Full-Time Client Service Manager

Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organization to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavor performance targets (contract dependent) in line with customer requirements, and to act as the single point of contact for escalations.

There will be frequent travel to London as part of the role so the post holder will need to live in a conveniently commutable location.

Core Responsibilities:

1. Ensure end-to-end services provided to customers are functioning and meet contracted service levels and quality standards.
2. Manage and develop customer relationships at senior level to maximize customer satisfaction and ensure services align with the customer’s IT/IS business strategy.
3. Produce a Service Performance Report and attend Customer Service Reviews.
4. Handle Service Credit Calculation, if applicable.
5. Document, monitor, measure, and improve services delivered to customers through Service Improvement Plans.
6. Escalate service team and customer issues for correct outcomes and contract adherence.
7. Provide excellent communication to customers and internal service teams.
8. Accept new/amended services into production and manage them to contracted service levels.
9. Understand business-critical processes and their impact of service failures, ensuring this knowledge is cascaded.
10. Contribute to Customer Account Plan development and management, providing service information and contract deliverables.
11. Identify new revenue opportunities and pass them to Sales Account Managers.
12. Manage risk to a point of acceptance or mitigation.
13. Adhere to corporate policy, processes, and guidelines.
14. Minimize Service Credit liabilities through Service Improvement or Risk Management.
15. Seek to convert clients to Reference Status, where appropriate.

Skills and Experience:

• Bachelor's Degree or equivalent
• Experience in an Engineering discipline
• ITIL V3 or V4
• Excellent communication (written and oral)
• Excellent ability to produce service management documentation and reports
• Excellent business relationship skills
• Remote work experience
• Analytics and problem-solving skills
• Experience with IT Service Management Tools

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