Client Services Manager – 12 Month Fixed-Term Contract at NECSWS

Client Services Manager – 12 Month Fixed-Term Contract at NECSWS

SEO Title: Client Services Manager Job at NECSWS – 12 Month Contract

Meta Description: NECSWS is recruiting a Client Services Manager on a 12-month fixed-term contract. The role involves IT service delivery, client relationship management, SLA monitoring and service improvement.

SEO Slug: client-services-manager-job-necsws

Job Details

- Job Title: Client Services Manager

- Company: NECSWS

- Industry: Information Technology and IT Services

- Location: United Kingdom

- Job Type: Full-time

- Contract Duration: 12 Months (Fixed-Term Contract)

- Work Arrangement: Home-based, with regular attendance at client and National Police Services (NPS) offices

- Salary: Competitive salary (not specified)

- Travel: UK and international travel as required

Job Overview

NECSWS is seeking an experienced Client Services Manager to oversee the setup, transition and ongoing delivery of contracted services to its clients.

The successful candidate will be responsible for ensuring that services are delivered according to agreed contractual obligations, customer requirements and Service Level Agreements (SLAs).

The role involves managing relationships with senior client stakeholders, coordinating internal service teams, monitoring service performance and addressing escalations. The successful applicant will also identify opportunities for service improvement and ensure that customers receive reliable, high-quality services.

This position requires a professional with a strong background in client services management, IT service management frameworks and outsourcing environments.

About NECSWS

NECSWS is a technology and services organisation that provides software and IT solutions to public and private sector organisations.

The company works with customers to support essential business and public services through technology, managed services and digital solutions.

In this position, the successful candidate will support service delivery operations and customer relationships, particularly within the UK public sector.

Key Responsibilities

The Client Services Manager will perform the following duties:

1. Service Setup and Transition: Manage ITIL/SIAM service setup and transition activities to ensure new services are successfully introduced into operational environments.

2. Service Delivery Management: Oversee end-to-end service delivery, ensuring that services function properly and meet agreed contractual service levels and quality standards.

3. Client Relationship Management: Build and maintain strong relationships with senior customer stakeholders to improve satisfaction and ensure services align with clients' IT and information systems strategies.

4. Service Performance Reporting: Prepare service performance reports and participate in customer service review meetings.

5. Service Improvement: Work with internal teams to document, monitor, measure and improve services through structured Service Improvement Plans.

6. Escalation Management: Act as an escalation point for customers and internal service teams, ensuring that service issues are addressed and resolved appropriately.

7. Stakeholder Communication: Maintain effective communication with customers and internal technical and service delivery teams.

8. Service Acceptance: Oversee the acceptance of new or modified services into production and ensure their ongoing delivery meets contractual requirements.

9. Business Continuity Awareness: Understand business-critical customer processes and how service failures may affect operations, ensuring relevant information is communicated to service teams.

10. Customer Account Planning: Contribute service delivery information and contractual commitments to the development and management of customer account plans.

11. Business Development Support: Identify potential additional revenue opportunities through customer relationships and refer them to the relevant Sales Account Managers.

12. Risk Management: Identify and manage service delivery risks, ensuring appropriate mitigation or formal acceptance.

13. Policy Compliance: Ensure that service delivery activities comply with corporate policies, procedures, processes and guidelines.

14. Service Credit Management: Minimise potential service credit liabilities through effective risk management and service improvement activities.

15. Customer References: Work towards developing satisfied clients who may be willing to act as customer references where appropriate.

Qualifications and Requirements

Interested applicants should possess the following qualifications and experience:

- Proven professional experience in Client Services Management.

- Detailed understanding of ITIL above Foundation level, preferably ITIL Version 3 or later.

- Understanding of Service Integration and Management (SIAM).

- Knowledge of technologies used in delivering IT services.

- Experience working in an outsourcing organisation.

- Excellent communication skills when dealing with both customers and technical teams.

- Ability to listen, influence stakeholders and make sound decisions.

- Experience developing and delivering Service Improvement Plans.

- Knowledge of the UK public sector, particularly UK police forces.

Location and Travel Requirements

The position is technically home-based. However, the successful candidate should expect to spend most of their working time at client offices or National Police Services (NPS) offices.

Applicants must be located within convenient commuting distance of both London and Nottingham.

The role also requires willingness to travel within the UK and internationally depending on project requirements.

Important eligibility requirement: Candidates must already have the legal right to work and travel within the European Union. Documentary evidence will be required.

Salary and Benefits

NECSWS offers a competitive salary, although the exact amount is not disclosed in the advert.

The advertised employee benefits include:

- Single private medical cover, with an option to add family cover at an additional cost.

- 25 days of paid annual leave, including three company-nominated days.

- Option to buy or sell up to five additional leave days.

- Life assurance cover equivalent to four times basic salary.

- Group pension plan with employer contributions.

- Flexible benefits with tax-efficient options.

All employment offers are subject to satisfactory vetting and reference checks. A Disclosure and Barring Service (DBS) check may also be required depending on the nature of the position.

How to Apply

Interested and qualified candidates should submit their applications through the official NECSWS recruitment platform.

Applicants should demonstrate their experience in client services management, IT service delivery, ITIL, SIAM and service improvement.

Candidates should also be able to demonstrate an existing right to work and travel within the EU, as this is a stated requirement.

For more job description visit: jobopenings.co.ke