{"id":284333,"url":"https://alion.io/job/nec-software-solutions-associate-client-service-manager","title":"Associate Client Service Manager","company":{"id":4310,"name":"NEC Software Solutions","domain":"necsws.com","url":"https://alion.io/company/necsws","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":17,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":17500,"period":"year","method":"role_seniority_country_cell","sample_n":17},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2025-12-23T08:48:53Z","employer_posted_date":"2025-12-23","last_verified_at":"2026-11-07T18:52:03Z","board_verified":true,"closed_at":null,"days_open":319,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":318},"description":"Our philosophy is to understand our customers’ business first before we get to the technology.\nThis approach leads to clever software; streamlining old processes, saving money and delivering positive change.\nOur 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.\nBased in the UK but working around the world, our 2,000 employees help improve the services that matter most.\nWe 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.\nOpening for ACSM\nExperience (Years): 8-10 years\nIndustry / Technology background: IT Client Service Management\nLocation: Mumbai\nWorking Hours: UK Business Hours; On-Call Support\nThe 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.\nThe core responsibilities of the role will be to:\nAssist with transition of a major client into BAU Service Operation\nEnsuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards\nWill 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\nAssist with the production monthly reports for example but not limited to the Service Performance Report and Service Credit calculations\nBe involved in set up of the service, assisting with the production of deliverable documents\nAssist 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\nAssist 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\nProvide excellent communication to your Customer, third party and internal to Service teams\nAssist the Senior CSM to ensure acceptance of new or amended services into production and the ongoing management to contracted service levels\nThey will understand and ensure adherence to corporate policy, processes, procedures and guidelines\nAssist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management\nDeputise for the Senior CSM when required.\nOverall Project/Task description\nThe successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance.\nCandidates should hold or be able to demonstrate the following qualifications and experience:\nExcellent English Vocabulary - Speaking and writing skills\nExperience of bespoke software applications;\nExperience of working within a structured process driven environment;\nITIL V3 Foundation certification (minimum);\nExperience in Microsoft Power BI\nAdvanced Microsoft office Skills\nExposure to SIAM\nExperience of development & delivery of Service Improvement Plans\nExperience of working with Mission Critical applications\nProven Client Services Management background\nKnowledge of the various technologies used to deliver services\nPublic sector knowledge specifically around the UK Police Forces Candidates should be able to demonstrate that they are:\nSelf-motivated with a desire to learn and enjoys helping people\nLogical when problem solving and able to think laterally\nCapable of communicating to technical and non technical staff unambiguously at all levels\nWilling to challenge and improve existing processes and practices\nCapable of multi-tasking and balancing complex customer and internal priorities\nAble to concisely and clearly communicate, using an excellent level of English, both verbally and in writing\nAny graduate\n NA","description_format":"text","description_chars":4490,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Law Enforcement"],"lifecycle":[{"event":"open","at":"2026-09-05T13:47:42Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long 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