Senior Client Services Manager

Location

Bangalore | India

Job description

Walk-in Drive: 13th & 14th January 2024

Interview Location: HCL Tech - ITPL Bangalore

5th Floor Unit-B Aviator Building ITPL SEZ Whitefield Road, Bengaluru, Karnataka 560066

Mention the HR Name: Indrakumar M (Top of the Resume)

Contact Person: Indrakumar / Raghav

HCLTech - Hiring for the Senior CSM - AM/DM Role:

Job Description:

The Senior Client Service Manager ('Sr. CSM') provides overall service relationship governance and acts as the Customer's trusted partner to provide oversight of the services provided by client. The Sr. CSM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer and client.

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The Sr. CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging new relationships. The Sr. CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the Sr. CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA's), Operating Level Agreements (OLA) and Underpinning Contracts (UC's) for the Client Services.

Additionally, the Sr. CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the Sr. CSM role is to partner with Customers and to be an extension of the Customer's staff.

Responsibilities include:

• Financial Management - coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.
• Service Delivery – govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)
• Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer's IT Services Demand...
• Service Transition – own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.
• Continual Service Improvement (CSI) – implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.
• Candidate for the role described above will also be responsible for Verizon specific deliverables and performance objectives as set by the organizational leader at the beginning of each year.

Skills and qualifications:

• Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)
• Preferred ITIL v3 Foundations Certified or completed within 6 months of start date. ∙
• Minimum 5 years' experience in Customer Service, Project Management and/or Telco
• Must have strong interpersonal skills.
• Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job. Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.
• Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment.

Job Location: Bangalore (WFO)

Shift Timing: US Shift

Please Fresher don't apply, only those who have 5+ Years of experience into the CSM role with Telecom domain can apply.

Job tags

Salary