Client Services Manager

We are Looking for Client Service Manager - Fulltime - 100% Onsite
Locations:

Ashburn, MA

White Plains, NY

Long Island City, NY

Frisco, WA

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

Responsibilities

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.

Contract Management – Assure the execution of the Clients Contract obligations.

Contract Governance & Reporting.

IT Service Management - Enable the Clients IT Strategy Management through the execution and evolution of the Clients Global Service Plan and work with Sales to deliver the overall Account Plan 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.

End to End Relationship Management.

Manage the Service Relationship Surveys, including Client‑specific, Customer Loyalty Index (CLI) and Net Promoter Score (NPS) surveys.

Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to address any red‑flag issues, benchmark future opportunities and ensure overall compliance of the contract.

Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.

Service Portfolio Management – Support the evolution of the Clients Service Portfolio to deliver growth through the pro‑active management of the Clients IT Services Demand.

Business Relationship Management – Provide the overall Business Relationship Management (BRM) for the delivery of the operation of the Clients Services up to executive level.

Operational / Performance Management – Service Management, oversight of the execution of the Clients Service Management Governance including monitoring and reporting on the Service Level Agreements (B2C SLAs), Operating Level Agreements (OLAs) and Underpinning Contracts (UCs).

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.

Review Key Performance Indicators (KPIs) and provide action plans when necessary.

Financial Management – Provide Financial Management Governance & Reporting: billing checks, INQ tickets, credits and other required financial health indicators.

Mitigate Risk – Identify, record, report, monitor and act on all risks impacting the delivery of Clients contracted services.

Continual Service Improvement – Implement the Continuous Service Improvement Strategy to ensure sustainable delivery of the Client SLA’s through the delivery of the Continual Service Improvement Plan.

Service Operations – Own the accountability for ensuring creation, resourcing and delivery for operations functions and processes in line with the Clients Service and Contract expectations.

Ad‑hoc Service Delivery – Govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past‑Due and Performance Management Reporting & Analysis.

People Leadership – Provide overall leadership and coaching for all staff through the matrix management of Service Teams to assure delivery of the Clients contracted services.

Provide accurate, timely and professional reports to senior management for historical analysis, account status and forecasting purposes.

Provide best effort and cooperative spirit on special projects outside regular account responsibilities when requested.

Participate in business meetings and provide general inputs in day‑to‑day improvements.

Service Management – Own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Client, within the bounds of the Clients Contract and to the expected level of time, quality and cost.

Required Certifications

ITIL V3/V4 certification (Mandatory)

Cisco CSM (Preferred)

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.

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