Customer Contact Management Senior Analyst improving customer experience in a global healthcare company. Collecting and managing queries, claims, and returns efficiently.
About the role
- Senior Service Management professional enhancing UK&I service management capabilities and supporting SLA commitments for major clients. Collaborating with stakeholders to ensure service performance and compliance.
Responsibilities
- Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLA‑related queries, and managing requested amendments to standard contractual terms, including service credit discussions.
- Collaborate with technology teams, product owners, and client delivery managers to define and agree non‑standard service levels and response times, ensuring they are operationally viable and clearly documented.
- Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
- Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
- Contribute to the enhancement and ongoing maintenance of the SLA database and the standard SLA query library, ensuring accuracy, consistency, and ease of reporting across the organisation.
- Provide operational support for SLA commitments within customer contracts, including interpretation, tracking, and reporting – Via PowerBI, Sharepoint and Servicenow.
- Support and Develop Power BI dashboards for SLA reporting, service availability, and performance trends.
- Ensure data accuracy, consistency, and suitability for both internal and customer‑facing use.
- Identify service risks, trends, and improvement opportunities through data analysis.
- Represent Service Management on senior internal and external calls, including challenging or high‑scrutiny discussions.
- Clearly articulate service positions and rationale throughout negotiation to internal and external stakeholders.
- Explain SLA outcomes and required remediation actions in clear, professional language.
- Build credibility and trust with UK&I stakeholders through strong communication consistent delivery.
- Support Incident and SLA Management processes using ServiceNow.
- Ensure SLAs are correctly configured, measured, and reported within ServiceNow.
- Apply ITIL / ITIL 4 best practices across service management activities.
Requirements
- Bachelor's Degree holder.
- Strong, hands‑on experience with SLA management and reporting.
- Senior‑level experience in IT Service Management or Service Delivery.
- Proven ability to lead and contribute to senior‑level calls with confidence.
- Power BI skills, including dashboard creation.
- Practical working knowledge of ITIL and ITIL 4 (Incident, Service Level, Continual Improvement).
- Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
- Excellent written and verbal communication skills.
- Experience with contract management, including interpreting service obligations and supporting contract governance and renewals.
- Solid experience using ServiceNow or other similar service management tool for incidents, SLAs, and reporting.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
- Experience working across time zones in a global delivery model.
- Experience supporting UK or European customers.
- Familiarity with regulatory‑driven service scrutiny (e.g. operational resilience expectations).
Benefits
- We know your well-being and happiness are key to a long and successful career.
- We are delighted to offer country specific benefits.
Job title
Job type
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Tech skills
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