Senior Client Services Manager

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Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

Service Owner

Role Overview

This role is aligned with the responsibilities of a Service Owner, following the DDaT (Digital, Data, and Technology) framework, with additional activities to ensure the seamless delivery of our operational services to customers. The successful candidate will oversee the day-to-day management of our software services, Cloud infrastructure (AWS and Azure), and applications, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities

Service Delivery Management

1. Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimising any service credits payable.
2. Monitor service performance, identifying and addressing areas for improvement.
3. Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.
4. Responsible for the development and ongoing maintenance of the Service Blueprint in line with relevant contractual obligations.

Customer Engagement Management

1. Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
2. Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.
3. Develop and implement strategies to enhance customer satisfaction and retention.
4. Ability to articulate the NECDS service proposition and its value for new business opportunities.

Incident and Change Management

1. Accountable for Major Incident Management, ensuring timely resolution and communication.
2. Accountable for Security Incident Management, ensuring timely resolution and communication.
3. Help assess the impact of change and develop suitable mitigations.
4. Manage the change process and schedule, coordinating with relevant teams to minimise disruption to services.
5. Manage the 'Acceptance into service' process, working with the Delivery Manager to ensure a smooth transition from project to a 'live' service.
6. Manage the approval and communication of change activities through relevant stakeholders.
7. Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.

Performance Reporting

1. Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
2. Analyse data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.

Collaboration and Communication

1. Work closely with local DevOps, infrastructure services, application teams and third-parties to ensure seamless service delivery.
2. Facilitate cross-functional collaboration to address and resolve service-related issues.
3. Accountable for ensuring that learning resources are suitable, up-to-date and accessible. Co-ordinating with the training function for user-facing services and engineering/DevOps for platform and application changes.
4. Communicate effectively with customers, internal teams, and senior management.
5. Work with Product Manager to make suggestions for product improvements based upon customer feedback and thematic analysis of reoccurring issues.

Continuous Improvement

1. Drive continuous improvement initiatives for service delivery, customer satisfaction and better outcomes for service users.
2. Remain aware of industry trends and best practices in service management.

Qualifications

Must have

1. Proven experience in a similar Service Owner role.
2. An understanding of service delivery into complex, multi-stakeholder organisations.
3. Excellent stakeholder management and communication skills.
4. Ability to analyse data and produce insightful reports.
5. Strong problem-solving and decision-making abilities.
6. Familiarity with ITIL or similar service management frameworks.
7. Ability to work effectively in a fast-paced, dynamic environment.
8. Experience in the software or technology industry.

Should have

1. Certification in ITIL or similar service management frameworks.
2. Knowledge of best practices in customer success and service delivery.
3. Experience with Cloud infrastructure and application management.
4. Experience of reconciling CI/CD and ITIL methodologies would be advantageous.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

1. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
2. 25 days paid holiday with the option to buy/sell (FTE).
3. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
4. A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
5. A selection of flexible benefits to suit your individual needs.
6. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

1. Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
2. A Full UK Driving License.
3. All offers are subject to satisfactory vetting, references and occupational health checks.
4. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required along with further vetting checks like SC and NPPV3.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, 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. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We'd love your help. And we'll support you all the way.