At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery for IT-managed services.
- Company: Join a forward-thinking company dedicated to enhancing client experiences.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on client satisfaction and long-term partnerships.
- Why this job: Be the voice of clients and drive improvements in IT services that matter.
- Qualifications: Experience in IT service management and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
The Client Experience Manager acts as the primary in-life service relationship owner for key IT-managed service clients. The role ensures a consistently positive service experience by monitoring service health, understanding operational performance, and driving continual improvement across the IT service lifecycle. This position bridges operational teams (Service Desk, Technical Support, Projects, Infrastructure, and Service Management) with client stakeholders, translating technical service outcomes into business-focused insights.
Key Responsibilities
- Service Relationship Ownership
- Primary point of contact for key clients on service-related matters.
- Build trusted relationships across technical and business stakeholders.
- Maintain proactive communication around service health and performance.
- Service Health Monitoring & Governance
- Monitor incident volumes, SLA/SLO compliance, and recurring trends.
- Present service desk analytics including ticket trends and major incident summaries.
- Conduct structured service review meetings with action tracking.
- Lead creation and delivery of Service Improvement Plans (SIPs).
- Work cross-functionally to ensure implementation of improvement actions.
- Measure impact and ensure ongoing enhancement of service processes.
- Act as escalation owner for service-impacting issues.
- Ensure completion of post-incident reviews and integration of lessons learned.
- Operational Insight & Reporting
- Produce client-facing service performance reports.
- Convert technical data into meaningful business insights.
- Identify recurring issues and risks to feed into internal forums.
- Internal Collaboration & Advocacy
- Represent the client voice within operational and leadership teams.
- Facilitate alignment across delivery, commercial, and service teams.
- Support onboarding and transition of new clients.
- Client Retention Responsibilities
- Develop strategic client relationships that support long-term retention.
- Identify risks to satisfaction and resolve issues proactively.
- Demonstrate service value through improvements and operational maturity.
- Ensure IT services align with client business objectives.
- Contribute to account development and growth strategies.
Skills & Experience
- Strong understanding of IT service management practices (ITIL).
- Ability to interpret IT operational data.
- Excellent communication and relationship-building skills.
- Confidence in presenting reports to varied audiences.
- Strong analytical and problem-solving skills.
- Background in MSP or managed IT services environments.
- Familiarity with ITSM tools such as Auto Task, ServiceNow or Halo.
Role Impact
This role is central to delivering a high-quality client experience, driving transparency, and ensuring strong long-term service partnerships.
Client Experience Manager in Carlisle employer: Occupop
At Occupop, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Carlisle. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment that encourages professional advancement. With a focus on client satisfaction and service excellence, we empower our team members to make a meaningful impact while enjoying a balanced work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Manager in Carlisle
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Client Experience Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend jotting down key points about how your skills align with their needs. This way, you can show them you’re the perfect fit for maintaining those strong client relationships.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We want you to feel confident when discussing your experience in IT service management and how you can drive improvements for clients.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Let’s get you that Client Experience Manager position!
We think you need these skills to ace Client Experience Manager in Carlisle
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Client Experience Manager role. Highlight your experience in IT service management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about client experience and how your background aligns with our needs. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Communication Skills:Since this role involves building relationships and presenting insights, make sure your application reflects your communication prowess. Use clear, concise language and structure your documents well. We appreciate clarity and professionalism!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing applications come through our own channels!
How to prepare for a job interview at Occupop
✨Know Your ITIL Inside Out
Make sure you brush up on your IT service management practices, especially ITIL. Be ready to discuss how you've applied these principles in past roles and how they can enhance client experiences.
✨Showcase Your Communication Skills
Since this role involves building relationships with both technical and business stakeholders, practice articulating complex technical concepts in simple terms. Prepare examples of how you've successfully communicated with diverse audiences.
✨Prepare for Data-Driven Discussions
Get comfortable with interpreting IT operational data. Be ready to discuss how you've used analytics to drive service improvements or resolve issues in previous positions. Bring examples of reports you've created or presented.
✨Demonstrate Proactive Problem-Solving
Think of specific instances where you've identified risks to client satisfaction and taken action to resolve them. Highlight your analytical skills and how they’ve contributed to enhancing service processes in your past roles.
