Client Service Manager

Summary

Join NEC Software Solutions as a Client Services Manager and play a vital role in delivering contracted services to key accounts. You will be the primary point of contact for escalations, managing customer relationships, and ensuring service level agreements are met. This position requires frequent travel to London, so convenient commute is essential. Responsibilities include service performance reporting, service credit calculation, service improvement planning, and identifying new revenue opportunities. The ideal candidate possesses a Bachelor's degree or equivalent in an engineering discipline, ITIL V3 certification (V4 preferred), and strong communication and business relationship skills. NEC offers a competitive benefits package, including private medical cover, paid time off, life assurance, a group pension plan, and flexible benefits.

Requirements

• Have a Batchelors Degree or equivalent Experience in and Engineering discipline
• Have ITIL V3 as a minimum
• Possess Excellent Communication Skills both written and Oral
• Have Excellent Ability to produce Service Management documentation and Reports
• Possess Excellent Business Relationship skills
• Have Experience of working Remotely
• Have Excellent Analytics and Problem solving skills
• Have Experience with IT Service Management Tools
• Demonstrate a pre-existing right to work and travel within the UK

Responsibilities

• Ensure end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
• Manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy
• Produce a Service Performance Report and attend at Customer Service Reviews
• Handle Service Credit Calculation, if applicable
• Work across the organisation 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
• Provide excellent communication to your Customer and internal to Service teams
• Be accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels
• Understand business-critical 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
• Use strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing
• Manage risk to a point of acceptance or mitigation
• Understand and ensure adherence to corporate policy, processes, procedures and guidelines
• Minimise Service Credit liabilities through the use of Service Improvement or Risk Management
• Seek to convert clients to Reference Status (where appropriate)

Preferred Qualifications

Have ITIL V4 certification

Benefits

• 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
• Free access to LinkedIn Learning