Client Service Advisor (IT Service Delivery)

Role Overview
The Client Service Advisor (CSA) is the primary relationship owner for our clients. The CSA ensures exceptional service delivery, client satisfaction, and driving sustainable client business growth by acting as a trusted advisor and facilitating across internal teams.

Key Responsibilities

• Own and manage client relationships for assigned accounts as the main point of contact for service and contract matters.

• Plan and conduct regular client performance reviews, tracking service performance, SLAs, risks, and corrective actions.

• Provide advisory on IT planning, budgeting, lifecycle management, governance and service enhancements.

• Manage contract renewals, service scope changes, and see through closure of project opportunities with Sales and Presales teams.

• Collaborate with Delivery and Project teams (e.g. engineers, project managers, etc.) to ensure seamless service delivery.

• Handle client feedback, escalations, and service recovery cases to uphold client satisfaction and service excellence.

Requirements

• Diploma or Degree in Business, IT, or a related discipline.

• Strong client-facing, stakeholder management, communication, and collaboration skills.

• Good understanding of IT service management, governance, compliance, contracts, and renewals.

• Organised, detail-oriented, and able to manage multiple client accounts effectively.

• Able to take ownership of client issues, escalations, and service recovery matters.

• Passionate about business and technology, with a willingness to learn and grow.

• Knowledge of accounting, experience managing enterprise or SME mid-market accounts, or ITIL v4 Foundation certification will be advantageous.