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Client Services Manager - Northern Ireland

  • Location: Ireland
  • Salary: Negotiable
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Summary

Leadership

  • Be accountable for the all aspects of Service Delivery across their assigned accounts
  • Drive continuous service improvement within assigned accounts
  • Own and deliver compliant operational services in line with the wider Service Management and Technology Solutions strategies.
  • Bring visible leadership within the area, ensuring we are doing the right thing for our clients and working in partnership with our Growth and Operation teams.

Relationship Management

  • Ensure our clients see the visible value our business brings to them
  • Build trusted partnerships with clients, striving to understand their needs and so we can match these to our broad and deep proposition offering
  • Forge strong, productive, and collaborative relationships across the wider Capita and partnership network
  • Where problems arise take ownership and act quickly to resolve these, escalating for support in a timely fashion, acting openly and with integrity.

Person Profile

  • Passionate about delivering contracted services to a level that delights clients
  • Demonstrable track record of success in delivering quality IT services to clients
  • Strong bias towards people and process, with good IT/technology working knowledge
  • Display courageous judgement, resourcefulness and resilience
  • Personal integrity that builds trust and confidence in clients and colleagues
  • Ability to communicate across all levels with the diplomatic skills to resolve challenges
  • Excellent listening and communication skills (verbal, written & presentational)
  • Proactive and collaborative approach to working with clients, colleagues and partners.

Key Relationships

  • Customer representatives for clients of ITS
  • Colleagues across Technology Solutions
  • Colleagues in the wider Capita and selected partners.

Key Responsibilities

  • Accountable for managing the IT service delivery for one or more client accounts
  • Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base (eg doing things differently type activities)
  • Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service
  • Ensures resources, capabilities and capacity to meet both existing and new business demand are available and appropriately engaged
  • Provides problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
  • Oversees the output of all service delivery units and constantly improves the quality and inter-working of the whole 'virtual' service team, including relevant external partners and suppliers to ensure a seamless end-to-end delivery of service for clients
  • Ensures robust tools and - where relevant - technological platforms are in place to support the customer environment and best/most appropriate service solution
  • Champions team-working, re-use of collateral where it exists, account specific knowledge sharing across technical delivery teams
  • Provides support to new business opportunities. Takes an active role in bids when required and supports the transition and implementation of new business (including new service offers)
  • Identifies requirements for new services. Ensures such offerings are professionally introduced (Growth Team), accepted and deliverable

Key Skills

  • Strong client focus - ability to operate at prime customer contact level typically at senior manager/director level. Customer advocate into the ITS world
  • Demonstrates a breadth and depth of operational service delivery management expertise
  • The ability to matrix manage teams within an operational service delivery or shared services environment
  • Thorough understanding of customer's business and market sector and able to use that knowledge to anticipate how future service offerings need to evolve to meet customer requirements
  • Systems and IT literate
  • Experience of contract negotiation and supplier management
  • Self-motivating / able to work autonomously
  • Strong task orientation (getting things done)
  • Proactive and collaborative approach to working with colleagues and clients
  • Able to manage competing priorities for own work activities to deliver against agreed priorities and deadlines, escalating if required
  • Comfortable working in a fast paced and dynamic environment
  • Management of actions and their owners
  • Clear and concise communication skills (verbal, written & presentational).

Essential

  • Experience of successfully resolving disputes to the satisfaction of all parties
  • 3rd party supplier and contract management experience
  • ITIL V3 Foundation qualification
  • Able to travel and stay away from home as and when required

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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