- Company Name
- Getronics
- Job Title
- Global Director of Client Services Management
- Job Description
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Job Title: Global Director of Client Services Management
Role Summary:
Lead and evolve a global Client Services Management function across managed IT services. Deliver exceptional customer experience, operational excellence, and commercial stewardship across the customer lifecycle. Act as the primary executive escalation point, drive cross‑functional alignment, and guide strategic growth initiatives.
Expectations:
- Senior leadership and people manager of a global team of Regional CSM Heads, Client Service Managers, and Service Delivery Managers.
- Champion a culture of accountability, customer‑centricity, and continuous improvement.
- Collaborate closely with Technical Management, Service Desk, Engineering, PMO, Sales, and Finance.
- Maintain a deep understanding of client contracts, financial performance, and growth opportunities.
Key Responsibilities:
- Define and implement a global CSM strategy, standardising processes, governance, tooling, and metrics.
- Lead performance reviews, career development plans, and succession strategies for the CSM organisation.
- Serve as senior escalation point for critical customer issues, ensuring high‑quality service governance, QBRs, service reviews, and Service Improvement Plans.
- Drive customer satisfaction metrics (CSAT, NPS, Experience KPIs) and lead improvement programmes.
- Oversee end‑to‑end service performance, ensuring SLAs, KPIs, and compliance are met.
- Partner with SVP Operations and service line leads on stability, performance, and continuous service transformation.
- Maintain accurate documentation, reporting, dashboards, risk logs, and improvement plans.
- Manage major incident governance in partnership with Incident & Problem Management.
- Monitor account profitability, address cost‑to‑serve, revenue leakage, and change‑order opportunities.
- Identify upsell/cross‑sell opportunities, support renewals, and contribute to portfolio evolution by capturing customer insights and market demands.
- Promote ITIL best practices, digital experience measurement, automation, and proactive/predictive service delivery.
Required Skills:
- Extensive experience in Managed IT Services, especially leading client service management and delivery functions.
- Strong leadership, people‑management, and team‑building capabilities.
- Proven track record in customer experience management, CSAT/NPS improvement, and escalation management.
- Commercial acumen: ability to manage profitability, revenue forecasting, and growth initiatives.
- Excellent stakeholder engagement skills with cross‑functional teams.
- Deep knowledge of ITIL, service governance, incident/problem management, and service improvement.
- Strategic thinking, transformation leadership, and process standardisation.
Required Education & Certifications:
- Bachelor’s degree in Business, Information Technology, or a related field (equivalent experience may be considered).
- ITIL v3/v4 Foundation (or equivalent) required; advanced ITIL or other service‑management certifications preferred.
- Proven experience in a senior client‑facing role overseeing large multi‑tenant managed services.