Job Description

Company DescriptionCompany DescriptionNEC Software Solutions (India)On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.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.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.For more information, visit at .About NEC CorporationNEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a 'Top 50 Innovative Company' globally and the NEC Group globally provides Solutions for Society that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of Orchestrating a brighter world. NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.For more information, visit NEC atRequisitesEducation:Excellent opening for Client Service ManagerBachelor's Degree or equivalent in EngineeringExperience (Years): 9-12 yearsIndustry / Technology background: IT Client Service ManagementLocation: Mumbai (with onsite UK short term opportunities)Working Hours: UK Business Hours; Available 24x7Pre-employment checks: Required BPSS CheckingRole Summary:The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLA's) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.The core responsibilities of the role will be to:

• Responsible for ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
• Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer's IT/IS business strategy
• Responsible for the production of a Service Performance Report and attendance at Customer Service Reviews
• Responsible for the Service Credit Calculation, if applicable
• Working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans
• Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services
• Responsible for providing excellent communication to your Customer and internal to Service teams
• Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels
• Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams
• Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables.
• Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing
• Management of risk to a point of acceptance or mitigation
• Understand and ensure adherence to corporate policy, processes, procedures and guidelines
• Minimise Service Credit liabilities through the use of Service Improvement or Risk Management
• Seek to convert clients to Reference Status (where appropriate)

Overall 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.You will be required to act as a point of escalation 24x7 in the event of a high priority incident, for which additional compensation will be provided.Candidates should hold or be able to demonstrate the following qualifications and experience:

• Excellent English Vocabulary - Speaking and writing skills
• Experience of bespoke software applications;
• Experience of working within a structured process driven environment;
• ITIL V3 Foundation certification (minimum);
• Exposure to SIAM- desirable not essential
• Experience of development & delivery of Service Improvement Plans
• Experience of working with Mission Critical applications
• Proven Client Services Management background
• Knowledge of the various technologies used to deliver services
• Public sector knowledge specifically around the UK Police Forces

Candidates should be able to demonstrate that they are:

• Self-motivated with a desire to learn and enjoys helping people
• Logical when problem solving and able to think laterally
• Capable of communicating to technical and non technical staff unambiguously at all levels
• Willing to challenge and improve existing processes and practices
• Capable of multi-tasking and balancing complex customer and internal priorities
• Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing

Qualification Criteria/Work ExperienceEssential:Technologies Hands-on Experience (Years) PriorityExcellent Communication Skills using English 9+ 1ITIL V3 Foundation 6+ 1Production of service documentation 6+ 1Client Service Management Exposure 6+ 1Interpersonal Skills 8+ 1Desirable: Technologies Hands-on Experience (Years) PriorityTechnology background 2+ 2Worked with UK clients and team 4+ 1Analytical Skills - Understand reports , Suggest Best Practices and understand patterns & Root cause Analysis 4+ 1Used one or more ITSM tools for service management 4+ 2QualificationsAny graduateAdditional InformationExcellent Communication Skills required.

NEC Software Solutions