Service Relationship Manager

Position Summary

Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet’s Service Relationship Managers (SRM’s) are responsible for the service relationships of Claranet’s customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer’s needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Objectives & Key Results

Key Responsibilities

Owns the relationship with one or more of Claranet’s Corporate customers contracted services across Claranet’s portfolio of Hosting, Network, Communications and Security services

Accountable for successful delivery of all clients contracted service and key KPI’s and SLA’s

Able to manage customer contact engagement that maximises the relationship and knowledge of the customer

Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity

Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery “peaks and troughs”

Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts

Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients

Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects

Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client’s environments through monthly / quarterly / annual surveys

Effective resolution of all escalations relating to services provided, including production of incident reports when required

Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement

Required Qualifications & Experience

Behavioural Competencies – Organisational & Behavioural Fit

Demonstrable ability to work within a matrix organization

Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”

Demonstrable experience in successfully managing complex customer relationship activities in a client services industry

Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)

Demonstrable experience of leading change within a customer driven environment

Excellent decision making & problem solving skills

Able to confidently identify ways to maximize customer growth & retention opportunities

Ability to communicate confidently at all levels whilst demonstrating close attention to detail

Proven ability to work creatively and analytically in a problem-solving environment

Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change

Appreciation of ITIL methodologies and standards

Excellent commercial acumen and business awareness

Knowledge of Public & Private Cloud, Infrastructure, Security, Network and Communications and associated Managed Services

Benefits

At Claranet, we go the extra mile with our people—because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

Pension Scheme: Employer-matched contributions to help you plan for the future.

Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.

Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.

Personalised Wellbeing Support: App-based resources and services available 24/7

Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.

Continuous Learning & Development:Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Equal Opportunities Statement

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.

Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!

To view full job description please visit our careers page