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.

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 View email address on click.appcast.io for investigation.

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