Client Services Manager - Northern Ireland

Job Category:
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Job Ref:



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

Contact Details:
Contact: Contact

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