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ITIL Customer Relationship Manager

  • Job reference: 22093
  • Location: South London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £60000 - £65000 per annum

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Position - IT Customer Relationship Manager

Location - South London

Salary - £55,000-70,000

I am working with a FTSE 100 general insurance group, who are actively seeking an IT Customer Relationship Manager, to join their growing IT Service Management function. The IT Customer Relationship Manager will establish, own and develop relationships between the business and IT to understand customer feedback, promote change/introduction of new technology and improve the delivery of IT services.

Responsibilities will include...

  • Relationship management with assigned business directorates.
  • Chair end user service reviews and service reporting - also use 'Voice of the Customer' or similar process, to ensure appropriate customer service update and feedback channels are in place.
  • Understand demand for new or changed services - document and prioritise requirements as required.
  • Input into service design, service catalogue, and process design and tool configuration.
  • Provide primary point of contact for the key business stakeholders of Technology Service Operations.
  • Own actions to resolve and / or escalate issues and improvement actions with customers.
  • Promote and embed service catalogues, service management processes, tools, suppliers and standards within the target end user community.
  • Ensure the service catalogue is understood, and the services meet business requirements
  • Provide reports, analysis and insights on service performance.
  • Collaborate with Technology Business Partners and other Technology Services functions.
  • Identify opportunities for service innovation and continuous service improvement.
  • Support the roll out of Technology projects and initiatives. Assess the impact of new services or changes to existing services and support planning and implementation of changes.

Key Requirements/Qualifications…

  • Demonstrable experience of working in a Service Relationship role.
  • Ability to demonstrate experience great interaction skills throughout a large organisation.
  • Experience of working in a mixed Internal and External outsourced model.
  • Experience of driving commercial and operational value from existing and new partners.

This is a fantastic opportunity to join a growing team within a fantastic FTSE 100 organisation; to find out more please contact chris.byrne@lafosse.com on 0207 932 1672.

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