The posting
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Client Service Manager based in India.
This role supports the day-to-day management and delivery of contracted IT services for key customer accounts. You will work closely with senior client service leadership to ensure services meet contractual SLAs, quality standards, and customer expectations. The position combines client relationship management, service performance, operational governance, escalation management, and continuous improvement. You will collaborate with internal service teams, customers, and third-party providers across a structured, process-driven environment. The role also provides exposure to mission-critical applications, service transitions, and public-sector technology services. This is an opportunity for an experienced IT service professional to make a direct contribution to customer satisfaction, service reliability, and operational excellence.
Accountabilities:
- Assist the Senior Client Service Manager with the day-to-day management of contracted services for assigned customer accounts, ensuring delivery remains aligned with contractual SLAs and performance targets.
- Support the transition of major customer services into Business-as-Usual operations, helping establish effective processes, documentation, governance, and service ownership.
- Monitor end-to-end service performance to ensure customer services are functioning effectively and meeting agreed quality and service-level standards.
- Develop and maintain customer and third-party relationships under the guidance of senior leadership, supporting customer satisfaction and alignment with IT/IS business strategies and processes.
- Assist with the preparation of monthly service reporting, including Service Performance Reports and Service Credit calculations.
- Support service setup activities and contribute to the creation and maintenance of required service documentation and deliverables.
- Work across internal teams to document, monitor, measure, and improve services through Service Improvement Plans and structured continuous improvement initiatives.
- Support service escalations by coordinating with service teams, senior client service leadership, and customers to identify appropriate solutions and achieve agreed outcomes.
- Maintain clear, professional communication with customers, third-party providers, and internal service teams throughout service delivery and escalation activities.
- Assist with the acceptance of new or amended services into production and support their ongoing management against contracted service levels.
- Ensure adherence to corporate policies, processes, procedures, and operational guidelines.
- Support initiatives designed to minimize Service Credit liabilities through service improvement and risk management activities.
- Deputize for the Senior Client Service Manager when required, helping maintain continuity of service management and customer engagement.
- 8–10 years of experience in IT Client Service Management or a closely related service management environment.
- Any graduate qualification, combined with a proven professional background in client and IT service management.
- ITIL V3 Foundation certification at minimum.
- Proven experience managing client services and working within structured, process-driven environments.
- Experience working with bespoke software applications and mission-critical applications.
- Strong knowledge of the technologies used to deliver and support IT services.
- Experience developing and delivering Service Improvement Plans and supporting continuous service improvement initiatives.
- Experience with Microsoft Power BI and advanced Microsoft Office skills for reporting, analysis, documentation, and service management activities.
- Exposure to SIAM and experience coordinating services across multiple teams or providers is advantageous.
- Knowledge of the UK public sector, particularly UK Police Forces, is highly valuable.
- Excellent spoken and written English, with the ability to communicate clearly and concisely with technical and non-technical stakeholders at all levels.
- Strong problem-solving skills, with a logical and lateral approach to resolving complex service and customer issues.
- Self-motivated, curious, and willing to learn, with a genuine commitment to helping customers and colleagues.
- Ability to challenge existing processes constructively and identify opportunities for improvement.
- Strong organizational and multitasking skills, with the ability to balance complex customer requirements and internal priorities.
- Willingness and ability to work UK business hours and participate in on-call support when required.
- Ability to successfully undergo and maintain the required security clearance, which is a condition of continuing in the role.
- Opportunity to work in a client-focused IT service management environment supporting important and mission-critical services.
- Exposure to complex service operations, service transitions, continuous improvement, and multi-party service management.
- Opportunity to work with customers, internal service teams, and third-party providers across an international operating environment.
- Development opportunities through hands-on experience with ITIL practices, SIAM, Power BI, service reporting, and Service Improvement Plans.
- Opportunity to deputize for senior client service leadership and expand service management responsibilities.
- Structured, process-driven environment supporting professional growth and continuous learning.
- Working schedule aligned with UK business hours, with on-call support responsibilities as required.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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