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Client Services Consultant
Charlottesville, Virginia  |  Onsite
Contract Position
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Applied on February 4, 2023
Job Id #61443 Posted January 23, 2023



Job Description:

  • The Client Services Consultant will have small size client area to support. The role of the Client Services Consultant is to ensure that value is achieved as anticipated from the outsourced relationships under management.
  • In particular, fosters Managed Services alignment by understanding and explaining interdependencies between Company and the Providers, so that everyone understands how they impact each others work and overall Managed Services results.
  • Additionally, markets change to internal clients when appropriate, using fact-based examples of successes.
  • Fields questions with a positive, constructive approach, along with the ability to be empathetic through the change process, yet counters peoples resistance to change.
  • Proposes win / win solutions, and influences and motivates others to agree to solution, vision, objective, proposal, etc. Collects and provides detailed service level results and lessons learned for use by others.
  • Monitors service level infractions and proposes new SLAs and metrics as needed. 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 set of specific applications, and related quality of service and customer satisfaction. Harmonizes and motivates team members who may be at different locations; as well, works to partner across various teams and providers. Uses appropriate quantitative analysis techniques to determine probability of risk occurrence.
  • Comprehends external factors that could become project risks. Compares and contrasts sourcing risks in order to optimize capabilities and service offerings. 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 work experience. 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. 1-3 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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