Responsibilities:
Customer Relationship Management - Proactively manage and develop DD’s Customer relationships across Core Customers and support and own escalated customer issues to resolution.
Customer Champion – Understand and represent customer interests with service owners and providers, confirm services meet their needs and requirements are fit for purpose and any impacts/dependencies are understood and communicated.
Live Service - Ensure impacts of major incidents and issues regarding DD services (including Cyber and Electromagnetic) are being captured and articulated to assist in efficient investigation and timely resolution, whilst collaborating with the TLB Liaison Officers where there is a wider impact to Defence.
Demand Capture - Work with customers to understand and assist with the capture of changes to digital requirements and future demands.
Change Support & Facilitation - Support delivery of customer change activity and facilitate the delivery of DD programmes, projects, change and single & multi tower non-standard service requests (NSSR).
Customer Profiles - Ensure core customer information is captured and maintained to facilitate regular customer communication regarding DD products, live services, planned disruption to services and support effective service delivery.
SCIDA - Provide SCIDA services, issued by the SCIDA front door, through the SCIDA Framework, to support the delivery of the DD equipment programme and ad hoc tasking.
Development – Support to progress up to a SCIDA Competency to Practice (CTP) Complex certification.
CS UK is undergoing a change programme which may affect some of the areas of responsibilities within this role.