IT Service Manager - Newcastle

IT roles
Ref: 145 Date Posted: Thursday 21 Oct 2021
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* IT Client Service Manager - Newcastle, Edinburgh or Maidenhead *


Pulsant is a market leading company - providing ultra-reliable, flexible managed services to businesses nationwide.

With an outstanding commitment to Service Excellence, the Client Service Manager will provide a superior level of service management to our key clients to ensure client retention and growth. This role will also be required to contribute to the Client Service Management strategic plan to ensure continuous service enhancements are identified and delivered in alignment with the overall Pulsant strategy.


Role and Responsibilities

  • Undertake regular service reviews, reporting, capacity management, client documentation and management of any ad-hoc requests to Pulsant key client(s).


  • Work closely with Client Managers to stay abreast of client patterns of business and proactively manage service capacity.


  • Assist the Client Managers with identification of opportunities and regular account planning to maximise revenue retention and growth.


  • Develop and enhance both client and internal relationships, providing a direct escalation / point of contact for service reporting, service issues and complaints.


  • Audit and update external and internal client documentation, ensuring the latest versions are held in the correct repositories and available as required.


  • Ensure client’s services are on-boarded correctly and system monitoring, reporting and management are correctly established to ensure that Pulsant can effectively identify issues and/or trends that could adversely affect, or are adversely affecting, a service to a client.  Work with the client/ internal teams to take preventative action, or resolve unforeseen issues as quickly as possible, pro-actively creating and owning CSIPs where required.


  • Produce and present regular reports on service performance to clients, and gather and track feedback to further enhance the company’s service.


Skills & Experience

  • Extensive experience in a customer facing IT service management role.
  • Good level of and experience with Microsoft Office packages, in particular Power Point, Word, Excel.
  • Experience of operating in, and competent in managing virtual team environments.
  • Experience creating professional presentations and confident delivering them to senior level / boards of directors internally and externally.
  • Proven track record of ensuring services are measured and improved.
  • Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk.
  • Good technical knowledge of IT technologies and the ability to understand new technologies. 
  • Excellent understanding of client needs and the ability to translate these into project deliverables.