Associate Client Service Manager Job at NEC Software Solutions (Mumbai)

Job Description

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 successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance.

Job Responsibility

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

Requirements

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
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

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Associate Client Service Manager

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