Client Services Manager - 12 month FTC
Core
Manage the setup, transition, and day-to-day delivery of contracted IT services to client accounts, ensuring SLA compliance and acting as the single point of contact for escalations.
Role type
Senior Client Services Manager (IT Outsourcing)
Builds
Contracted IT services and service delivery operations
Domain
IT Service Management (ITIL/SIAM) / Public Sector (UK Police)
Required skills
ITIL (v3+), SIAM, Service Level Agreement (SLA) management, Customer relationship management, Service Improvement Plans, Risk management, Stakeholder management, Business-critical process understanding, Revenue opportunity identification
Preferred skills
Public sector knowledge (UK Police Forces), Outsourcing organization experience
Technologies
IT Service Management tools, Service monitoring and reporting platforms
Responsibilities
Manage service setup and transition to operation; Ensure end-to-end service delivery meets SLAs; Act as escalation point for service teams and customers; Produce Service Performance Reports and attend Customer Service Reviews; Develop and deliver Service Improvement Plans; Identify new revenue opportunities for Sales; Manage service risks and minimize credit liabilities; Convert clients to Reference Status.
Seniority
Senior, hands-on IC