Company Overview
We are a leading technology company that helps governments, hospitals, police forces, and other public services deliver better outcomes for their communities.
Our software solutions enable our customers to pay financial support faster, speed up treatments for patients, and respond to emergencies more effectively.
About the Role
The Client Services Manager will be responsible for managing day-to-day relationships with key customers, ensuring delivery of contracted services meets service level agreements (SLAs) or reasonable endeavour performance targets.
This role requires frequent travel to London, so the successful candidate must live in a commutable location.
Key Responsibilities
1. Ensure end-to-end services provided to customers meet contracted service levels and quality standards.
2. Develop and maintain senior-level customer relationships to maximise customer satisfaction and ensure services align with customer IT/IS business strategy.
3. Produce Service Performance Reports and attend Customer Service Reviews.
4. Calculate Service Credit, if applicable.
5. Work across the organisation to document, monitor, measure, and improve services delivered to customers through Service Improvement Plans.
6. Be an escalation point for Service teams and customers, ensuring correct outcomes are achieved and in line with contracted services.
7. Provide excellent communication to customers and internal Service teams.
8. Accountable for accepting new or amended services into production and ongoing management to contracted service levels.
9. Understand business-critical processes and how they can be impacted by service failures, ensuring this knowledge is cascaded through Service teams.
10. Contribute to the development and ongoing management of the Customer Account Plan, providing Service information and contract deliverables.
11. Identify new revenue opportunities using strong customer relationships and pass them to Sales Account Managers for processing.
12. Manage risk to a point of acceptance or mitigation.
13. Ensure adherence to corporate policy, processes, procedures, and guidelines.
14. Minimise Service Credit liabilities through Service Improvement or Risk Management.
15. Seek to convert clients to Reference Status, where appropriate.
Requirements
* Bachelor's Degree or equivalent experience in an Engineering discipline.
* ITIL V3 as a minimum, but V4 desirable.
* Excellent Communication Skills, both written and oral.
* Excellent Ability to produce Service Management documentation and Reports.
* Excellent Business Relationship skills.
* Experience of working Remotely.
* Excellent Analytics and Problem-solving skills.
* Experience with IT Service Management Tools.
What We Offer
* A competitive salary and benefits package, including a generous pension scheme.
* Private Medical Cover funded by NEC for Employees, with options to add family members at an additional cost.
* 25 days paid holiday, with options to buy/sell.
* 4 x basic salary life assurance cover funded by NEC, with options to increase cover at an additional cost.
* A Group Pension Plan with employer contributions up to a maximum of 8.5%.
* A selection of flexible benefits to suit individual needs.
* All colleagues get free access to LinkedIn Learning, with over 15,000 courses covering a huge breadth of subjects.
Additional Information
* Candidates must demonstrate a pre-existing right to work and travel within the UK, with documentary evidence required.
* All offers are subject to satisfactory vetting, references, and occupational health checks.
* Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required.
Who We Are
We're NEC Software Solutions, part of global tech giant NEC Corporation. Our software helps dispatch ambulances, support families, keep trains moving, locate missing people, and even test the hearing of newborn babies.
Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities, and more, helping them deliver better outcomes for their communities.