Associate Client Service Manager

Our philosophy is to understand our customers’ business first before we get to the technology.

This approach leads to clever software; streamlining old processes, saving money and delivering positive change.

Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.

We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide - this brings in new opportunities without limits for growth and innovation.

Opening for ACSM

Experience (Years): 8-10 years

Industry / Technology background: IT Client Service Management

Location: Mumbai

Working Hours: UK Business Hours; On-Call Support

The Associate Client Services Manager has responsibility for assisting the Senior Client Service Manager with the day-to-day management and 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 one of the point of contacts for all service delivery escalations.

The core responsibilities of the role will be to:

• Assist with transition of a major client into BAU Service Operation
• Ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
• Will develop, under supervision from the Senior CSM, customer and third party relationships at all levels to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy and processes
• Assist with the production monthly reports for example but not limited to the Service Performance Report and Service Credit calculations
• Be involved in set up of the service, assisting with the production of deliverable documents
• Assist the Senior CSM with working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans
• Assist the Senior CSM on escalations for Service teams and work with the Senior CSM & the Customer to ensure correct outcomes are achieved and in line with contracted services
• Provide excellent communication to your Customer, third party and internal to Service teams
• Assist the Senior CSM to ensure acceptance of new or amended services into production and the ongoing management to contracted service levels
• They will understand and ensure adherence to corporate policy, processes, procedures and guidelines
• Assist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management
• Deputise for the Senior CSM when required.

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.

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);
• Experience in Microsoft Power BI
• Advanced Microsoft office Skills
• Exposure to SIAM
• 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 graduate

NA