Client Service Delivery Manager

5 days ago

Mumbai, Maharashtra, India beBeeCustomer Full time ₹ 45,00,000 - ₹ 60,00,000

Job Title: Senior Client Services Manager

About the Role

The Associate Client Services Manager will play a key role in managing contracted services to specific customer accounts. Working closely with the Senior Client Service Manager, this individual will be responsible for ensuring all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavour performance targets, contract dependent, in line with customer requirements.

Main Responsibilities:
  • Assist with the transition of major clients into BAU Service Operation
  • Evaluate end-to-end services provided to our customers and ensure they meet contracted service levels and quality standards
  • Develop customer and third-party relationships at all levels to maximise customer satisfaction and ensure services align with the customer's IT business strategy and processes
  • Contribute to the production of monthly reports, such as the Service Performance Report and Service Credit calculations
  • Be involved in setting up services, assisting with the creation of deliverable documents
  • Work with the Senior CSM on escalations for Service teams and collaborate with the customer to ensure correct outcomes are achieved and in line with contracted services
Qualifications and Requirements
  • Excellent English vocabulary - speaking and writing skills
  • Experience working with bespoke software applications
  • Background in structured process-driven environments
  • ITIL V3 Foundation certification, minimum
  • Proficiency in Microsoft Power BI
  • Advanced Microsoft office Skills
  • Familiarity with SIAM
  • Experience developing and delivering Service Improvement Plans
  • Knowledge of technologies used to deliver services
  • Public sector knowledge, specifically around UK Police Forces

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