Job Description

Company DescriptionNEC Software Solutions (India) Private Limited! is based in Mumbai (Worli & Airoli) and Bangalore. It is one of the foremost providers of end-to-end IT services across various sectors. We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.Website -Role Summary:
The Associate Client Services Manager has responsibility for assisting the Senior Client Service Manager with the day-to-day management and of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLAs) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as one of the point of contacts for all service delivery escalations. The core responsibilities of the role will be to: xe2x97x8f Assist with transition of a major client into BAU Service Operation xe2x97x8f Ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards xe2x97x8f Will develop, under supervision from the Senior CSM, customer and third party relationships at all levels to maximise customer satisfaction and ensure services are in line with the customers IT/IS business strategy and processes xe2x97x8f Assist with the production monthly reports for example but not limited to the Service Performance Report and Service Credit calculations xe2x97x8f Be involved in set up of the service, assisting with the production of deliverable documents xe2x97x8f Assist the Senior CSM with working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans xe2x97x8f Assist the Senior CSM on escalations for Service teams and work with the Senior CSM & the Customer to ensure correct outcomes are achieved and in line with contracted servicesProvide excellent communication to your Customer, third party and internal to Service teams xe2x97x8f Assist the Senior CSM to ensure acceptance of new or amended services /Request for Resource FM074:Request for Recruitment Version:1.2 Release Date: November,18 2005 CONFIDENTIAL Page 2 of 3 into production and the ongoing management to contracted service levels xe2x97x8f They will understand and ensure adherence to corporate policy, processes, procedures and guidelines xe2x97x8f Assist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management xe2x97x8f Deputise for the Senior CSM when requiredOverall Project/Task descriptionThe successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance. In the future you may be required to join an out of hours rota for the provision of application support services outside of normal working hours (on a 24 hours x 7 days basis, specifically overnight, at weekends, and over Public Holidays), for which additional compensation will be provided. Candidates should hold or be able to demonstrate the following qualifications and experience: xe2x97x8f Excellent English Vocabulary - Speaking and writing skills xe2x97x8f Experience of bespoke software applications; xe2x97x8f Experience of working within a structured process driven environment; xe2x97x8f ITIL V3 Foundation certification (minimum); xe2x97x8f Experience in Microsoft Power BI xe2x97x8f Advanced Microsoft office Skills xe2x97x8f Exposure to SIAM xe2x97x8f Experience of development & delivery of Service Improvement Plans xe2x97x8f Experience of working with Mission Critical applications xe2x97x8f Proven Client Services Management background xe2x97x8f Knowledge of the various technologies used to deliver services xe2x97x8f Public sector knowledge specifically around the UK Police ForcesCandidates should be able to demonstrate that they are:xe2x97x8f Self-motivated with a desire to learn and enjoys helping people xe2x97x8f Logical when problem solving and able to think laterally xe2x97x8f Capable of communicating to technical and non technical staff unambiguously at all levels xe2x97x8f Willing to challenge and improve existing processes and practices xe2x97x8f Capable of multi-tasking and balancing complex customer and internal priorities xe2x97x8f Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writingQualificationsEducation: Bachelors Degree or equivalent in EngineeringAdditional InformationExperience (Years): 8-10 yearsIndustry / Technology background: IT Client Service Management

NEC Software Solutions