Since 1996, SYSTEM SOLUTIONS GROUP SA received as mission to help organizations of all sizes develop and operate solid datacenter infrastructures allowing them to run and develop their business on.
Through its 22 years of existence, System Solutions evolved to become today a 'global ICT partner' for its customers.
Around its core business, System Solutions indeed developed a full palette of services, ranging from an online webshop for sourcing day-to-day commodity IT products, up to 'business consulting services', through staffing & recruitment and training services. And today System Solutions is operating its own datacenters to answer to the growing need for outsourcing and 'It as a service'.
Parallel to its development on its home territory, System Solutions followed a natural geographical expansion to adjacent regions: System Solutions France was created in 2005, with headquarters in Metz and System Solutions Belgium started its activities in 2010, with headquarters in Brussels and a regional office in Walloon Brabant.
People at System Solutions are of paramount importance. Team spirit between the various departments of the company, willingness to introduce innovations, ambition and efficiency represent some of our main corporate values because they are indispensable to the success of our clients' projects.
The System Solutions Luxembourg Client Service Manager (CSM) functions as the primary service management liaison to assigned SSL Managed Services clients, liaising between the Client, SSL Operations, Engineering, Sales, Development and other relevant System Solutions departments and affiliates.
He/She monitors all aspects of the services, takes all necessary actions and steps to verify and validate that the services are being delivered as agreed/contracted and ensures the requests of the client are being handled in a professionally and judicious manner within SSL.
The primary goal of the CSM is to develop and maintain the relationship with the client and ensure client satisfaction with service delivery, operations, quality & assurance, resulting in business expansion and renewal of service agreements.
The CSM position requires a variety of skills and competencies based on a diverse set of roles and responsibilities as noted below, and any other duties or roles assigned.
Security Services Management:
The Client Service Manager ensures that the service is delivered as described in the Service Description (SD) and Service Level Agreement (SLA) per contract.
He/She is the Single Point Of Contact (SPOC) and advocate for the customer for non-Day2Day operational activities.
The CSM provides recommendations to Product Management and operational teams for service improvements.
Service management encompasses the role of service assurance and quality assurance on behalf of the customer.
The CSM shall:
Be the client’s primary point of contact and advocate within System Solutions.
Participate in internal kick-off meeting and lead the client kick off meeting for new engagements.
Monitor & audit the service implementation phase, ensuring service implementation is meeting or exceeding contractually obligated timelines and client needs and expectations, as well as meeting operational support requirements. (Project Management has the responsibility for the implementation itself.
(RFS: Ready For Service (RFO: Ready For Operations – start of billing and start of SLA, activities & checklists).
Develop and maintain effective communications and working relationships with customers including conducting regularly scheduled and consistent Service Review Meetings and conference calls with the customer.
Stay abreast of the changing business and infrastructures needs of the customer; obtain a working familiarity of the clients’ business market, practices, organization, risks, stakeholders, key decision makers and strategic objectives.
Stay abreast of and provide information on upcoming feature releases, product changes and enhancements to the client and assist the client in making use of and taking advantage of all features of the service.
Be client’s advocate and spearhead the development of extra or new and non-standard functionality within the System Solutions product & service portfolio in the interest of the Client.
Provide a consultative approach by performing continuous service analysis, gap analysis & service improvement plans as warranted - Utilises SLA and service delivery reporting and other tools to proactively and reactively perform service and device trending analysis, identifying areas to develop service improvements and revenue enhancements.
Identify, develop and manage service improvement plans (SIP) when service is not meeting client expectations and SLA’s.
and analysis (provided by teams involved in the incident) and summarization of the event/incident, actions, timelines, lessons learned and any recommended and/or implemented changes.
Drive, coordinate and lead internal change through communication and escalation, mapped to the service improvement plans for identified areas of service weakness.
Perform as the client-facing filter for any non-Business-as-usual (BAU) operational communication and ensure that it represents System Solutions in a positive professional manner.
Maintains client information in Service center (or any other form of CMDB) Wiki page and SharePoint document set (Deployment Kit, BOM, Internal/External meeting minutes, etc.).
Provides training and information to clients on SSL Managed Services portal and services at inception and periodically as new features and enhancements to portal and service are made, as well as “refresher” training as necessary.
Provides training and education to internal SSL teams on client contracts, SLA’s, specific exceptions and anomalies, etc. to allow for proper operational support.
Monitors change activity, including device feature and maintenance release upgrades as well as vulnerability patches.
Provides client and internal executive summary and/or detailed service reporting as required.
Commercial & Account Support:
The Client Service Manager has the responsibility to ensure overall compliance with all commercial agreements and arrangements with the SSL Managed Services service portfolio and the Client.
The CSM shall:
Possess a strong understanding of the System Solutions Business Managed Service portfolio and the underlying technologies, policies and procedures used to deliver and support the services
Understand and display a sound awareness of their client’s contract and the financial aspects, and SLA breach penalties/remedies of each assigned client.
Establish and maintain sound working relationships with internal account supporting teams offering support to the sales account team by realizing and providing feedback on revenue generating opportunities to the account team and ensuring renewals are properly tracked and completed.
Participate in regular commercial activities where your client specific presence will enhance the company’s market position. I.e. Sales events, Vendor events, Industry conferences, and client related events.
Assess client satisfaction to report and address Quality of Service (QoS) issues to garner service renewal and expansion.
Provide necessary reports as required by management.
Assist in pre-sales support activities as assigned by management.
College Degree (Bachelors) or the equivalent in years of experience.
Training/certification or college certificate in Project Management
Training/certification or college certificate in Quality and Process Management (ITIL, Six Sigma, TQM, Lean Management, CMMI, etc.)
Training/certification or college/technical school certificate in Infrastructure technologies and products (HP, Vmware, Citrix, Microsoft, Vender Certs, etc.)
Training/certification or college/technical school certificate in Networking and/or Telecommunications
Must have proven successful Client service experience and/or have an in-depth knowledge and experience in a number of Technical Service Management interrelated areas in an outsourced service oriented environment in line with the level of position being hired for.
Possess the necessary skills (presentation), behaviors (communication & work ethic), and traits to be successful as a Client Service Manager.
Understands ITIL, service management and quality management practices.
Works well in team environment and as a sole contributor – a self-starter who does not need daily direction.
Experience in Project management of infrastructure implementation, operations or engineering projects.
Previous experience in an operations, engineering or other technical role within the IT and/or telecommunications field, particularly in a client facing role.
Must be able to manage crisis situations with the customer and set customer expectations when applicable.
Ability to understand and speak to technical issues to various levels of management, from engineers & other Project members to “C” level executives.
Languages: English and French fluent in written and spoken communication. German and/or Luxembourgish are considered as an additional asset.
The possibility to evolve on a permanent basis within a company in expansion, recognized for its professionalism in the quality of the delivered material as well as its first class services and support to its customers.
A competitive and attractive salary package along with extra-legal advantages. We will also show our appreciation of your contribution with continuous training as well as a creative and enriching work environment.
A professional team with a strong commitment to the company and an excellent team spirit.