Client Service Excellence Manager

Want to make an impact? We offer thatDue 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 KPIsScreening & 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 requirementsReporting & 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 activityRisk 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 issueSupporting 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 insightKnowledge 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 accountRequirements:▪ 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 processSo, 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