Flexible benefits
• LinkedIn Learning access

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