Associate Client Services Manager

• Assist the Senior Client Service Manager with the day-to-day management and of contracted services to specific customer accounts
• Work 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
• Act as one of the point of contacts for all service delivery escalations
• 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
• 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
• Undergo security clearance
• May be required to join an out of hours rota for the provision of application support services outside of normal working hours (on a 24 hours x 7 days basis, specifically overnight, at weekends, and over Public Holidays), for which additional compensation will be provided

• 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
• Education: Bachelor’s Degree or equivalent in Engineering
• Experience (Years): 8-10 years
• Industry / Technology background: IT Client Service Management

Additional compensation will be provided for out of hours rota work