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Client Service Manager Glasgow, Scotland

Full Time Glasgow, Scotland 20194 - 25105 GBP ANNUAL Today

Job description

Client Service Manager

Job Req ID: 15038

Posting Date: 27-Apr-2023

Function: Service

Location: Alexander Bain House, Glasgow, United Kingdom

Salary: Competitive + Excellent Benefits

Why this job matters

The Service Management Specialist executes a range of workstreams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you’ll be doing

Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.
Leads the service review meetings and joint escalation calls with suppliers and support groups.
Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act). Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
Drives the liaising between both external and internal complementary partners within the relevant service support system.
Ensures the performance of different suppliers and support groups, and adherence to the contract.
Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer's pain points, identifying actions to improve customer satisfaction.
Mentors other members of the team, helping to improve the team's abilities by acting as a technical resource.
Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
Acts as the BT representative and expert for internal and external audits.

What you'll bring

Good customer facing and inter-personal skills, with the emotional resilience to manage demanding customers in a sometimes hostile environment.
Proven track record in managing large customer contracts, virtual/matrix operational teams, driving change and reducing operational costs.
Good knowledge of customers IT systems and applications, domestically and/or globally.
Good knowledge of project, programme management methodologies
Good knowledge of service management methodologies
Strong leadership and people management skills as will be managing virtual teams.
Ability to analyse data and manage operating costs.
Proven track record in setting and delivering service performance, driving change and growth.
Client Service Management experience on large scale and complex contracts
Experience of management of customer stakeholders at C and Senior levels
Experience of leading large direct and virtual teams in the management of complex contracts
Experience of Programme and Project Management including complex programmes
Experience of setting strategy contracts with a multi-year dimension

What you'll get

Competitive salary
10% on target bonus
25 days annual leave, plus bank holidays
Pension scheme (5% from you, 10% from BT)
Flexible benefits
Employee discounts (50% off EE for you, 30% off EE for friends & family and discounted BT broadband & TV)
Flexible Working - This role offers a 3 together, 2 wherever working model

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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