The position of Customer Services Manager within Managed Services will undertake a number of customer-focused roles, and these are highlighted below:
The Customer Service Manager (CSM) responsibilities:
* Servicing a portfolio of customers
* Build relationships with customers and nurture the account with growth in mind
* Responsible for the fulfilment of all contractual obligations towards the customer
* The central global contact person for the customer regarding AMS, TMS, and Hosting services
* Responsible for the internal coordination of all involved - AMS, TMS, and hosting teams
* Responsible for the external coordination for relevant and defined partners
* The customer advocate within NTT DATA for all Business as Usual (BAU) activities
Main tasks for a Customer Service Manager:
Delivery Management:
* Implementation of the contractually agreed delivery model
* Service Delivery Management and Quality Assurance
* SLA-based execution and quality of the agreed services to achieve customer satisfaction
* Transition and stabilisation using the AMS Transition methodology (when managing transition/onboarding)
* Setup of appropriate SLA monitoring to ensure SLA achievement
* Coordination of customer reporting
* Coordination of escalation process
* The primary point of contact for escalation and de-escalation
* Ensure time charging and invoicing is accurate and managed effectively
* Review and approval of time entries against the customer WBS codes
* The customer AMS balances are managed with both the customer and the AMS Delivery Team, to ensure effective use of purchased AMS time
* Review AMS statements and approve proposed invoices, before submission to the customer
* Communicate Internally Effectively
* Ensure all operational teams are aware of changes and service operation activities e.g. downtime for patching, change to approval process.
* Update customer factsheet in Global Solution Manager when necessary
* Provide feedback to Line Manager(s) of AMS consultants, TMS consultants, and Hosting resources
* Ensure regular meetings/calls with the customer Account Manager on planned and ongoing activity
* Liaise with the UK Technical Services Manager (TSM), where appropriate
On a scheduled basis (generally monthly) the activities will include:
* Customer Service Management and Quality Assurance in accordance with the agreed Service Delivery Manual
* Compliance with the appropriate Engagement and Governance model in coordination with the customer
* Facilitate scheduled meetings to review account, project, and personnel status as well as SLA performance
* Operational review meetings (default: monthly) and business reviews meetings (default: quarterly)
* Appropriate onsite visits, operational meetings (internal and external), and steering committees
* Identify and drive delivery efficiency measures
* Define and manage priorities (in collaboration with the customer)
* Manage smaller projects delivered by the AMS Delivery Team, mainly caused by change requests
* Drive internal operational and external (customer) process improvement
* Ensure execution of agreed internal reporting:
* Weekly status reports: Solution Manager ticket status and review
* Analyse reports and take appropriate measures, if required
* Coordinate delivery dependencies with other services/projects/countries related to the customer (as appropriate)
Coordinate the operational collaboration between Hosting and AMS.
Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.
We offer a range of benefits designed to support your well-being, career growth, and work-life balance:
* Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements.
* Generous Holiday Allowance: Benefit from 25 days of paid holiday annually.
* "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year.
* Financial Security: Rest assured with our Group Life Assurance offering.
* Pension Scheme: Secure your future with our employer pension contribution.
* Income Protection: Gain peace of mind with our Group Income Protection plan.
* Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan.
* Technology and Tools: Receive essential tools for success, including a laptop and mobile phone.
* Wellness Initiatives: Take advantage of our cycle to work scheme.
* Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme.
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