Customer Service Manager

Customer Services Manager

Managed Services – About Us

Over the last 15 years, we have grown steadily in Managed Services and we are expanding our teams due to our ongoing success.  We have a range of different customers, including large household names in our portfolio of customers.  We have a large number of consultants, UK wide, who provide support across all SAP areas as their primary job function.  We take care of our customers’ solutions from A to Z, transforming trust, into value.

From analysing and optimising customer processes, to implementing tailored solutions to suit their needs, to service and maintenance of their SAP system landscape, we work collaboratively with our own teams, the project delivery teams and our customers to ensure support excellence and vision in both the medium and long term.

We are looking for people to join our thriving team of consultants who are friendly, knowledgeable and highly skilled, and who love the variety of work within Managed Services.

Position Description

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
• Liaising 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)

Thank you for your interest in NTT DATA Business Solutions! We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work opportunities, among many other fantastic benefits. We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team.

Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify. We kindly ask that all applications be submitted directly and not through third-party agencies.

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