17 Oct
NTT DATA
Great Britain
Job description
Customer Services Manager
POSITION DESCRIPTION OVERVIEW
The position of Customer Services Manager within Managed Services will perform the following :
- Service a large portfolio of small customers
- Build relationships with these customers and nurture the account with growth in mind
- Responsible for tracking the fulfilment of all contractual obligations
- Act as the central contact person for the customer regarding the provision of services
- Responsible for the internal coordination of all support teams to deliver service on own portfolio
- The customer advocate within NTT DATA Business Solutions for the co-ordination of service delivery
- May also provide support to a Senior Service Delivery Manager with day to day / operational activities on larger / complex customer accounts
The main tasks for a Customer Service Manager are generally as follows :
- Service Delivery Management and Quality Assurance
- Delivery quality of the agreed services to achieve customer satisfaction
- Service Level & Escalation Management
- Coordination of customer reporting
- Coordination of escalation process
- The primary point of contact for escalation and de-escalation
- Ensure time charging is accurate and managed effectively
- Reviewing and approving time entries against the customer’s project codes
- Tracking, managing and reporting the customers’ budget of pre-paid time
- Reviewing and approving invoices and statements prior to submission to the customer
- Liasing with internal support teams and customer contacts
- Ensuring operational teams are aware of changes and service operation activities e.g. maintenance / downtime windows.
- Updating internal and external customer documentation regularly
- Providing feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
- Attending regular meetings / calls with Account Managers to develop and maintain awareness of all activity across the customer’s services
On a scheduled basis activities will include :
- Analyse support activities and initiate appropriate measures if required
- Production of reports (weekly / monthly / quarterly) dependent on the customer’s requirements
- Attend customer meetings either remotely or face to face to present / discuss reports (weekly / monthly / quarterly) dependent on the customer’s requirements
- Identify and drive improvement opportunities
- Define and manage priorities (in collaboration with the customer)
- Track and report financial information related to assigned account(s)
We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon!
We transform. SAP® solutions into Value
▶️ AMS - Customer Service Manager
🖊️ NTT DATA
📍 Great Britain