Opening for ACSM
Experience (Years): 8-10 years
Industry / Technology background: IT Client Service Management
Location: Mumbai
Working Hours: UK Business Hours; On-Call Support
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鈥檚) 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 core responsibilities of the role will be to:
鈼廇ssist with transition of a major client into BAU Service Operation
鈼廍nsuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
鈼廤ill 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鈥檚 IT/IS business strategy and processes
鈼廇ssist with the production monthly reports for example but not limited to the Service Performance Report and Service Credit calculations
鈼廈e involved in set up of the service, assisting with the production of deliverable documents
鈼廇ssist 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
鈼廇ssist 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
鈼廝rovide excellent communication to your Customer, third party and internal to Service teams
鈼廇ssist the Senior CSM to ensure acceptance of new or amended services into production and the ongoing management to contracted service levels
鈼廡hey will understand and ensure adherence to corporate policy, processes, procedures and guidelines
鈼廇ssist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management
鈼廌eputise for the Senior CSM when required.
Overall Project/Task description
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.
Candidates should hold or be able to demonstrate the following qualifications and experience:
鈼廍xcellent English Vocabulary - Speaking and writing skills
鈼廍xperience of bespoke software applications;
鈼廍xperience of working within a structured process driven environment;
鈼廔TIL V3 Foundation certification (minimum);
鈼廍xperience in Microsoft Power BI
鈼廇dvanced Microsoft office Skills
鈼廍xposure to SIAM
鈼廍xperience of development & delivery of Service Improvement Plans
鈼廍xperience of working with Mission Critical applications
鈼廝roven Client Services Management background
鈼廗nowledge of the various technologies used to deliver services
鈼廝ublic sector knowledge specifically around the UK Police Forces Candidates should be able to demonstrate that they are:
Self-motivated with a desire to learn and enjoys helping people
鈼廘ogical when problem solving and able to think laterally
鈼廋apable of communicating to technical and non technical staff unambiguously at all levels
鈼廤illing to challenge and improve existing processes and practices
鈼廋apable of multi-tasking and balancing complex customer and internal priorities
鈼廇ble to concisely and clearly communicate, using an excellent level of English, both verbally and in writing