Senior Service Relationship Manager
Pubblicato il 01-08-2026 - Experian in Italia
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Job DescriptionThe Service Relationship Manager (SRM) drives client advocacy and satisfaction for strategic Clients & Partners, acting as the in‐life operational single point of contact and the voice of the client. The role ensures clients experience consistency and simplicity when engaging with Experian,
manages client escalations through to resolution, and leads continuous service improvement (CSI) across the end‐to‐end client journey. The SRM is accountable for service performance (SLAs/KPIs), cross‐functional orchestration across Market, Regional and Product teams, and data‐driven improvement using mechanisms such as NPS and formal service reviews.Key AccountabilitiesService Governance & ComplianceAdheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue managementUses standardized tooling (RAID, dashboards, review packs) to ensure predictable and consistent service deliveryMaintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requestsPlans, prepares and runs formal Service Reviews, presents service performance insights, incident trends, SLA attainment and progress on root‐cause actions delivered by technical team