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Client Service Manager

Job Description

Experience (Years): 9-12 years
Industry / Technology
background: IT Client Service Management
Location: Mumbai
Working Hours: UK Business Hours; Available 24x7
Role Summary:

The Client Services Manager has responsibility for the day-to-day 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 (SLA’s) or to reasonable endeavour
performance targets (contract dependent) in line with the customer
requirements, and to act as the single point of contact for escalations.

The core responsibilities of the role will be to:
● Responsible for ensuring end to end services provided to our
Customer 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 customer’s IT/IS business strategy
● Responsible for the production of a Service Performance Report and
attendance at Customer Service Reviews
● Responsible for the Service Credit Calculation, if applicable
● Working 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
● Responsible for providing excellent communication to your Customer
and internal to Service teams
● Accountable for the acceptance of new or amended services into
production and the ongoing management to contracted service levels
● Will understand business-critical processes and how these can be
impacted by service failures, ensuring that this knowledge is cascaded

Job Description
● Contribute to the development and ongoing management of the
Customer Account Plan providing Service information and contract
● 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 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)

Overall Project/Task description
The successful candidate will be required to undergo security clearance. Continuation of the role will be
contingent on successfully obtaining and maintaining the required clearance.
You will be required to act as a point of escalation 24x7 in the event of a high priority incident, for which additional compensation will be provided.

Candidates should hold or be able to demonstrate the following qualifications and experience:
● Excellent English Vocabulary - Speaking and writing skills
● Experience of bespoke software applications;
● Experience of working within a structured process driven environment;
● ITIL V3 Foundation certification (minimum);
● Exposure to SIAM- desirable not essential
● Experience of development & delivery of Service Improvement Plans
● Experience of working with Mission Critical applications
● Proven Client Services Management background
● Knowledge of the various technologies used to deliver services
● Public sector knowledge specifically around the UK Police Forces
Candidates should be able to demonstrate that they are:
● Self-motivated with a desire to learn and enjoys helping people
● Logical when problem solving and able to think laterally
● Capable of communicating to technical and non technical staff unambiguously at all levels
● Willing to challenge and improve existing processes and practices
● Capable of multi-tasking and balancing complex customer and internal priorities
● Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing


Any Graduation

Additional Information

Good Communication Skills required.

Mumbai, MH, IN