Service Relationship Manager Job Description

Service Relationship Manager Job Description

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Service relationship manager provides leadership and input to others as requested or required to assist in the accurate estimation • Proficiency with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.

Service Relationship Manager Duties & Responsibilities

To write an effective service relationship manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service relationship manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Go-to” contact for centre referral process and client escalations to service partners including Symcor, Corporate Investigations Services (fraud transactions) Takes ownership of the problem management process ensuring quick cause and effect analysis, effective resolution and communication to appropriate management and team members to mitigate client, operational and fraud risk
Responsible for completing industry surveys related to services provided
Be the contact person for the centre referral process and client escalations to service partners including Symcor, Corporate Investigations Services (fraud transactions)
Possess sound knowledge and understanding of related business products and services
Work with NTAM partners and vendor partners to ensure a smooth operation of services
Support the development of new opportunities to provide AMS services for our clients
Facilitate client to the adoption of ADP Streamline Central Services and support them in the move to the ADP Streamline´s service model
Serving as a single point of contact for post-sales services and ongoing relationship support for assigned clients/client contacts, including working closely with project managers on implementations and maintenance, and generally ensuring that service level standards (per client service level agreements) are met
Responsible for risk management oversight, account monitoring and control of non-lending excesses, account balance fluctuation reporting to Corporate Treasury assigned Corporate Visa servicing, maintenance and administration
Consistently reacts and adapts to hanging business environment

Service Relationship Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Relationship Manager

List any licenses or certifications required by the position: ITIL, PMP, BRM, CVM, V3, PMI, CS, K1, CGA, CAIA

Education for Service Relationship Manager

Typically a job would require a certain level of education.

Employers hiring for the service relationship manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Finance, Education, Management, Computer Science, Information Systems, Associates, Communication, Marketing, Telecommunications

Skills for Service Relationship Manager

Desired skills for service relationship manager include:

Microsoft Office
Their portfolio and internal culture
Excel and PowerPoint
Word
Microsoft Outlook
Advisor Services products
Complex subject matters
Services
HCM strategies
Industry and internal culture

Desired experience for service relationship manager includes:

Build effective relationships with clients
Liaise with clients during IT crisis
Primary point of contact for Service Review meetings for various lines of business including Mutual Funds and Institutional Accounting / Administration, UCITS, and Alternative Investments
Plan and execute strategic planning meetings and steering committees
Liaison with service provider regarding new business opportunities
Provide guidance for internal business units on issue resolution, projects, and strategic planning while considering impact on Delaware's overall interests

Service Relationship Manager Examples

1

Service Relationship Manager Job Description

Job Description Example
Our growing company is hiring for a service relationship manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service relationship manager
  • Lead and document review of service provider SSAE 16's
  • Provide required Fund Board and Audit Committee reports related to service provider
  • Manage outsourced relationships in accordance with the relevant SLD across EMEA and APAC
  • Ensure SLD is maintained to reflect service levels
  • Work with NTAM partners and vendor partners to ensure relationships are managed within the key
  • Liaise with Front Office Teams to on issues as they arise
  • Identifying areas for improvement (leveraging existing metrics and/or developing new Key Performance Indicators)
  • Tabulate all procedures in the Service Level Agreement (SLA)
  • Works with key constituents to identify key risk themes and work toward mitigating these as appropriate and in conjunction with other NTAM partners
  • Provide written monthly/quarterly executive updates on status of the relationship
Qualifications for service relationship manager
  • Escalation point of contact for queries from all NT Asset Management areas and the service providers
  • Manage the development docket via Change management
  • Manage and improve the service and delivery SharePoint site
  • Proven ability to manage business relationships, service provider, vendor or client
  • Ability to communicate with staff and management levels internally and externally
  • Proven success in change management, and evolving investment operating models
2

Service Relationship Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service relationship manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service relationship manager
  • Expand knowledge about products, and services and sales techniques to provide consistently improved assistance
  • Enhance, build and grow relationships with business owners and teams
  • Conducts site visits as needed in addition to conference calls and email communications
  • Deliver high-quality content and messaging to drive Customer Service, experience and sales growth
  • Build overall firm strategy in collaboration with CS and internal business owners
  • Understand organizations goals, structures and centers of influence
  • Shares and maintains appropriate account documentation
  • Obtains and communicates timely and relevant information such as competitive insights to all relevant areas within the Customer Service and business owner environment
  • Profile business areas by gathering data
  • Shares intelligence with key internal business partners
Qualifications for service relationship manager
  • Documents and produces weekly/monthly/quarterly and annual tracking of all process/program enhancements and impacts to company, including dashboards, decks and executive level summaries
  • Documents site assessment activity if applicable
  • Prepares, schedules, and documents Quarterly Business Reviews with business teams
  • Drives high value content in partnership with business teams to hand off to CS Training
  • Develop a plan to allocate resources in a prudent and responsible manner
  • Assess and balance Customer needs with sales impact and potential for future growth
3

