Manager, Service Management
Company
Location
United Kingdom
Posted At
6/27/2025
Advertise with us by contacting: [email protected]
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Description
Job Description:
Role Purpose:
Provides operational leadership (staffing and budgeting) for a group of client service professionals within a large market with primary responsibility for client service in their domain.
Principal Accountabilities:
Plans and directs resources to ensure client satisfaction. Consults with clients on the uses of DXC products and services, developing solutions to client problems, as well as assessing the needs and developing methodologies to ensure account service teams are adequately trained and performing at optimal levels. Implement Service management best practices. Builds, develops, and provides leadership within a client service team.
Key Responsibilities:
Strategic Planning:
Develop and implement service management strategies aligned with organizational goals.
Set and monitor key performance indicators (KPIs) for service delivery.
Team Leadership:
Lead and manage a team of service managers and support staff.
Provide guidance, coaching, and performance feedback to team members.
Service Delivery:
Ensure that services meet or exceed established service level agreements (SLAs).
Oversee the resolution of service issues and customer escalations.
Process Improvement:
Identify areas for process improvement and implement solutions to enhance service efficiency and effectiveness.
Develop and maintain service management policies and procedures.
Stakeholder Communication:
Communicate with stakeholders, including customers, employees, and senior management, to provide updates and gather feedback.
Present reports and recommendations to upper management.
Financial Management:
Manage budgets and financial resources related to service management.
Monitor expenses and identify cost-saving opportunities.
Risk Management:
Identify and manage risks associated with service delivery.
Develop and implement risk mitigation strategies.
Skills And Qualifications:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Analytical and problem-solving skills.
Experience with service management frameworks like ITIL.
Ability to manage budgets and financial resources effectively
Minimum Education, Experience, & Specialized Knowledge Required:
Bachelor’s degree or equivalent and a minimum of ten (10) years related work experience with two (2) years’ experience as an Client Service manager. Expert knowledge of the concepts, practices, reporting quality & integrity and procedures of the client service representative field. Expert knowledge of DXC Insurance products preferred. Experience developing and managing others. Insurance experience preferred.
Organization Reporting And Scope:
Business acumen (knowledge of the Insurance industry). Change management/process analysis skills (e.g. business process re-engineering). Strong communication skills, including ability to train/present and deal tactfully with clients. Project management experience in overseeing or contributing in complex, multi-discipline projects. Managerial skills, including a strong focus on team building.
ITIL Certified.
Role Purpose:
Provides operational leadership (staffing and budgeting) for service management team: Client Services, Service Operations, Service Desk, Production
Principal Accountabilities:
Responsible for all service management processes and for setting up the service management office.
Objectives:
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Role Purpose:
Provides operational leadership (staffing and budgeting) for a group of client service professionals within a large market with primary responsibility for client service in their domain.
Principal Accountabilities:
Plans and directs resources to ensure client satisfaction. Consults with clients on the uses of DXC products and services, developing solutions to client problems, as well as assessing the needs and developing methodologies to ensure account service teams are adequately trained and performing at optimal levels. Implement Service management best practices. Builds, develops, and provides leadership within a client service team.
Key Responsibilities:
Strategic Planning:
Develop and implement service management strategies aligned with organizational goals.
Set and monitor key performance indicators (KPIs) for service delivery.
Team Leadership:
Lead and manage a team of service managers and support staff.
Provide guidance, coaching, and performance feedback to team members.
Service Delivery:
Ensure that services meet or exceed established service level agreements (SLAs).
Oversee the resolution of service issues and customer escalations.
Process Improvement:
Identify areas for process improvement and implement solutions to enhance service efficiency and effectiveness.
Develop and maintain service management policies and procedures.
Stakeholder Communication:
Communicate with stakeholders, including customers, employees, and senior management, to provide updates and gather feedback.
Present reports and recommendations to upper management.
Financial Management:
Manage budgets and financial resources related to service management.
Monitor expenses and identify cost-saving opportunities.
Risk Management:
Identify and manage risks associated with service delivery.
Develop and implement risk mitigation strategies.
Skills And Qualifications:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Analytical and problem-solving skills.
Experience with service management frameworks like ITIL.
Ability to manage budgets and financial resources effectively
Minimum Education, Experience, & Specialized Knowledge Required:
Bachelor’s degree or equivalent and a minimum of ten (10) years related work experience with two (2) years’ experience as an Client Service manager. Expert knowledge of the concepts, practices, reporting quality & integrity and procedures of the client service representative field. Expert knowledge of DXC Insurance products preferred. Experience developing and managing others. Insurance experience preferred.
Organization Reporting And Scope:
- Typically reports to: Delivery Director/COE Lead
- Management scope (number of full-time employees): minimum of 10
- Annual revenue scope (If applicable) $M: minimum of $15
- Worldwide
- C&S and Broking
Business acumen (knowledge of the Insurance industry). Change management/process analysis skills (e.g. business process re-engineering). Strong communication skills, including ability to train/present and deal tactfully with clients. Project management experience in overseeing or contributing in complex, multi-discipline projects. Managerial skills, including a strong focus on team building.
ITIL Certified.
Role Purpose:
Provides operational leadership (staffing and budgeting) for service management team: Client Services, Service Operations, Service Desk, Production
Principal Accountabilities:
Responsible for all service management processes and for setting up the service management office.
Objectives:
- Setup new Client service model
- Follow up and ramp up Best practice in service management
- Harmonizing the support model across T1 to T3
- Setup Support capabilities per product
- Define and execute an effective model of support
- Define Service and pricing catalogue
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Advertise with us by contacting: [email protected]
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