Client Service Manager

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My client who is based in Bristol is looking for a Senior Client Service Manager to be based in Bristol on an initial 3-6 month contract with the potential to extend.

Purpose Of Role:

The role holder has overall responsibility for the service and delivery relationship on behalf of BT. Accountable for

a large complex managed contract; and/or leads, manages and develops a team of service managers across

multiple contracts. Responsible for setting and executing the service strategy within the customer base. Focused

on delivering contractual service targets, improving customer satisfaction and inspiring loyalty to BT. Capable of

building and maintaining senior relationships to executive level within the customers organisation and within BT.

Key Responsibilities:

Lead, develop and motivate a team of contract service managers or manage a virtual team on a major

contract, spread across one or more geographies.

Deliver the vision and direction set for service priorities within the region for strategic customers and

suppliers.

Ensures delivery of contractual SLA performance, RFT Milestones in programmes and projects, resolves

customer contractual issues and continually improves customer satisfaction.

Operates on larger and more complex customer contract and is responsible for building and enhancing a

mutually beneficial customer relationship demonstrated in Deep Insights and Service and Delivery

Performance.

Possess an in-depth working knowledge of the customer's business and understand the competition

environment.

Responsible for managing the BT service costs for own or teams managed contracts, which have

dedicated resources.

Drives change within the business via service improvement and cost reduction plans.

Takes ownership of stakeholder management within BT, customer and/or third party suppliers.

Creates value and acts as a trusted advisor.

Manages expectations and can negotiate mutually beneficial outcomes and resolve conflict.

Influences business decisions and outcomes at senior to executive level

Owns and resolves escalations within BT and acts as the customer's champion to drive delivery and

assurance to ensure an excellent customer experience.

Identifies opportunities to sells BT's unique service and delivery capabilities that enhances the customer's perception of BT.

Maintain a peer level relationship with the Customer Facing Unit and Account Teams, to develop service offerings and support revenue growth.

Manage customer relationships at CIO and Board Level (relationship must be able to positively influence the service strategy)

Build and maintain strong collaborative relationships with internal/external suppliers.

Business Impact:

Business impact is medium/long term, managing customer relationships/expectations on larger more

complex customer contracts to meet contractual SLA performance.

Shapes both short term and long term initiatives to drive change and improvements throughout the business.

Authority/Decision Making:

Organises and plans own work, adapting to changing priorities and seeking guidance where necessary.

Interprets and applies policies and able to carry out tasks effectively, resolve customer complex service problems/issues, drive service

improvements and escalate as necessary.

Seen as a credible leader by customer and BT stakeholders

Decision making according to established solutions but often handles new challenges and looks to make improvements to existing processes.

Qualifications:

Qualified to higher education, or equivalent professional qualifications or experience.

Ability to manage customer relationships at both peer and senior management levels.

Experienced people manager in leading own and virtual/matrix teams.

Qualified to at least ITIL v3 Foundation level.

Skills/Experience:

Good customer facing and inter-personal skills, with the emotional resilience to manage demanding

customers in a sometimes hostile environment.

Proven track record in managing large customer contracts, virtual/matrix operational teams, driving

change and reducing operational costs.

Proven ability to build good relationships with customers and BT's operational teams.

Good knowledge of BT products and services and understanding of the major BT functions/roles.

Good knowledge of customers IT systems and applications, domestically and/or globally.

Good knowledge of billing and financial management and BT's service capabilities.

Strong leadership and people management skills.

Ability to analyse data and manage operating costs.

Proven track record in setting and delivering service performance, driving change and growth.

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