Consider a new opportunity
Endava is a privately-owned IT services company established in 2000. With over 4,500 full time employees, Endava is currently based in 23 locations across the North America and Western Europe and delivery centres in Romania, Moldova, Bulgaria, Serbia, Macedonia, Argentina, Uruguay, Venezuela, and Colombia.
With an annual turnover of £100m in the financial year 2014 / 2015, we have established ourselves as a leading IT services provider.
Supporting the full software lifecycle, we cover application development and management, testing, digital media, consulting services, infrastructure management and cloud services.
Industry-focused verticals are led by professionals who speak our customers’ language, designing services for clients, complemented by world class delivery.
Our solutions transform systems, platforms and processes for the world’s leading brands in Capital Markets, Banking, Payments, Insurance, Media, Retail and Telecommunications.
By joining Endava Managed Services you will be involved in the delivery of a wide range of IT Services to a growing list of clients covering the full stack of services;
public, shared and dedicated Cloud services, infrastructure hosting and support, Service Desk and Monitoring, local support and Application Management.
We strongly believe in our ability to provide robust services while adapting quickly to the evolving needs of our customers and are looking for equally capable resources who can demonstrate track record in the same.
What will your role be?
The role of Client Services Manager (CSM) at Endava is a senior role with responsibility for critical service delivery and commercial management to one or more clients.
With a focus more on infrastructure and technical based projects and services being delivered, this role will work closely with the wider account team to seamlessly deliver the full portfolio of projects and services to the client
Take full responsibility for the engagement, relationship, contractual governance, expectation management and delivery of services to one or more clients (with significant business, political, or high-
profile impact, and potential high-risk dependencies)
Ensure that project and services, quality, change control and risk management processes are maintained including revenue and cost forecasting
To appoint, monitor and control resources, revenue and non-staff costs against project budgets and manage expectations of all projects, client and internal management stakeholders
Fill clients with a high level of confidence in our service capabilities and to contribute to the growth of assigned accounts
Taking on responsibility for developing clients project pipelines, converting and delivering new projects in the Managed Services arena, you will be expected to be able to interact with the client’s senior level representatives (C-
level or direct reports) and to demonstrate Endava’s potential to strategically support and impact their business through the delivery of our services
Involve the mentoring, training and development of team members who demonstrate capability and drive to progress into the Client Services Manager role
Travel requirements will vary but we are supporting clients across Europe and therefore ability / willingness to travel, in order to win new business and support clients is essential
Match your profile
We are looking for a Client Services Manager to take ownership of one or more client service delivery programs, establish strategic relationships with stakeholders internally and externally and manage assigned accounts successfully.
Able to build trusted client relationships up to C-level in large client organisations
Able to front large scale and complex services / projects within the infrastructure management environment
Proven experience in understanding client needs and adding value by successful engagement with other areas of the business outside of Managed Services
Accountable for the Service Delivery of a range of services to SLA, specifically around Configuration Management, Asset Management, Availability, Capacity and Security Management
Experienced in managing senior stakeholders, including C level, internally and externally and in designing and delivering presentations to board level
High level of commercial awareness, including management of large client P and L’s and previous experience in leading negotiations and establishing financial models
Good level of experience in leading business growth through account opportunities and large client facing teams
Interested in Service Excellence and continual improvement in contractual delivery solutions
Direct dedicated and shared service teams to ensure robust achievement of contracted Service Level Targets (SLT’s)
Experienced in managing the delivery of similar ITIL aligned services to SLAs. Able to ensure that project, SLT’s, quality, change control and risk management processes are maintained
Proven background in monitoring and controlling resources, revenue and non-staff costs against the project budget and in managing expectations of all project stakeholders
Able to absorb often complex technical information and communicate effectively at all levels to both technical and non-technical audiences
Experience with project proposals : working with Technical teams to define Client requirements and present the solution.
Own the compilation of technical and commercial artefacts to the Client, including commercial risk management
Proactive in order to keep both own skills up to date and have experience in mentoring and developing team members in advancing their career progression
Excellent written and spoken English. Able to write reports and proposals for board level executives
Desirable skills and experience :
Experience in Service and Contract design and drafting of SLAs and contracts for major projects and services
Experience in large IT Managed Service transitions
Previous experience working with both dedicated and shared delivery teams as well as working with off-shore or near-shore teams