Customer Support Manager

Responsibilities

• Responsible for ensuring end to end services provided to our customer are functioning and meet contracted service levels and quality standards.
• Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customers IT/IS business strategy.
• Responsible to produce a Service Performance Report and attendance at Customer Service Reviews.
• Responsible for the Service Credit Calculation, if applicable.
• Working across the organisation to document, monitor, measure and improve services delivered to Customers using Service Improvement Plans.
• Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services.
• Responsible for providing excellent communication to your customer and internal to Service teams.
• Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels.
• Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams.
• Contribute to the development and ongoing management of the Customer Account Plan Providing Service information and contract deliverables.
• Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
• Management of risk to a point of acceptance or mitigation.
• Understand and ensure adherence to corporate policy, processes, procedures, and guidelines.
• Minimise Service Credit liabilities using Service Improvement or Risk Management.
• Seek to convert clients to Reference Status (where appropriate).
• Experience of bespoke software applications.
• Experience of working within a structured process driven environment.
• ITIL certification (minimum).
• Exposure to SIAM- desirable not essential.
• Experience of development & delivery of Service Improvement Plans.
• Experience of working with Mission Critical applications.
• Proven Client Services Management background.
• Knowledge of the various technologies used to deliver services.
• Excellent Communication skills.
• Worked with UK client