Customer Service Manager - Italian Speaker

.We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.Your Role & Responsibilities:The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.ResponsibilitiesConduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plansCoordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.Relationship ManagementMaintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needsOperational / Performance ManagementManage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting.
Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warrantedReview Key Performance Indicators (KPIs) and provide action plans, when necessary.In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively