Client Services Manager

at  NEC Software Solutions

Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
The Client Services Manager (CSM) is responsible 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 (SLAs), and to act as the single point of contact for all service delivery escalations. This not only covers the business-as-usual aspects but also service enhancements and upgrades, implementation of agreed non-project 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 high-quality 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.

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 self-starter who is happy to work alone.
• Sound commercial understanding.
  Additional Information

The CSM will manage the delivery of the services against a set of pre-defined 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 Customer’s 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 on-going 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 through the Service teams.
• Contribute to the development and on-going 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 Customer’s ‘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