Client Service Manager / Service Delivery Manager - Offshore

  • Mumbai, India
  • Full-time

Company Description

Rave Technologies – A Northgate Public Services Company, is a software services company that works with small and medium sized organisations. We are a part of Northgate Public Services Company which is based in the UK.
Based in Mumbai, Rave Technologies’ end to end product/application engineering services help address challenges in the product or application development life cycle. These services include Requirement Analysis, Software Architecture, Design, Development, Testing and Maintenance with specialised services in Cloud/SaaS Migration, Usability Engineering, System Architecture and Design, and Independent Testing solutions

Job Description

Project Name: Implementation projects of Public Safety.

Objective: To deliver contracted levels of service independently from offshore and assist onshore CSM/SDM while delivering fully managed services.

Description:
The offshore Client services manager (CSM) will be responsible for independently delivering contracted level services to forces in the UK and assist onshore CSM/ SDM. Initially, the scope of delivery will be limited to the Athena CONNECT products;
The Offshore CSM will take care of day-to-day service delivery related tasks, own and keep track of SLAs, produce reports at agreed frequency, engage with stakeholders at regular intervals, act as a point of escalation for internal teams and our Clients, understand planned change and seek Client approval and provide sign off for Client communications.


Requisites:

Total Experience: 8 - 10 years

Relevant Experience : 5 years’ experience in IT service management

Industry / Technology background: Public Services and Utilities preferred, knowledge of Northgate CONNECT platform and other Northgate products

Working Hours: UK working hours


Role Summary:

Personal qualities and Skills

Essential: 

● Service Delivery Management in mission critical IT platforms
● Able to work alone and as effectively as a team player
● Strong commercial awareness
● Excellent Negotiator
● Proven ability to self-manage and remain productive under pressure.
● Professionally presented and a great ambassador for the Company
● Positive work ethic which includes willingness to work extended hours where appropriate
● Numerate, methodical, approachable, an excellent communicator at many levels
● Willingness to assist others
● Strong report writing skills
● In-depth understanding of Northgate CONNECT product and platform
● At the minimum, ITIL foundation certified
● Has development / technical background

Desirable: 

● ITIL V3 foundation or manager certification
● Has worked with UK clients and team
● Has working experience of the onshore – offshore model
● Knowledge of most of NPS products, technologies and services
● Has used one or more ITSM tools for service management

Responsibility and duties:
● To manage level service delivery independently from offshore and assist onshore CSM
● To ensure the customer is aware of their respective responsibilities and commits to resources required
● To manage the progress of work performed by Northgate
● To be the prime customer contact and promote Northgate products and company professionally at all times
● To maintain regular, frequent contact with the customer and develop a profitable relationship with key customer personnel
● To manage problems through to resolution escalating proactively and formally as necessary
● To maintain accurate quality records of customer project work, sufficient to allow seamless handover to a colleague
● To continually assess the service delivery process and propose process improvements

Day to day work
:
● Service acceptance into BAU from project implementation team
● Prepare & maintain service delivery statistics
● Manage service levels as per S&M contract in force
● Ensure that no violation of data security takes place while managing or delivering the services
● Support UK Incident Management restore P1 and P2 service outages ensuring quality communications are issued to agreed distribution lists.
● Ensure any post recovery actions are transferred to Problem Management for further investigation and resolution in a timely manner
● Manage escalations
o Act as escalation point in the event of BC or DR invocation
● Manage communication
o Produce client service report and deliver in a timely manner
o Attend client service review meetings (conference calls / hangout sessions) and provide feedback to NPS service and delivery teams
o Prepare and track action points to completion
o Update knowledge base with lessons learnt
● Manage risks, issues and actions

Qualifications

Education: Masters degree in engineering or computer science / computer application