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Client Services Manager
Waukegan, Illinois  |  Remote
Contract Position
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Applied on January 28, 2023
Job Id #61317 Posted January 16, 2023



Job Description:

  • The Client Services Manager will have medium sized client area to support.
  • The role of the Client Services Manager is to ensure that value is achieved as anticipated from the outsourced relationships under management.
  • In particular, develops and designs a strategy of change that will satisfy the intended Managed Services structure of the organization.
  • Manages groups and their dynamics through the change process. Shares the knowledge of the principles of individual and organizational development, including the variables and systems. Sets clear and specific change objectives.
  • Additionally, leads the company, Provider, and business teams to achieve consensus.
  • Negotiates difficult or sensitive situations diplomatically, and communicates sensitive or controversial messages effectively.
  • Interprets the behavior of key stakeholders to anticipate their strengths, needs, actions and reactions.
  • The Client Services Manager acts as an interface between the client and the Service Provider.
  • He / She also synthesizes and consolidates the performance reporting in a sourced environment and monitoring the compliance of the Service Provider against Services Agreement Service Level Agreements (SLA).
  • This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. Works across stakeholders to gain agreement on new SLAs and / or metrics.
  • These actions ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.
  • This position oversees planning and forecasting of service consumption for a group of specific applications, and related quality of service and customer satisfaction.
  • Leverages key strengths from all project teams, company  and Provider alike.
  • Creates interdependent teams to achieve Managed Services objectives.
  • Manages and coordinates program level risks and issues.
  • Makes recommendations based on sourcing risk analysis in order to optimize capabilities and service offerings.
  • Makes recommendations to process stakeholders regarding the correct approach to achieve process improvement objectives.
  • These may include business process restructuring, application rationalization, or adopting Best Practices for a given function.
  • This position is responsible for input and recommendations that ensures the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.

Duties:

  • Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services.
  • Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements.
  • Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels. Define and implement service level reporting for clients.
  • Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance.
  • Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand.
  • Assists with the preparation and monitoring of corresponding IT budgets.
  • Monitors supplier compliance with company policies, procedures, and quality requirements.
  • Perform capacity and demand planning with Service Provider and Governance team Forecast customer demand for all in-scope and new services.
  • Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately. Ensure effective systems operations between the suppliers and company RUN organization.
  • As operational problems occur, reviews Service Provider recovery and permanent fix plans include Root cause analysis and actions. Is the contact for day-to-day communications between Service Provider and the specific Tower/Domain.
  • Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments.
  • Educates Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider.
  • Develops and distributes written communications as needed to service providers, BRMs, and other stakeholders.
  • Reviews and monitors Service Provider problems, change management processes, and escalation procedures.
  • Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting.
  • Measure, monitor and manage client satisfaction and provide remediation.
  • In conjunction with Service Provider, designs and administers customer surveys and other feedback processes.
  • As operational problems occur, reviews Service Provider recovery and permanent fix plans.
  • Ensure Service Provider has Business Continuity/ Disaster recovery plans. Participates in testing of plans as necessary and monitor results of business continuity testing.
  • Consults on the definition and execution of the Service Providers Disaster Recovery Plan to ensure business continuity.
  • Provide direction and leadership in developing the Client business processes that ensure contractual compliance.

Required:

  • Bachelors degree in the field of computer science, engineering, or equivalent - MBA Preferred. Experience managing suppliers and running IT operations.
  • Problem determination (experience in root cause analysis) and problem resolution skills. Project management experience.
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes.
  • Proven negotiation and influencing skills. Strong collaboration and partnering skills.
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders. Knowledge of business environment, service requirements and culture.
  • Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels.
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
  • Experience of indirect management managing by influence as opposed to positional authority. Ability to be firm but fair with regard to operational deliverables.
  • 3-5 years relevant work experience.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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