Full-Time Client Services Manager

Client Services Manager (CSM) is responsible for day-to-day management and service delivery to specific customer accounts. Ensures all services meet contractual Service Level Agreements (SLAs). Acts as single point of contact for service delivery escalations, covering business-as-usual, enhancements, upgrades, non-project plans, service/change management, business continuity, disaster recovery, and client review meetings. Responsible for providing high-quality service throughout service agreements. Requires extensive IT industry experience, with knowledge of Local Government, Housing Associations, and Central Government (where applicable).

Key Roles & Responsibilities:

• Manages service delivery against KPIs.
• Dedicated point of contact for all service engagements, ensuring functioning end-to-end services meet contracted levels/quality.
• Manages/develops senior-level customer relationships for maximum satisfaction and alignment with customer IT strategy.
• Acts as Information Asset Owner, handling, storing, processing, and disposing of customer data appropriately.
• Liaises with internal teams for maintenance (vulnerability patching), service/product changes (legal, DPO, technical, compliance), technical roadmaps, and data location.
• Ensures appropriate access, handling, storage, and processing of data accessed under contract.
• Produces Service Performance Reports and attends Customer Service Reviews.
• Documents, monitors, measures, and improves services through Service Improvement Plans.
• Escalates service issues for appropriate resolution aligned with contracted services.
• Provides excellent communication to customers and internal teams.
• Manages acceptance of new/amended services and ongoing adherence to service levels.
• Understands business-critical processes and impacts of service failures, communicating knowledge to service teams.
• Develops/manages the Customer Account Plan providing service information and contract deliverables.
• Identifies new revenue opportunities and notifies Sales Account Managers.
• Manages risk to acceptable level, mitigating or escalating where necessary.
• Ensures adherence to corporate policies, processes, procedures, and guidelines (especially information security).
• Minimizes service credit liabilities through Service Improvement Plans/risk management.
• Seeks to convert clients to reference site status.
• Works with product management teams on product roadmaps and upgrade planning.
• Serves as client champion for the customer within NEC.
• Manages block bookings of consultancy days/organizes quotes/developments as needed.
• Advises on new product developments/release content, contributing to NEC tender submissions.

What is the last date for applying to the job?

Which countries are accepted for this remote job?