Customer service manager

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The role holder has overall accountability for the service and delivery relationship on behalf of the client. Accountable for numerous complex accounts; 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. Capable of building and maintaining senior relationships to executive lev.

Skills required for the job

* Overall Accountability for the service and delivery relationship with customers and internal teams for complex managed contracts.

* Leadership, development and motivation of a matrix team of service and delivery colleagues across multiple contracts, creating a brilliant experience for our employees engaged on the aligned contracts and optimising performance of the team

* Ensures delivery of contractual SLA performance, RFT Milestones in programmes and projects, resolves customer contractual issues and continually improves customer satisfaction

* Deliver the service and delivery vision and strategic direction within the region for aligned contracts

* Operates on 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 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, 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

* Acts as the customer's champion and responsible for the success of customer experience, driving delivery and assurance plans and initiatives on behalf of our customers and improving NPS

* Identifies opportunities to sell unique service and delivery capabilities that enhances the customer's perception.

* 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.

* 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 operational teams.

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

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

* Good knowledge of project, programme management methodologies

* Good knowledge of service management methodologies

* Good knowledge of billing and financial management and 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.

Experience you would be expected to have

* Customer champion

* Team coach

* Solution Based Achiever

* Bold decision-maker

* Client Service Management experience on large scale and complex contracts - Preferred

* Experience of management of customer stakeholders at C and Senior levels - Mandatory

* Experience of leading large direct and virtual teams in the management of complex contracts - Mandatory

* Experience of Programme and Project Management including complex programmes - Mandatory

* Experience of setting strategy contracts with a multi-year dimension - Preferred

Please send in an up-to-date CV

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.