Client Service Excellence Manager

Want to make an impact? We offer that Due to continued growth, we are currently hiring a Client Service Excellence Manager (CSEM) to join our team. emagine is a dynamic, fast-growing international consulting and technology company, founded on real-world experience, focused on custom-fit solutions. We have the proven people and expertise to complete complex projects, while delivering lasting knowledge-transfer benefits to empower our partners for the next challenge. Are you intrigued? Do you want to learn more? A snapshot of your key responsibilities as Client Service Excellence Manager (CSEM) would be: Delivery & Performance ▪ Accountable for the ongoing performance of the emagine teams, identifying and resolving delivery issues proactively ▪ Leads continuous improvement and efficiency initiatives that deliver measurable benefit to the client ▪ Identifies delivery risk at an early stage and recommends appropriate remediation ▪ Manages client specific defined KPIs for delivery, performance and improvement ▪ Maintains personal performance against agreed company KPIs Screening & Team Capability ▪ Works jointly with the KAM to assess prospective consultants for technical and cultural fit prior to deployment ▪ Maintains a Skills Matrix across the deployed team, identifying skill gaps, single points of failure, and cross-training requirements Reporting & Continuous Improvement ▪ Owns KPI reporting and performance analysis for technical service delivery across the account(s) ▪ Contributes technical delivery content to client business reviews ▪ Operates a structured mechanism for capturing input from deployed consultants, incorporating relevant findings into service improvement activity Risk Management ▪ Identifies commercial risk and escalates it to the KAM ▪ Identifies consultant performance risk and escalates it to the REM where the matter becomes a people or HR issue Supporting Growth ▪ Drafts the initial brief for new resourcing requirements in conjunction with the KAM and sourcing team ▪ Supports tender and RFP responses with on-the-ground delivery insight Knowledge Transfer ▪ Owns the knowledge transfer process at the conclusion of each engagement, ensuring continuity of service and minimising knowledge loss when a consultant exits the account Requirements: ▪ Experience in IT services and Project Delivery, with direct accountability for team performance outcomes ▪ Sound working knowledge of modern technology environments and how digital transformation programmes are delivered in practice, including Agile, Waterfall, and hybrid approaches ▪ Background in IT Project Management an advantage ▪ Ability to interpret performance data and translate it into clear, actionable reporting ▪ A continuous improvement mindset, with a track record of identifying and implementing service enhancements ▪ Sound judgement in assessing technical skill and cultural fit ▪ Ability to hold consultants, and self, to a clear performance standard ▪ Sufficient commercial awareness to operate effectively within a structured sign-off process So, are you ready to join our team? It’s important to remember, emagine is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for our customers. Opportunity type: Permanent, On-site within one or more of emagine's largest client accounts