IT Regional Client Services Manager | StartersVacatures.be
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Clifford ChanceIT Regional Client Services Manager

Application deadline 15-02-2016
Category

IT

Juridische

...
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Level
HBO & WO
Minimum years of experience
Minimum years of experience: 
1
Location
Amsterdam
Deadline:
15-02-2016 (For Past)
Category:

IT

,

Juridische

Level:
HBO & WO
Location:
Amsterdam
Minimum years of experience:
1
Start date:
-
15-02-2016
Deadline
Past
View all Graduate jobs from Clifford Chance

Summary

At Clifford Chance, we believe in bringing the client to the centre of everything we do. To do this we need to understand, anticipate and fulfil the needs and expectations of each client.  We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who are client focused.

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Job details

The IT Regional Client Services Manager (IT RCSM) will be a self-driven, customer-focused individual, responsible for the management of issues raised by IT's consumers across the Regions associated offices. 
Working with Local Office IT Management, IT colleagues centrally and in reporting to IT CSD for the regions listed, the role provides an 'account management' function on behalf of IT to our business. In addition to co-ordinating and managing issues raised by our internal customers, the IT RCSM will ensure that client engagement is effectively, efficiently and consistently delivered in line with IT's strategic direction of providing a single service to the firm as a whole. The individual will have proven experience in communicating at all levels. The successful candidate will also ensure that our clients are fully aware of the services that IT Operations provides including details of their service levels, and the planned changes and disruptions to those services. They will also play a key role in facilitating and enabling strategic IT change programmes.
The role will report to, and be guided by, the IT Client Services Director so as to represent IT and its interests across these 3 regions and 11 offices.
During agreed periods, or in the event of a major service failure, the IT RCSM will work closely (including out of hours) with the Incident Management team to ensure that, where appropriate, users and key business contacts are updated on progress and their needs are factored in to the incident response.
The IT RCSM will also be expected to work closely with, and support, both the Regional IT CSD and the IT Managers across all 3 regions, through the identification of demand driven service improvements and the management of any relevant IT Service Improvement Plan(s) (SIP). 
Vacancy is full time (37,5 hrs). Location: Amsterdam (+annual visits to other offices).

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Key responsibilities

• To maintain effective and trusted relationships within the 3 Region's business community, initially focusing on Amsterdam.
• Provide a conduit into the business community to allow IT's successes and performance to be clearly and consistently demonstrated. 
• To oversee internal customer escalations and complaints raised by the 3 region's user communities.
• To ensure that the business's needs are accurately conveyed in to IT through the correct channels in a structured, systematic and auditable manner.
• To ensure that upcoming IT changes (both operational and major project change through GPG) are understood and agreed, both within the business community and IT, recognising and reconciling constraints on both sides. 
• Ownership & management of the IT Service Improvement plans (SIPs) already in place, and their further development. 
• Covering out-of-hours user communication responsibilities with the region's IT CSD.
• Ensuring that the teams comply with IT's agreed policies and processes relating to Security and Risk Management.
• Represent IT Client Services on various Projects Boards as and when required.
• Working with 3rd line teams to ensure support dovetails correctly and provides a seamless experience to users.
• Maintaining effective and trusting relationships with all IT Teams (Infrastructure, Applications, Service Management, Architecture etc.) will be key to the success of this role.
• Working with the project teams to ensure resource requirements are met and managed.
• Attend and chair business focus group meetings to identify business requirements. Own these requirements through the governance model, and progress in a timely fashion.

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Experience

 Bachelors degree or equivalent experience
• Experience in managing customer engagements and expectations, and able to quickly establish credibility with clients, colleagues, and senior management
• Experience in working in a high-pressured environment
• Experience in managing complex operational IT issues 
• An understanding and experience of interacting with ITIL processes such as Change and Problem Management

Skills
• Excellent communications and influencing skills (in Dutch & English)
• Able to act as a bridge between both technical and non-technical teams
• Excellent interpersonal skills
• Thorough, problem solving mind with strong analytical skills around process and procedures and how to apply
• Resilient and tenacious, able to assimilate views and information quickly for decision making purposes
• Excellent planning, organisation and time management skills
• Enthusiastic, self motivated, flexible and adaptable 
• Ability to exploit IT for business benefit
• Naturally focused on providing outstanding customer service
• Discretion and reliability

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Client focus

At Clifford Chance, we believe in bringing the client to the centre of everything we do. To do this we need to understand, anticipate and fulfil the needs and expectations of each client. We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who are client focused.
We are looking for people who:
• can demonstrate a keen interest and enthusiasm to understand their clients' priorities;
• are self-starters, team players ready to help others and contribute to the overall success;
• listen, question, deliver; and
• are reliable and responsive, who can put the needs of the client first.
In short, we are looking for people who are motivated by client satisfaction and who strive to exceed the expectations of their clients.

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Interested?

For any further questions please contact Marieke van den Oever (Recruitment Manager) + 31 20 711 9692/ marieke.vandenoever@cliffordchance.com

Please send your resume and motivation letter to the link below.
An assessment will be part of the procedure.

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Working at Clifford Chance

Branche
Law / Fiscal / Notary
Number of countries
26
Headquarters Holland
Amsterdam
Employee abroad
6200
Employee in NL
320