Reporting to: Head of Client Experience
Role Overview
The Client Experience Manager acts as the primary in‑life service relationship owner for key IT‑managed service clients. The role ensures a consistently positive service experience by monitoring service health, understanding operational performance, and driving continual improvement across the IT service lifecycle.
This position bridges operational teams (Service Desk, Technical Support, Projects, Infrastructure, and Service Management) with client stakeholders, translating technical service outcomes into business‑focused insights.
Key Responsibilities
Service Relationship Ownership
- Primary point of contact for key clients on service‑related matters.
- Build trusted relationships across technical and business stakeholders.
- Maintain proactive communication around service health and performance.
Service Health Monitoring & Governance
- Monitor incident volumes, SLA/SLO compliance, and recurring trends.
- Present service desk analytics including ticket trends and major incident summaries.
- Conduct structured service review meetings with action tracking.
Continual Service Improvement (CSI)
- Lead creation and delivery of Service Improvement Plans (SIPs).
- Work cross‑functionally to ensure implementation of improvement actions.
- Measure impact and ensure ongoing enhancement of service processes.
Issue & Escalation Management
- Act as escalation owner for service‑impacting issues.
- Provide transparent updates during major incidents.
- Ensure completion of post‑incident reviews and integration of lessons learned.
Operational Insight & Reporting
- Produce client‑facing service performance reports.
- Convert technical data into meaningful business insights.
- Identify recurring issues and risks to feed into internal forums.
Internal Collaboration & Advocacy
- Represent the client voice within operational and leadership teams.
- Facilitate alignment across delivery, commercial, and service teams.
- Support onboarding and transition of new clients.
Client Retention Responsibilities
- Develop strategic client relationships that support long‑term retention.
- Identify risks to satisfaction and resolve issues proactively.
- Demonstrate service value through improvements and operational maturity.
- Ensure IT services align with client business objectives.
- Contribute to account development and growth strategies.
Skills & Experience
Essential Skills
- Strong understanding of IT service management practices (ITIL).
- Ability to interpret IT operational data.
- Excellent communication and relationship‑building skills.
- Confidence in presenting reports to varied audiences.
- Strong analytical and problem‑solving skills.
Desirable Experience
- Background in MSP or managed IT services environments.
- Experience developing Service Improvement Plans.
- Familiarity with ITSM tools such as Auto Task, ServiceNow or Halo.
Role Impact
This role is central to delivering a high-quality client experience, driving transparency, and ensuring strong long‑term service partnerships.
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