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