Service Relationship Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service relationship manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service relationship manager
  • Report directly to the Operations Director
  • Own, produce and deliver client-driven service reports to stated deadlines and ensure that reports are beneficial to business stakeholders
  • Manage Service Level compliance
  • Document and communicate service improvement plans, and drive improvements to increase overall customer satisfaction
  • Own Service Improvement initiatives, and document and communicate to all relevant parties
  • Be the escalation point for the Client
  • Attend Change Advisory Boards and Problem Review Boards as appropriate
  • Maintain an up to date awareness of supported in-scope applications, and any business impacting changes that are planned
  • Ensure that the Service Catalogue is maintained with the appropriate change governance and business sign off
  • Ensure business communication plans are adhered to
Qualifications for service relationship manager
  • Solid foundational knowledge of Customer Service broad understanding of the competitive landscape
  • Maintain and build on business relationships
  • Minimum 5 year’s experience operating in a client relationship management role focussing on service delivery
  • Strong stakeholder management experience and ability to influence up to executive level
  • Proven experience of managing customer expectation within a support service environment
  • Experience of SLA Management and what it means to the client
4

Service Relationship Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a service relationship manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service relationship manager
  • Answering a variety of product, investment, and technical questions on the spot where possible, or acting as an issue owner and collaborating with other internal resources as necessary until an issue is resolved and communicated to the client
  • Training head office representatives/solution-administrators to self-support end users, and/or working with the Client Support, Client Support Consulting, and Client Training and Education teams where applicable to ensure end-users are supported in a coordinated manner
  • Coordinating with sales and marketing to tailor templated end-user and adoption support materials, and helping the client to design and execute programs as needed to drive end-user adoption and/or asset growth
  • Working closely with the operations team to ensure regular, ongoing operations processes are executed on schedule and to client expectations
  • Collaborating with product and technical managers to ensure the voice of the customer and client satisfaction implications are being appropriately represented in product roadmap decisions
  • Assess, develop, implement and evaluate customized individual and team based learning solutions
  • Actively provides thought leadership to clients by knowing their day to day business and responding to learning requests
  • Recommends the appropriate development solutions to drive key organizational results and identify contextual constraints that must be satisfied for a program to succeed
  • Through strong business acumen, helps business leaders solve their business challenges through effective, scalable, and measurable learning solutions
  • Analyzes all relevant data and take the appropriate actions to improve overall quality and effectiveness of our programs
Qualifications for service relationship manager
  • ITIL practitioner, expert desirable
  • An understanding of the current Data Protection and Privacy legislation
  • Proven experience and understanding of working in eCommerce or with eCommerce clients
  • Demonstrate teamwork and the ability to effectively collaborate with all levels of customers and our internal organization
  • Demonstrated ability to work independently without direct supervision in the field, with a proven ability to execute and meet sales goals
  • Efficient in English
5

Service Relationship Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a service relationship manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service relationship manager
  • Develop and maintain relationships with business stakeholders, focusing on the services they need from IT to achieve their operational deliverables
  • Work with customers and IT stakeholders to set and manage realistic expectation of services, reflected in service definition, scope and formal agreements
  • Support Business Analysts in maintaining an accurate knowledge base detailing the relationship between IT Services and Business process
  • Work with Project Managers, Business Change Managers and Communications Managers to shape change management and/or communications activities in relation to services
  • Execute paperwork for contracts/scheduling, create monthly reports, optimize sales campaigns, and ensure client deliverables meet contract guidelines
  • Provide campaign performance reports & screenshots to clients
  • Execute change requests and revisions to ad campaigns, creative updates, or other modifications
  • Function not only as the client’s day-to-day contact, but also the project manager for any custom programs sold
  • Traffic ads and schedule ad campaigns independently
  • Work with support team to ensure the campaign flights are managed and work with client/agency to receive creative assets and ensure campaign launches on time
Qualifications for service relationship manager
  • Ability to adapt to sudden changes in priorities and responsibilities
  • Solid desktop PC skills (MS Office preferred)
  • At least 4-7 years of relevant work experience, or proven success in managing a book of business and servicing accounts
  • Fluent oral and written communication skills in both English and French language is highly beneficial
  • Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management
  • Excel in a fast-paced environment while still producing very high-quality, detail-oriented work

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