Department : Business Development
Reports To : Head of Business Development
Engages With : All internal technical, sales and administrative teams
Location : Staines / Central London offices
Package : Excellent based on experience
Job Role / Overview :
A service relationship manager identifies a client's needs and oversees the delivery of the services within the context of the business.
The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.
Your New Role :
You will become recognised across the organisation as a key stakeholder, working directly alongside our Business Development Manager who oversees client teams.
You will be identifying a brand-new service strategy based on the ITIL framework which effectively delivers an impeccable service across our business.
You'll inspire high standards of customer service across the teams whilst also managing external suppliers.
Key Responsibilities :
Ability to understand customer’s needs, building trust and awareness in the account
To be accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans.
Management of service meeting with clients at a senior level as well as handling escalations with clients and internal teams.
Understand the challenges of customers and identify ways the business could better address those need
To ensure effective communication & service delivery between internal and external teams
Familiar with managing the execution of signed contracts and its operation translation
To provide regular and accurate management reporting on service performance against SLA’s and KPI’s
Ability to identify potential new opportunities & communicate to internal teams while developing service improvements & meeting SLAs
Capture the requirements / feedback from the customer (internal or external) to provide the customers with the best in class service / product quality by being proactive and constantly innovative to capture the changing requirements of the customers.
Ensure that changes to systems, processes and procedures are communicated effectively to the client
To ensure best practices in identifying incident problem trends and being proactive in terms of initiating preventive measures
Oversee projects in conjunction with the technical design architects with a responsibility for communication with the client and sales personnel
To keep up to date of any technological advancements and company services portfolio
Responsible for raising and managing orders and contracts with client
Preferably Bachelor’s degree in a business or IT related subject
3+ years' experience of working in IT Service Delivery teams
Project management experience
Maintain hands-on level knowledge of IT systems and infrastructure awareness
Supervisory experience (external / internal teams)
Skills & Experience
Strong communication & negotiating skills
Sales Awareness, Technical Presales background
Post sales / presales
Knowledge of using Excel and incident management tools
Dealing with customer escalations
Prince 2 / Agile certified
Service Delivery Experience