Service Delivery Analyst

Company Description

Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

Job Description

The Client Service Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) in order to ensure quality is maintained to meet service, and business objectives.

They are a strong advocate for best-in-class service management, with a drive to deliver improvements and efficiencies. Driving both proactive and reactive engagement with internal and external stakeholders - the primary focus providing end to end service management across the Experian portfolio

Relationship Management

• Establish strong affiliation and maintain a ‘trusted advisor’ relationship with both the client and internal stakeholders, providing a point of contact and escalation for client service.
• Obtain a detailed understanding of the customer journey for Clients and the downstream impact of any service issues.
• Be accountable for Client Service Reviews, ensuring service actions are completed in a timely manner ensuring that the Client(s) are kept fully informed of their status and updates.

Communication

• Obtain a high level of understanding for the clients’ service offerings in order to effectively manage any formal updates, both internally and externally, and to ensure consistent communications regarding Experian products.

Client & Technical knowledge

• Understand, review, and sign off client SLAs based on information provided.
• Have and maintain a detailed understanding of Experian products and services, from across multiple business lines, and also ensure knowledge of how the Client has deployed these into their estate.

Operational

• Act as the service owner for clients denoted as such in terms of revenue and complexity.
• Own the day-to-day service relationship with the client(s).
• Be accountable for contracted service commitments.
• Leads internal delivery stakeholders as ‘one team’ ensuring a seamless delivery of services to the client(s) from across the business units.
• Act as the ‘Voice of the Customer by advising and influencing internal stakeholders, at all levels, as regards the delivery, availability and functionality of services and systems.
• Ensure that Service Delivery Management processes are in place, and working, and fit for purpose to meet client service levels.
• Ensure that the appropriate management information reports are produced in compliance with the contract service schedule and providing additional narrative as appropriate
• Lead, manage and influence activities within a matrix managed environment, when escalation is required. Ensure all escalations are valid / justified and that the correct channels have been followed prior to the required escalation.

Customer

• Champion a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything that Experian does.
• Ensure that good client / consumer outcomes are at the centre of decision making.
• Promote great service and seek to exceed client / consumer expectations.
• Client Surveys – NPS / Temperature check – to be reviewed and feedback logged.  Improvement plans in place as a result of any feedback.

Regulatory, Governance and Control

• Adhere to all regulatory requirements within area of responsibility and escalate issues quickly.
• Monitor complaints / identify risks and take steps to mitigate these, keeping fully documented.
• Ensure team members understand the importance of adhering to their regulatory obligations and responsibility for implementation of company policies and procedures.

Qualifications

• Ensure team members understand the operating model and the functional and individual responsibilities
• Awareness of ITIL processes operated within Service Delivery Management and Service Acceptance. Understand how Service Management liaise with and support these areas.
• Strong client focus with excellent communication skills, empathy and influencing skills, with the ability to display understanding of the customer journey.
• Drive customer focus, service excellence and ultimately the customers’ satisfaction, and set the benchmark for these for your peers and junior team members.
• Take personal responsibility and ownership by identifying problems and risks, and drive to resolution.
• Ability to self-plan and deliver, at both a strategic and tactical level, on time and with quality for Clients and internal stakeholders.
• Viewed as a Trusted Advisor for Clients and internal stakeholders within Experian.
• Ability to work under pressure and lead by example within Experian and in client situations.
• Highly adaptable and flexible. Able to read and adjust quickly to new situations and fast changing priorities both internally and externally.
• Able to handle conflict, undertake negotiations, manage resolution, and lead others.
• Understand escalation model, including when and how to escalate appropriately, and can evidence efforts to resolve before escalation paths are exercised.
• Understand the structure and management of matrix teams across Experian.
• Considers approach and seeks critique, considers a variety of solutions.
• Ensure that positive Client outcomes are at the centre of decision making.
• Drive adherence to all regulatory requirements and apply appropriate controls in the interests of Clients.
• Leverage experience to support and develop other team members.
• Able to articulate complex issues clearly and concisely, both written and verbally, adapting to the audience as required.
• Recognise great performance in other teams.
• Able to drive personal development, proactively seeking out CPD opportunities.

Additional Information

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