Job Description:Role Summary Manage a portfolio of multiple smaller customers (the number will be variable based on activity and demand) Carry out monthly (or agreed schedule) service reviews for all customers by telephone. Issue minutes of the review meetings and take ownership of ensuring that all actions detailed are completed to the timescales agreed with the customer Distribute monthly service reporting to all customers Attend internal project handover and review meetings (via teleconference) Ensure that documentation is up to date and input to audits issued by other teams Duties and Responsibilities Distribute monthly service reporting to all customers Attend internal project handover and review meetings (via teleconference) Ensure that documentation is up to date and input to audits issued by other teams Participate in customer WIP (work in progress calls) and actively assist in jeopardy managing critical issues/orders Attend weekly billing/debtor reviews and provide status updates on all outstanding invoicing To include taking corrective actions and raising credits where appropriate Ensure that the Customer Service Plan is reviewed twice a year as a minimum and contact and notification details kept up to date in this document and on the Remedy system Monitoring and measuring SLA performance Adhere to Service Management Charter and team KPIs Provide customer information when requested to other areas of the business Provide back office support to the lead service manager when allocated to larger accounts. Ensure that in country Service Management is regularly informed of all customer related issues Key Performance Indicators Customer Satisfaction (CSAT) Assurance metrics Service Delivery metrics Professional Certifications / Additional Qualification ITIL Experience(Min. years) 4-7 yrs of experience Candidate Specification: Strong Organizing and Planning skills Customer focused in a customer facing environment Excellent communication and Interpersonal skills Structured approach to problem solving Relationship building (positive and confident) Strong attention to detail Time management and prioritization ability Multi tasking in a high pressure environment Technical/Functional Skills Ability to think around complicated logistical problems, faced with tight deadlines and difficult issues. Proven ability of managing large volumes of activities, across multiple work streams, and taking these from start to finish Competent user of Microsoft suite Ability to lead by example to motivate and influence other project team members. Competency & amp amp Behavioral Skills Strong communication skills, to be able to interact effectively internally and with suppliers and customers, at both the working and executive level. Confident and tenacious individual who understands the importance of task ownership and management.