Associate Client Service Manager

Accountabilities:

• Assist the Senior Client Service Manager with the day-to-day management of contracted services for assigned customer accounts, ensuring delivery remains aligned with contractual SLAs and performance targets.
• Support the transition of major customer services into Business-as-Usual operations, helping establish effective processes, documentation, governance, and service ownership.
• Monitor end-to-end service performance to ensure customer services are functioning effectively and meeting agreed quality and service-level standards.
• Develop and maintain customer and third-party relationships under the guidance of senior leadership, supporting customer satisfaction and alignment with IT/IS business strategies and processes.
• Assist with the preparation of monthly service reporting, including Service Performance Reports and Service Credit calculations.
• Support service setup activities and contribute to the creation and maintenance of required service documentation and deliverables.
• Work across internal teams to document, monitor, measure, and improve services through Service Improvement Plans and structured continuous improvement initiatives.
• Support service escalations by coordinating with service teams, senior client service leadership, and customers to identify appropriate solutions and achieve agreed outcomes.
• Maintain clear, professional communication with customers, third-party providers, and internal service teams throughout service delivery and escalation activities.
• Assist with the acceptance of new or amended services into production and support their ongoing management against contracted service levels.
• Ensure adherence to corporate policies, processes, procedures, and operational guidelines.
• Support initiatives designed to minimize Service Credit liabilities through service improvement and risk management activities.
• Deputize for the Senior Client Service Manager when required, helping maintain continuity of service management and customer engagement.

Requirements:

• 8–10 years of experience in IT Client Service Management or a closely related service management environment.
• Any graduate qualification, combined with a proven professional background in client and IT service management.
• ITIL V3 Foundation certification at minimum.
• Proven experience managing client services and working within structured, process-driven environments.
• Experience working with bespoke software applications and mission-critical applications.
• Strong knowledge of the technologies used to deliver and support IT services.
• Experience developing and delivering Service Improvement Plans and supporting continuous service improvement initiatives.
• Experience with Microsoft Power BI and advanced Microsoft Office skills for reporting, analysis, documentation, and service management activities.
• Exposure to SIAM and experience coordinating services across multiple teams or providers is advantageous.
• Knowledge of the UK public sector, particularly UK Police Forces, is highly valuable.
• Excellent spoken and written English, with the ability to communicate clearly and concisely with technical and non-technical stakeholders at all levels.
• Strong problem-solving skills, with a logical and lateral approach to resolving complex service and customer issues.
• Self-motivated, curious, and willing to learn, with a genuine commitment to helping customers and colleagues.
• Ability to challenge existing processes constructively and identify opportunities for improvement.
• Strong organizational and multitasking skills, with the ability to balance complex customer requirements and internal priorities.
• Willingness and ability to work UK business hours and participate in on-call support when required.
• Ability to successfully undergo and maintain the required security clearance, which is a condition of continuing in the role.

Benefits:

• Opportunity to work in a client-focused IT service management environment supporting important and mission-critical services.
• Exposure to complex service operations, service transitions, continuous improvement, and multi-party service management.
• Opportunity to work with customers, internal service teams, and third-party providers across an international operating environment.
• Development opportunities through hands-on experience with ITIL practices, SIAM, Power BI, service reporting, and Service Improvement Plans.
• Opportunity to deputize for senior client service leadership and expand service management responsibilities.
• Structured, process-driven environment supporting professional growth and continuous learning.
• Working schedule aligned with UK business hours, with on-call support responsibilities as required.