Service Relationship Manager - ITIL, CRM, Insuranc

11 Jan 2018
12 Feb 2018
Contract Type
Full Time
As one of the UK's leading insurance firms embarks on major transformations to their technology services department, a new opportunity has arisen for a service relationship manager to lead and develop a high performing relationship with their directorates. The Service Relationship Manager will contribute to the development of the service relationship management framework and implement new processes in line with agreed Service level agreements and agreed strategies. You will be establishing a highly collaborative relationship working with all levels of the assigned directorate. Key responsibilities - Contribute to the development of the service relationship management framework and implement in line with agreed strategy. Following agreed -Service architectures and standards. - Identify opportunities for service innovation and continuous service improvement. 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. - Use Voice of the Customer, or similar process, ensure appropriate customer service update and feedback channels are in place. - Provide primary point of contact for the key stakeholders and vendor management of Technology Service Operations - Owns actions to resolve and/or escalate issues and improvement actions with customers. - Ensure the service catalog is understood, and the services meet business requirements - Collaborate with Technology Business Partners and other Technology Services functions.When required support the Major Incident Management process. Key skills required - Ability to demonstrate experience great interaction skills throughout a large organisation - Demonstrable experience of working in a Service Relationship role suitable to a FTSE100 business. - Experience of working in a mixed Internal and External outsourced model. - Experience of Driving commercial and operational value from existing and new partners. Please note that while we are grateful for all job applications, only the most suitable will be contacted. Thank you for your interest in NEXERE