Client Services Manager

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

Locations

:
Ashburn,

VADenver,

CORolling Meadows,

ILBoston,

MAWhite Plains,

NYLong Island City,

NYFrisco,

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

ess
Certification Det

ailsITIL V3/v4 certifica tion (Mand

ate)CISCO CSM (Prefer

red)
Job descrip

tion:
Functional Perfor

mance:• 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/revi

sions.• Contract Management - Assure the execution of the Clients Contract obligations including Co

ntract
Governance & Re

porting• IT Service Management- Enable the Clients IT Strategy Management through the execut

ion andevolution of the Clients Global Service Plan and work with Sales to deliver the overall Accou

nt Plan
Relationship Ma

nagement• Service Design - Own the accountability for ensuring all Client Services are designed to th

e agreedrequirements 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 Ma

nagement• Manage the Service Relationship Surveys includin

g Clientspecific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS)

Survey’s• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the c

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

r needs.• Service Portfolio Management - Support the evolution of the Clients Service Portfolio to delive

r growththrough the pro-active management of the Client’s IT Service

s Demand• Business Relationship Management - Provide the overall Business Relationship Ma

nagement(BRM) for the delivery of operation of the Clients Services up to executive level. (i.e. B2B re

porting)
Operational / Performance M

anagement• Service Management - Oversee the execution of the Clients Service Management Governance

includingmonitoring 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 w

arranted.• Review Key Performance Indicators (KPIs) and provide action plans, when n

ecessary.• Financial Management - Provide Financial Management Governance & Reporting: Billing checks, INQ Tickets, Credits and other required financial health in

dicators.• Mitigate Risk - Identify, record, report, monitor and action all risks, jeopardizing/positively impacting the delivery of Clients contracted

services• Continual Service Improvement - – Implement the Continuous Service Improvement St

rategy toensure the sustainable delivery of the Client Service Level Agreements, through the delive

ry of theContinual Service Improve

ment Plan• Service Operations - Own the accountability for ensuring the creation, resourcing and delivery for operations functions and processes in line with the Clients Service and Contract exp

ectat

ions
ADHOC• Service Delivery - Govern the Project Management Delivery for all Client Services includi

ng ProjectInitiation, Execution, Pipeline Past Due and Performance Management Reporting &

; Analysis• People Leadership - Provide overall leadership and coaching for all staff through

the matrixmanagement of Service Teams to assure the delivery of the Clients contracte

d 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/if

requested.• Participate in business meetings and general inputs in day-to-day imp

rovements.• 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.

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 holi