Service Engagement Manager (North America)

Date Added: 17/03/2021

Location: North America - Flexible

Salary: Competitive

Job Reference: SEMNAM21

Accountable for all Service Engagement activities across the Group.  This key role sits within the Group Operations Senior Leadership Team and is accountable for continual service improvement and customer service excellence.

The role is accountable for the provision and continual improvement of industry leading service engagement across our global customer base in a cost-efficient manner. Ensuring the right levels of capability, capacity and best practice are in place to enable service excellence, meeting our customer needs whilst driving continual improvement initiatives for Livingstone Group to stand out in the market for Service Excellence.

The Head of Service Engagement is accountable for managing and evolving Customer Relationship Management (CRM) within the Group, ensuring that all revenue opportunities are maximized, relationships are well managed in line with customer service excellence and best practices are adopted to meet customer requirements.

 

Responsibilties 

  • Provide strategic leadership to the Service Engagement function supporting the execution of strategic business objectives.
  • Leadership and management of the Service Engagement resources with respect to career development and performance management.
  • Accountable for ensuring the right levels of capability, capacity and best practice for service excellence to meet our customer needs whilst driving continual improvement initiatives.
  • Manage key relationships within global companies ensuring the smooth running of the service.
  • Accountable for developing the Service Engagement function aligned with business growth globally.
  • Own and drive all areas of improvement to deliver service excellence and support delivery of high-quality services for Livingstone Group customers, ensuring the right level of engagement with key stakeholders within the customer base
  • Accountable for the delivery of excellent client relationships, ensuring clients feel valued and building a collaborative relationship where Livingstone Group are seen as the partner of choice.
  • Owner of the Escalation process for clients, ensuring high levels of performance, accurate reporting and establishing service improvement activities when required.
  • Monitor and understand the commercial landscape to refine and develop our Service Engagement model in line with evolving Sales and Marketing propositions.
  • Accountable for the quality of Service and performance (SLAs) to clients; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated services.
  • Drive client service reviews, providing standardised Management Information (MI) and analytics that are clear, concise, open and honest and that celebrate the success of the Service Management whilst also highlighting improvement actions.  Ensure client expectations are proactively managed and met/exceeded.
  • Provide regular and accurate management reporting on Service performance.
  • Provide visible and accessible leadership creating a climate where individuals understand their role and responsibilities and are empowered to be effective in their role.

 

Experience required

Essential

  • Extensive experience of leading a Service Engagement function within complex customer facing environments.
  • Significant demonstrable experience of managing a large global customer base.
  • Demonstrable experience of effectively managing senior relationships within Blue Chip companies.
  • Significant experience of developing and managing high performing teams.
  • Experience of using data analytics to drive continuous customer improvement initiatives.
  • Experience of mentoring and coaching individuals and teams.
  • Excellent level of communication skills including the ability to present to both internal and external senior stakeholders.
  • Commercial contract management experience.
  • Demonstrable experience of conflict resolution.
  • Demonstrable experience of effectively managing budgets and resources.

 

Desirable

  • ITAL v3
  • Software Asset Management experience
  • Negotiation and influencing skills

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