Client Service Manager – Leading Investment Bank – CONTRACT – London – Market Rates

PTS’s Client, a leading Investment Bank is in URGENT need of a Client Service Manager to help deliver end user computing services to divested customers based on the desktop platforms. This will be focused on the delivery of services as described in the TSA to divested Business units including desktop services, service management, communication and BCP.

Responsibility is focused around the London office although any development of processes should be in a consistent manner across the whole of the client base.

Deliverables and Competencies:

• Support in driving a robust service transition function within Global Desktop and End User Services.
• Establish and maintain effective relationships with key stakeholders, globally across TS. Exploit these relationships when managing programme change to ensure efficient delivery & economies of scale wherever possible.
• Build on Lessons learnt and create a culture of repeatable process to ensure robust and reliable delivery.
• Actively challenge areas of risk and concern, always with the protection of the KPI’s and benefits that GIS have signed up to at the forefront of the challenge.
• Engage in regular reviews with key Business contacts for all areas within the CSM’s portfolio.
• Provide a single point of contact for communication between Business areas & Project Teams delivering change into the customer environment.
• Represent Business interests for phase/pilot planning undertaking a gatekeeper role for all customer communication.
• Ensure post-implementation support is available and act as Business escalation point for change conflicts.
• Continually work to expand Business interaction, and to measure/improve relationships with Business staff at all levels.
• Become to critical technology interface for all Business staff within the CSM’s portfolio.
• Become the subject matter expert for all infrastructure technology questions/issues/concerns.
• Work closely with IDM’s to provide transparency and clarity around the services technology offer sharing knowledge with IDM function in order to provide a fully joined up view of the customer-technology relationship Act as a formal point of contact for any queries, questions, suggestions, concerns from the customer.
• Manage all technology areas in order to ensure that issues/escalations/suggestions are progressed promptly and efficiently.  Become known as the “go to” point for all staff within the CSM’s Business portfolio.
• Attend all incident calls affecting the CSM’s portfolio where severity is 1 or 2, add value to incident calls by providing accurate Business impact where possible, Communicate incident progress to key Business contacts. Ensure that PIR activities are relayed to key Business contacts.

Client Service Managers with the above skillset, knowledge and excellent ITIL understanding are urged to apply ASAP. Please send your CV at your earliest opportunity. Thank you.

PTS is an Equal Opportunities employer and applicants are selected solely on the basis of their relevant aptitudes, skills and abilities. No applicant shall receive less favourable treatment on the grounds of sex, marital status, civil partnership status, trans-gender status, pregnancy, maternity, colour race, nationality, ethnic origin, religion, belief, sexual orientation, disability, age. This is not an exclusive list.