Client Services Manager

Hemel Hempstead
23 Sep 2020
30 Sep 2020
Contract Type
Full Time
The Client Service 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.

Key Roles & Responsibilities
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.

* Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews.

* Working across NPS 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 NPS.

* 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 NPS tender submissions as required

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