客户经理助理
Associate Client Service Manager
我们秉持的理念是，在接触技术之前，先理解客户业务。
这种做法带来了聪明的软件；优化旧流程，节省成本并实现积极的改变。
我们的技术已帮助英国国家医疗服务体系（NHS）对数百万婴儿进行听力损失筛查，确保数百家住房机构高效管理其房屋，并帮助十余个不同警察部门的工作人员在一线做出更好的决策。
总部位于英国，但业务遍及全球，我们的2000名员工正在改善最重要的服务。
我们现在是NEC公司的一部分，NEC是IT和网络技术整合领域的领导者，为全球企业和个人带来益处——这为增长和创新带来了无限机会。
ACS职位开放
经验（年）：8-10年
行业/技术背景：IT客户服务中心管理
地点：孟买
工作时间：英国工作时间；值班支持
助理客户服务中心经理负责协助高级客户服务中心经理对特定客户账户的合同服务进行日常管理。这包括跨组织协作，以确保所有服务符合合同规定的服务级别协议（SLA）或合理的努力绩效目标（根据合同而定），并作为所有服务交付升级的一个联系点。
该职位的核心职责包括：
●协助主要客户过渡到常规服务运营
●确保提供给客户的端到端服务正常运行，并符合合同规定的服务水平和质量标准
●在高级CSM的监督下，建立客户和第三方在各个层面的关系，以最大限度地提高客户满意度，并确保服务符合客户的IT/IS业务战略和流程
●协助生成月度报告，例如但不限于服务绩效报告和服务信用计算
●参与服务的设置，协助生成可交付文档
●协助高级CSM跨组织进行文档编写、监控、测量和通过服务改进计划来提升为客户提供的服务
●协助高级CSM处理服务团队的升级问题，并与高级CSM和客户合作，确保客户的需求得到满足
查看英文原文
Our philosophy is to understand our customers’ business first before we get to the technology.
This approach leads to clever software; streamlining old processes, saving money and delivering positive change.
Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.
Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.
We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.
Opening for ACSM
Experience (Years): 8-10 years
Industry / Technology background: IT Client Service Management
Location: Mumbai
Working Hours: UK Business Hours; On-Call Support
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 (SLA’s) 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:
●Assist with transition of a major client into BAU Service Operation
●Ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
●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 customer’s IT/IS business strategy and processes
●Assist with the production monthly reports for example but not limited to the Service Performance Report and Service Credit calculations
●Be involved in set up of the service, assisting with the production of deliverable documents
●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
●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 services
●Provide excellent communication to your Customer, third party and internal to Service teams
●Assist the Senior CSM to ensure acceptance of new or amended services into production and the ongoing management to contracted service levels
●They will understand and ensure adherence to corporate policy, processes, procedures and guidelines
●Assist with activities which minimise Service Credit liabilities through the use of Service Improvement or Risk Management
●Deputise for the Senior CSM when required.
Overall Project/Task description
The successful candidate will be required to undergo security clearance. Continuation of the role will be contingent on successfully obtaining and maintaining the required clearance.
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);
●Experience in Microsoft Power BI
●Advanced Microsoft office Skills
●Exposure to SIAM
●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
Any graduate
NA