Client Services Manager

I am

Manish

from HCL Tech TAG Team and Looking for

Client Service Manager

in

Ashburn, Virginia.

This is Onsite - Hybrid model position.

Do you have the following skills, experience and drive to succeed in this role Find out below.

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

Functional Performance:
Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Relationship Management
Service Design - Own the accountability for ensuring all Client Services are designed to the agreed
requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost, and End to End Relationship Management
Manage the Service Relationship Surveys including Client specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey’s

Operational / Performance Management
Service Management - Oversee the execution of the Clients Service Management Governance including
monitoring and reporting on the Service Level Agreements (B2C SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services
Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.

Education Requirements:
Min/Preferred
Education Level
Additional Details
Minimum
Bachelor’s or equivalent degree

Professional Certifications:
Min/Preferred
Certification Details
Additional Details
Preferred
ITIL V3/v4 certification
Mandate
Preferred
CISCO CSM

Additional Skills Required
Skill
Description
Proficiency Level
Languages
English (Verbal and Written)
90%/C1
MS Suite
Power Point, Excel, Outlook, Word, Teams
Intermediate

Candidate Background: Skills, Knowledge, and Abilities:
Min/Preferred
Skills, Knowledge, Abilities and Experience
Minimum
2-3 years of related service management experience
Minimum
Strong organizational, presentation, and problem-solving skills
Minimum
Business and Financial acumen
Minimum
Ability to communicate with multiple levels of leadership
Minimum
Demonstrated skills in Google product suite, including spreadsheets, Excssssel, PPT.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation. xsgimln

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year