Service Relationship Manager

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ph3Company Description /h3 pExperian 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 also assist millions of people to realize their financial goals and help them save time and money.
/p pWe operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
/p pWe 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.
Learn more at experianplc.com.
/p h3Job Description /h3 pThe 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.
/p h3Key Accountabilities /h3 h3Service Governance Compliance /h3 ul liAdheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue management /li liUses standardized tooling (RAID, dashboards, review packs) to ensure predictable and consistent service delivery /li liMaintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requests /li liPlans, prepares and runs formal Service Reviews, presents service performance insights, incident trends, SLA attainment and progress on root?cause actions delivered by technical teams /li liIdentifies, tracks and manages risks and issues; maintains RAID items linked to service outcomes /li liDetects emerging service risks through trend and behavioral analysis and communicates early?warning indicators /li liImplements forward?looking monitoring mechanisms to anticipate service degradation before it impacts SLAs or client satisfaction /li /ul h3Client Advocacy Relationship Management /h3 ul liActs as the operational Single Point of Contact, ensuring a simple and consistent experience for clients /li liCoordinates and communicates escalations,



ensuring that accountable technical teams drive timely resolution and that clients remain fully informed /li liDevelops deep understanding of client objectives, environments and constraints; aligns internal priorities to drive loyalty and value /li liLeads regular internal and client?facing service meetings to assess progress, agree actions, and strengthen trust /li /ul h3Client Journey Lifecycle Governance /h3 ul liOversee the client journey from onboarding through in?life service, change/enhancement intake, renewal readiness and offboarding (where relevant) /li liEnsures expectations, dependencies, SLAs and service health indicators are clearly defined at each lifecycle stage /li liPartners with Account Directors and Delivery/Support teams to ensure a predictable, consistent and value?focused client experience /li /ul h3Continuous Service Improvement (CSI) NPS /h3 ul liOwns governance of Client Improvement Plans, ensuring actions are delivered by accountable teams and lead to measurable client impact /li liOwns the NPS cycle for their nominated clients, analyzing feedback and embedding actions into CSI plans /li liReports progress, insights and impacts clearly on stakeholders /li /ul h3Cross?Functional Orchestration Early Engagement /h3 ul liLeads a virtual team across Product, Pre?Sales, Sales, Delivery and Support to ensure early awareness of client needs, constraints and expectations /li liParticipate in Monthly Market Reviews to provide client insight and secure support for improvements /li liWorks with Account Directors to shape service elements of new business, highlight upsell/retention opportunities and manage expectations /li liProvides health insights service for renewals, QBRs and commercial discussions /li liFlags service risks that could impact client retention or commercial outcomes, ensuring teams have factual, data?driven narratives /li /ul h3Data?Driven Service Performance Reporting /h3 ul liAnalyses service performance data (incident/defect patterns, turnaround, SLA attainment) to recommend corrective/preventive actions /li liPublishes accurate reporting packs for clients and internal stakeholders; ensures actions, owners and timelines are clearly defined and followed through /li /ul h3Personal Development Best Practice /h3 ul liContributes to the development and roll?out of best practice,



internal service improvements and tooling /li liOwns a personal development plan and continually builds technical and behavioral skills (e.g., influencing, analytics, communication) /li /ul h3Skills Experience /h3 ul liProven experience managing complex client relationships in a multinational matrix environment /li liStrong negotiation, influencing and stakeholder management skills /li liExpertise in service management disciplines (incident, problem, change) and working knowledge of SLA/KPI design /li liDemonstrated success delivering measurable service improvements and business benefits /li liExcellent analytical skills with ability to identify trends and recommend actions /li liProficiency in service reporting, SLA analytics and dashboard?based insights /li liStrong working knowledge of CRM and service management platforms used to track performance and client interactions /li liOutstanding written and verbal communication skills across all levels /li liHigh emotional intelligence; collaborative, proactive, accountable and results?oriented /li /ul h3Qualifications /h3 ul liWe are seeking a candidate with proven experience (4-5 years) managing large?scale implementations of integrated software and platform solutions, including SaaS and API?based microservices, within complex enterprise environments, ideally coming from leading technology providers or high?tech, data?driven organizations.
/li liLanguage skills: English fluent /li liDegree or equivalent experience /li /ul h3Desirable /h3 ul liITIL certification /li liExperience in related industries (e.g., Banking, Telco) and working across multiple countries/cultures /li /ul h3Additional Information /h3 pNational collective agreement applied is "CCNL Metalmeccanico" /p pEB9: Salary range = ******, ,00 Euro Annual Gross /p h3You Will Get /h3 ul liPersonal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
/li liWork environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
/li liSocial agevolazioni package including food vouchers, health insurance, monthly flex allowance and internet coverage, Sharesave plan, Employee assistance program, and many other benefits!
/li liOpportunity for Flexible working hours and Home Office.
/li /ul pExperian is an Equal opportunity employer.
Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age.
If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
/p pThis is a hybrid remote/in-office role.
/p pExperian Careers - Creating a better tomorrow together /p /p #J-*****-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7i2rbn