Client Services Manager

IT/Software/Telecoms jobs >> IT

Negotiable

Permanent

Description

COMPANY PROFILE
Our Client is a managed services provider based in Bedfordshire, established in 1996. Their
service portfolio includes enterprise cloud, including our own Virtual Private Cloud IaaS
platform, and integrating public cloud services, such as Microsoft Azure, Office 365, Amazon
AWS, Managed Desktop builds, Helpdesk Services, Managed Networks, WANs and
Telephony. They offer leading edge consultancy and expertise in these areas for
organisations of any size.
 
DESCRIPTION:
The Client Services Manager will be responsible for owning and overseeing the delivery of services to specific clients in line with contractual and service level commitments.
They will ensure robust processes and procedures are maintained to ensure consistently high service performance.
They will manage Service Delivery to the clients and ensure opportunities to drive incremental revenue are identified as part of proactive scope management.
Owning the commercial/technical change process, they will negotiate, scope and manage the implementation of small/medium change.
Commercially astute, they will build trusted stakeholder relationships and serve as the customer first point of contact – closely monitoring customer feedback to develop quality improvement processes.
Managing the service execution relationship – they will lead structured reviews with the customer and contribute to account development plans.
As the Clients representative within the organisation they will manage the transition and on boarding of new services, working with stakeholder groups – to maximise uptime/service performance and customer satisfaction.
 
KEY RESPONSIBILITES:

Manage the Clients Service Delivery execution against contracted service levels, ensuring the organisation fulfils its obligations.
Assists with the commercial renewal process for contracted services
Owns, manages the Service delivery relationship, acting as the first point of contact for escalations.
Undertakes periodic service reviews, building out longer term capacity/account plans in partnership with the customer, proactively identifying upsell opportunities and reducing cost for the customer.
Owns the customer change board internally.
Responsible for the scoping, negotiation, management and delivery of small to medium change for the customer.
Builds deep and trusted relationships with the customer, at all levels and is seen as the go to person in relation to all service delivery matters.
Acts as the customer advocate , ensuring appropriate quality and best practice to maintain and improve customer satisfaction.
Manage the seamless transition from Projects to Service – to safeguard quality and customer solution integrity.
Monitor the success of new Services and Changes to ensure we are meeting the required standards.
Analyse service incidents, looking at performance metrics, trends and root cause.
Recommending further investigations and/or remedial actions where necessary.
Acts in the capacity of an Escalation or Duty Manager.  
QUALIFICATIONS:

ITIL Service Desk & Incident Management.
Professional training in Commercial Customer Management, and Negotiation  
EXPERIENCE:

Excellent communication skills, both verbal and written.
Confident, articulate and clear communication skills with customer at all levels
Ability to stay calm during critical times and always delivering the company message.
Excellent organisational and time management skills.
Excellent problem solving, troubleshooting and trend analysis skills.
Accuracy and attention to detail, methodical and organised approach.
Ability to follow and contribute to standard operating procedures and documentation.
Ability to sensibly escalate and manage calls to third parties and to inform clients of major incidents where necessary.
Commercial awareness, with an ability to interpret customer contracts and service schedules.
Manage customer expectations against a defined standard/scope and identify change/upsell.
Quickly builds rapport and trusted relationships with customer stakeholders.
Able to vary and adapt communication style translating complex technical issues to non-technical audiences.
Experience managing/supervising a team within a matrix environment.
Ability to learn and adapt to new products and procedures as they appear, as driven by client requirements.
Good all round appreciation of ITIL standards.
Financial controls including an understanding of profit and loss, margins and working capital.
Good appreciation of current Microsoft technology stack. Experience of working as a Service Delivery manager for a Managed Service Provider or in an Operations / Service Centre is highly advantageous
  • 1
  • Negotiable
  • None
  • None
  • CV-92819
  • Permanent
  • 8

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