Client Service Excellence Manager
Description
Client Service Excellence Manager (CSEM)
Permanent | On-site
Be the person our clients' IT leaders trust to tell them how delivery is really going, and the person who tells us what they'll need next.
emagine is an international consulting and technology company. Our specialist consultants work inside some of the most demanding technology programmes in Ireland, and as we grow, we're creating a new role to make sure every one of those engagements is delivering at its best.
As Client Service Excellence Manager, you'll own the quality of our technical delivery across key client accounts. You'll work with client delivery and project managers as a peer, someone who has run projects and understands the pressures they face. You'll measure what's working, fix what isn't, and spot the next opportunity before anyone asks.
What you'll do
Own delivery quality
Take ownership of the performance and quality of our technical delivery across key accounts.
Manage KPIs, SLAs and service performance, using data to drive improvement you can measure.
Identify delivery, performance and commercial risks early, and make sure the right action follows.
Be a credible voice with senior IT stakeholders
Build trusted relationships with client IT leaders and understand their roadmaps, priorities and delivery pressures.
Engage confidently on projects and transformation programmes, flagging risks, dependencies and improvements.
Bring delivery and performance insight to client business reviews.
See what's coming
Identify client project challenges and capability needs, working with the emagine team to plan to meet those needs.
Support new resourcing requirements, tenders and RFPs.
Raise the bar across our consultant teams
Work closely with deployed consultants to capture on-the-ground insight and keep standards high.
Assess prospective consultants for technical and cultural fit, and identify skills gaps across teams.
Manage knowledge transfer and continuity when consultants move on from an engagement.
What you'll bring
Essential
Hands-on experience in IT project management or technical delivery. You've owned delivery yourself and can talk scope, risk, dependencies and timelines with client managers as an equal.
A strong background in IT services, technology delivery, service delivery or project/programme environments.
A working understanding of modern technology and transformation in areas such as cloud, infrastructure, data, applications, integrations or SaaS.
A track record of managing KPIs, SLAs and continuous improvement.
Experience resolving delivery risks and performance issues.
The credibility to build trust with senior IT stakeholders, and the confidence to challenge constructively and make clear recommendations.
Experience leading or working closely with technical teams and consultants.
Commercial awareness: you read what's coming next in a client and see where to add value.
A strong advantage
A recognised project management qualification (e.g. PMP, PRINCE2, Agile/Scrum certification).
Experience supporting tenders, RFPs, renewals or account growth.
emagine is an Equal Employment Opportunity Employer. We value bringing together people from diverse backgrounds to build better solutions for our clients.
This role comes with an attractive salary, pension, healthcare and training.