Full-Time Client Service Manager

The Client Services Manager is responsible for the day-to-day management and delivery of contracted services to specific customer accounts.

• Ensuring services are delivered to contractual Service Level Agreements (SLA’s)
• Acting as the single point of contact for escalations.

Core Responsibilities:

• Ensuring end-to-end services meet contracted service levels and quality standards.
• Managing and developing customer relationships to maximize satisfaction.
• Producing Service Performance Reports and attending Customer Service Reviews.
• Managing Service Credit Calculation.
• Improving services through Service Improvement Plans.
• Serving as an escalation point for Service teams and Customers.
• Ensuring excellent communication.
• Managing the acceptance of new or amended services.
• Understanding business-critical processes and cascading this knowledge.
• Contributing to Customer Account Plan development.
• Identifying new revenue opportunities.
• Managing risk to a point of acceptance or mitigation.
• Ensuring adherence to corporate policy, processes, and guidelines.
• Minimizing Service Credit liabilities.
• Seeking to convert clients to Reference Status.

Skills and Experience:

• Bachelor's Degree or equivalent
• Experience in an Engineering discipline
• ITIL V3 (minimum), V4 desirable
• Excellent Communication Skills (written and oral)
• Excellent ability to produce Service Management documentation and Reports
• Excellent Business Relationship skills
• Experience of working Remotely
• Excellent Analytics and Problem solving skills
• Experience with IT Service Management Tools

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