|Listed on:||21st October|
|Salary/Rate:||£50,000 - £50,000|
|Salary Notes:||+ Benefits|
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Excellent opportunity for a customer success Client Services Manager join one of the leading SAP authorities delivering solutions to more than 6,000 customers worldwide. A good understanding of SAP would be preferred.
SAP Client Services Manager | Global SAP Consultancy
Glasgow Office / Home Based
Up to £50,000 plus Benefits Package
With more than 6,000 customers worldwide and employees in 25 countries we are one of the leading international IT full-service providers in the SAP environment. Our market-leading SAP competence was built through many years of developing highly innovative solutions and services, and enhanced through our strong international presence.
As SAP centric Global Leaders, we focus on innovative SAP technologies, like S/4HANA, SAP Successfactors, Cloud Computing, Big Data, Business Analytics, User Experience (UX) as well as the Internet of Things.
The Client Services Manager Role:
The position of Client Services Manager within Managed Services will undertake a number of customer focused roles, including:
+ Servicing a portfolio of customers
+ Build relationships with "customer" and nurture the account with growth in mind
+ Responsible for the fulfilment of all contractual obligations towards the "Customer"
+ The central global contact person for the "Customer" regarding Application Management Services (AMS), Technical Management Services (TMS) and Hosting services
+ Responsible for the internal coordination of all involved - AMS, TMS and hosting teams
+ Responsible for the external coordination for relevant and defined partners
+ The customer advocate for all Business as Usual (BAU) activities
The main tasks for a Customer Service Manager are generally as follows:
+ Delivery Management
+ Implementation of the contractually agreed delivery model
+ Service Delivery Management and Quality Assurance
+ SLA-based execution and quality of the agreed services to achieve "customer satisfaction"
+ Transition and stabilisation using the AMS Transition methodology (when managing transition/onboarding)
+ Service Level & Escalation Management
+ Setup of appropriate SLA monitoring to ensure SLA achievement
+ Coordination of customer reporting
+ Coordination of escalation process
+ The primary point of contact for escalation and de-escalation
+ Ensure time charging and invoicing is accurate and managed effectively
+ Review and approval of time entries against the "Customer" Work Breakdown Structure codes
+ The "Customer" AMS balances are managed with both the customer and the AMS Delivery Team, to ensure effective use of purchased AMS time
+ Review AMS statements and approve proposed invoices, before submission to the "Customer"
+ Communicate Internally Effectively
+ Ensure all operational teams are aware of changes and service operation activities e.g. Downtime for patching, change to approval process.
+ Update "Customer" factsheet in Global Solution Manager when necessary
+ Provide feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
+ Ensure regular meetings/calls with the "Customer" Account Manager on planned and ongoing activity
+ Liaise with the UK Technical Services Manager (TSM), where appropriate
On a scheduled basis (generally monthly) the activities will include:
+ Customer Service Management and Quality Assurance in accordance with the agreed Service Delivery Manual
+ compliance with the appropriate Engagement and Governance model in coordination with the "Customer"
+ Facilitate scheduled meetings to review account, project and personnel status as well as SLA performance
+ Operational review meetings (default: monthly) and business reviews meetings (default: quarterly)
+ Appropriate onsite visits, operational meetings (internal and external) and steering committees
+ Appropriate status reporting
+ Identify and drive delivery efficiency measures
+ Define and manage priorities (in collaboration with the "Customer")
+ Manage smaller projects delivered by the AMS Delivery Team, mainly caused by change requests
+ Drive internal operational and external (customer) process improvement
+ Ensure execution of agreed internal reporting:
+ Weekly status reports : Solution Manager ticket status and review
+ Analyse reports and take appropriate measures, if required
+ Coordinate delivery dependencies with other services/ projects/countries related to the "Customer" (as appropriate)
+ Coordinate the operational collaboration between Hosting and AMS
Interested? Apply here for a fast-track path to the Hiring Manager
Your Experience / Background / Previous Roles May Include:
IT Services, Customer Success, Client Delivery, SAP Services, ERP Services. Project Management, Service Delivery.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.