Customer Services Manager

Customer Services Manager

POSITION DESCRIPTION OVERVIEW

The position of Customer Services Manager within Managed Services will undertake a number of customer focused roles, and these are highlighted below:                                                                     

The Customer Service Manager (CSM) responsibility:

• Servicing a portfolio of customers
• Build relationships with “customer” and nurture the account with growth in mind
• Responsible for the fulfilment of all contractual obligations towards the “Customer”
• The central global contact person for the “Customer” regarding AMS, TMS and Hosting services
• Responsible for the internal coordination of all involved - AMS, TMS and hosting teams
• Responsible for the external coordination for relevant and defined partners
• The customer advocate within NTT DATA for all Business as Usual (BAU) activities

The main tasks for a Customer Service Manager are generally as follows:

 Delivery Management

• Implementation of the contractually agreed delivery model
• Service Delivery Management and Quality Assurance
• SLA-based execution and quality of the agreed services to achieve “customer satisfaction”
• Transition and stabilisation using the AMS Transition methodology (when managing transition/onboarding)
• Service Level & Escalation Management
• Setup of appropriate SLA monitoring to ensure SLA achievement
• Coordination of customer reporting
• Coordination of escalation process
• The primary point of contact for escalation and de-escalation
• Ensure time charging and invoicing is accurate and managed effectively
• Review and approval of time entries against the “Customer” WBS codes
• The “Customer” AMS balances are managed with both the customer and the AMS Delivery Team, to ensure effective use of purchased AMS time
• Review AMS statements and approve proposed invoices, before submission to the “Customer”
• Communicate Internally Effectively
• Ensure all operational teams are aware of changes and service operation activities e.g. Downtime for patching, change to approval process.
• Update “Customer” factsheet in Global Solution Manager when necessary
• Provide feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
• Ensure regular meetings/calls with the “Customer” Account Manager on planned and ongoing activity
• Liaise with the UK Technical Services Manager (TSM), where appropriate
   

On a scheduled basis (generally monthly) the activities will include:

• Customer Service Management and Quality Assurance in accordance with the agreed Service Delivery Manual
• compliance with the appropriate Engagement and Governance model in coordination with the “Customer”
• Facilitate scheduled meetings to review account, project and personnel status as well as SLA performance
• Operational review meetings (default: monthly) and business reviews meetings (default: quarterly)
• Appropriate onsite visits, operational meetings (internal and external) and steering committees
• Appropriate status reporting
• Identify and drive delivery efficiency measures
• Define and manage priorities (in collaboration with the “Customer”)
• Manage smaller projects delivered by the AMS Delivery Team, mainly caused by change requests
• Drive internal operational and external (customer) process improvement
• Ensure execution of agreed internal reporting:
• Weekly status reports : Solution Manager ticket status and review
• Analyse reports and take appropriate measures, if required
• Coordinate delivery dependencies with other services/ projects/countries related to the “Customer”  (as appropriate)

Coordinate the operational collaboration between Hosting and AMS
 
Definition of terms :
 
AMS               Application Management Services
BAU                Business as Usual
SDM               Service Delivery Manager
Solman           Solution Manager, NTT DATA ticketing tool
TMS                Technical Management Services
TSM                Technical Services Manager
WBS               Work Breakdown Structure, used to log time in SAP against a defined code

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 25 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
• Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
• Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan. This coverage extends to you, with favourable rates available for family members at the L3 level and above. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
• Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
• Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.