Description
My client is a leading Financial Services organization based in the West Midlands. They are
looking to recruit a contract Client Services Manager on a contract basis to cover maternity leave; there may be a permanent opportunity available after 12 months. This position will commence from June.
The Role
Actively pursue service improvements and efficiencies that benefit the end user community without additional cost
Create service improvement plan which have sign off from Business Solution, Application Services, App Ops and Business
Drive service performance by the support vendor, confirming adherence to SLA and verifying plans exist to address deviations
Responsible for Services Desk service.
Provide strong management oversight of the offshore team and interaction with the Incident Management and Application Operations teams
Participant in the Incident, Problem and Change Management processes
Acting as single point of escalation for senior stakeholders
Authorising changes to the environment after due-diligence has been carried out
Participant in the Incident, Problem and Change Management processes
Provide strong management oversight of the offshore team and interaction with the Incident Management and Application Operations teams
Acting as single point of escalation for senior stakeholders
Authorising changes to the environment after due-diligence has been carried out
Service reporting to senior stakeholders
Service evaluation and implementation of service improvements
Perform proper escalation management to Business, IT management and vendor: confirm that the right people are working the issues and parties are informed in a timely manner
Regular client interactions including weekly Production status and monthly service reviews
Proactively monitor and ensure customer satisfaction, soliciting feedback for service improvement plans
Communication of IT Production services and tracking against service level agreement with the Business
Work with business stakeholders and business solutions on forward looking growth plans for the business line.
Work closely with Application Operations and ensure adherence to OLA and verifying plans exist to address deviations
Ensure the production support program complies with all relevant standards for IT services
Weekly reporting to IT management covering progress against service improvement plans, issues and risks; identify and follow through on communications & dependency actions
Delivering incident communication for S2 and S1 and problem management updates.
Experience and Knowledge Required
A proven track record in application or/and service management is required ideally financial services
Clear examples of responsibility for defining, refining and driving the implementation/roll out of service initiatives with a standard methodology/model
Excellent communication skills both written and verbal
Excellent relationship building skills
Ability to operate at Director level with business and IT management