Client Services Manager
Client Services Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Client Services Manager (CSM) is responsible for the daytoday 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 businessasusual aspects but also service enhancements and upgrades implementation of agreed nonproject 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 highquality 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 predefined Key Performance Indicators and will be the dedicated point of contact for all service related engagement. This includes;
- Responsible for ensuring end to end services provided to our Customers are functioning and meet contracted service levels and quality standards.
- Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the Customers IT/IS business strategy.
- Acting as the Information Asset Owner on behalf of the customer ensuring that their data is handled stored processed and disposed of appropriately
- Know what Information Assets are under your guardianship (NEC and Customer) and ensure this knowledge is current
- Liaise with the internal relevant teams to ensure maintenance activities including vulnerability patching take place in accordance with the contract (for hosted solutions).
- Liaise with internal teams to ensure any changes in the product / service offering are properly processed (legal / DPO technical compliance etc) including technical road map changes made by / to (sub) processors location of data and could be internal or on request from the customer or other partner.
- Ensure that any data accessed as part of the contract the CSM is responsible for is accessed handled stored and processed appropriately taking a proactive role in the whole solution / account including onshore / offshore access plus the usual service management activities (reports / meetings etc).
- Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews.
- Working across NEC to document monitor measure and improve services delivered to Customers through the use of Service Improvement Plans.
- Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services.
- Responsible for providing excellent communication to Customers and internally to Service teams.
- Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels.
- Will understand businesscritical processes and how these can be impacted by service failures ensuring that this knowledge is cascaded through the Service teams.
- Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables.
- Using strong Customer relationships identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
- Management of risk to a point of acceptance mitigation or escalation.
- Responsible for understanding and ensuring adherence to corporate policy processes procedures and guidelines especially with reference to information security.
- Minimise Service Credit liabilities through the use of Service Improvement Plans or Risk Management.
- Seek to convert clients to reference site status (where appropriate).
- Work with product management teams to provide product roadmaps and instigates or participates in upgrade planning discussions.
- Becomes the Customers client champion within NEC.
- Manage block bookings of consultancy days where necessary.
- Organise and coordinate bespoke quotes and developments where necessary.
- Advise on new product developments and release content where necessary.
- Contribute to any NEC tender submissions as required.
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 selfstarter 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 8.5
- 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.
OTHER INFORMATION
- Candidates must be able to demonstrate a preexisting right to work and travel within the UK. Documentary evidence will be required.
- A Full UK Driving License.
- All offers are subject to satisfactory vetting references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required along with further vetting checks like SC and NPPV3
NEC Software Solutions is an equal opportunities employer welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
Were NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad our software is helping to dispatch ambulances support families keep trains on the move locate missing people and even test the hearing of newborn babies.
Working with us youll be helping our 3000 employees push the boundaries of whats possible and support amazing public services.
We work with governments hospitals police forces housing providers local authorities and more. We help them pay financial support faster speed up treatments for patients and respond to emergencies in the right way. The more we do the more our customers can do for others. And together we make a world of difference.
Wed love your help. And well support you all the way
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
