Customer Relationship Manager

Clearance required: DV Clearance 

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To act as the Customer Relationship Manager undertaking activities including:

•    Direct interface to the IT Service’s Business Relationship Manager to ensure coherence of future delivery strategy and priorities.
•    Direct interface to the IT Service’s Service Level Manager to ensure coherence of activities to maintain and improve service delivery performance.
•    Primary point of contact for the Customer community (end user and business) located on-site at the South West London location.
•    Regular interfacing with the Customer community at the East of England site (travel required – bi-weekly minimum).
•    Routinely monitor and measure Customer and End-User perceptions and experience regarding the quality of delivered IT services and the capability, taking actions to rectify concerns and issues and identifying opportunities to improve Customer and End-User experience.
•    Through collaboration with the Continual Service Improvement (CSI) Manager, enable appropriate mechanisms for the Customer and End-User community to raise CSI opportunities, receive feedback on progress etc.
•    Review service performance escalations, in particular, Customer and End-User escalated issues, to identify cause(s) of escalation and assist the Service Level Manager to identify and develop options to prevent or mitigate future escalations.
At planned intervals:
•    Review and evaluate the performance of the IT Services and capability, including service performance trends, service breaches etc.
•    Identify and analyze the impact of poor service performance on the Business and its ability to meet its defined business outcomes.
•    In conjunction with the Customer, identify changes to the Business environment that may impact the provision of the capability, including delivery of IT Services. 
•    Participate in service performance reviews on ‘as required’ basis.
•    Participate in reviews of IT service requirements, contract Performance Model, Service Framework and Service Level Agreement to ensure the processes continue to support the effective delivery of the IT services and the capability.

•    ITIL v3 Qualification
•    Experience in a customer focussed, outcome driven role such as Business Relationship Manager.
•    Excellent communication skills – both written and oral
•    Service Management best practice within complex matrix and/or multi-supplier environments.
•    Stakeholder management skills informed by business awareness.
•    Influencing, relationship and conflict resolution skills.
•    Managing employee tasks and activities as well your own tasks and responsibilities.