Service Relationship Manager
TDM Group
Staines, Surrey
4d ago

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
  • Qualifications

  • Preferably Bachelor’s degree in a business or IT related subject
  • 3+ years' experience of working in IT Service Delivery teams
  • ITIL experience
  • 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
  • Contract Management
  • Sales Awareness, Technical Presales background
  • Post sales / presales
  • Knowledge of using Excel and incident management tools
  • Client advocate
  • Dealing with customer escalations
  • Beneficial

  • ITIL Foundation
  • Prince 2 / Agile certified
  • Sales Experience
  • Service Delivery Experience
  • Apply
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