This is a fantastic opportunity for a Customer Services Manager to join one of the world's top 10 IT service providers delivering solutions to more than 9,000 customers worldwide.
** Candidates must be able to work in the UK without restrictions **
Customer Services Manager / ITIL Service Delivery.
£40,000 – £45,000 per annum Plus Benefits
Permanent – Full Time
Product / Service: Global authority in Enterprise SAP Consulting & SAP Managed Services
Values: Clients First, Foresight and Teamwork
Skills: IT Service Delivery. ITIL Methodology. Able to deal with C’ level customers and stakeholders
Who we are:
We are a global SAP Platinum Partner with over 9,000 SAP experts across 29 countries.
We have a range of businesses, including multinationals and very large household names in our portfolio, across many industries and countries. We have a large number of consultants, UK wide, who provide support across all SAP areas as their primary job function.
We take care of our customers’ solutions from A to Z, transforming trust into value. From analysing and optimising customer processes, to implementing tailored solutions to suit their needs, to service and maintenance of their SAP system landscape.
We work collaboratively with our own teams, the project delivery teams and our customers to ensure long term support excellence and vision.
Your Day-to-Day Responsibilities will include:
+ Servicing a portfolio of customers
+ Building relationships with customers and nurturing the account with growth in mind
+ Ensuring the fulfilment of all contractual obligations towards the customer
+ Acting as the central global contact person for the “Customer” regarding AMS, TMS and Hosting services
+ Overseeing the internal coordination of all involved – AMS, TMS and hosting teams
+ Managing the external coordination for relevant and defined partners
+ The customer advocate for all Business as Usual (BAU) activities
+ Overseeing and ensuring Service Delivery Management and Quality Assurance
+ Coordinating escalation processes
+ Ensuring time charging and invoicing is accurate and managed effectively
+ Review AMS statements and approve proposed invoices before submission
+ Liaising with the UK Technical Services Manager (TSM), where appropriate
+ Extensive Customer Service management experience, having managed the delivery of outsourced or supplier services to customers for at least 3 years
+ Ability to confidently communicate to C’ level customers and stakeholders
+ Ideally, you’ll have experience delivering SAP/application and infrastructure/hosting services
+ Excellent IT skills
+ Relationship/stakeholder management skills to deliver high levels of service
+ Able to translate between technical and non-technical teams and customers
+ Strong grasp of IT services and ITIL methodology
+ Able to bring ideas, energy and enthusiasm to a growing team of Service Managers at various stages in their career
Join us to start the journey that is your career path. Career opportunities exist along multiple route maps from people and leadership, products and expertise and project management. Which route you take is up to you and we are on hand to provide guidance and support.
We are an equal opportunities employer. You must be eligible to work in the UK and prepared to undergo high level security clearance
Sounds like a good fit? Apply here for a fast-track path to the Hiring Manager
Your Background / Previous Roles May Include:
Customer Experience Manager, Client Relations Manager, Customer Success Lead, Client Support Supervisor, Customer Relationship Supervisor, Support Services Team Lead, Customer Support Relations Manager, IT Managed Services, IT Consulting, IT Service Delivery
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.