The Customer Service Senior Manager will be responsible for supporting and managing the relationship with a specific business customer group (groups) managing the quality and delivery of services and assuring customer satisfaction with service delivery provided by third party suppliers. The Customer Service Senior Manager will lead on all service matters including basic service changes, ongoing service performance, scoring of service and service improvement initiatives. 

Job Description:

The Customer Service Senior Manager will perform all or some of the following Job description:

• Actively champion and communicate customer needs, requirements and service impact issues within the IS organization and within Service Delivery

• Act as a primary point of contact and escalation for all service-related queries and issues (including Service Assurance) for the assigned business area and manage escalations by ensuring that correct resources are driving their resolution and stakeholders are informed of status and progress

• Drive the collection of timely and accurate customer satisfaction and scorecard data on service quality, ensuring that service performance and reporting reflects the customer experience and that actions are taken to continuously improve performance

• Ensure smooth introduction of new services to customers through appropriate communication, stakeholder engagement and provision of training

• Identify, analyze and review customer impact of proposed service changes, minimizing any adverse effects on service performance

• Participate in supplier selection process for new services and input to dispute resolutions and supplier governance activities

• Work collaboratively with:
  1) Business Relationship Managers to build deep understanding of the customer group and identify potential service enhancement opportunities
  2) Customer groups to manage expectations and establish confidence in IS services and third party providers by proactively communicating service effect and achieved SLAs
  3) Service Delivery and Supplier managers to monitor service performance and feed back
  4) Business customers and Service Delivery function to identify service enhancement opportunities and drive service improvement programs
  5) Suppliers to ensure that strategic priorities are understood and escalated issues are resolved in line with Company business priorities. 

• 5 years + experience in IT Service and / or Relationship Management experience in customer facing roles within a quality and compliance environment
• Strong communication, relationship building and influencing skills
• Ability to prioritize according to business strategy and relate IT solutions to specific situations and business needs
• Excellent knowledge and experience of third party suppliers in an outsourced environment
• Proven ability to interpret and communicate technical information into business language and vice versa
• Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
• Ability to develop innovative solutions and lead change
• Strong client service focus
• Experience working in globally collaborative manner within an ITIL environment preferred
• Business and financial awareness of the impact of Service Levels and any associated failures preferred
• Experience of working in a global organization with  complex/geographical context preferred.

•  Degree.