Service Relationship Manager

Job Description

The Service Relationship Manager (SRM) drives client advocacy and satisfaction for strategic Clients & Partners, acting as the in‑life operational single point of contact and the voice of the client. The role ensures clients experience consistency and simplicity when engaging with Experian, manages client escalations through to resolution, and leads continuous service improvement (CSI) across the end‑to‑end client journey. The SRM is accountable for service performance (SLAs/KPIs), cross‑functional orchestration across Market, Regional and Product teams, and data‑driven improvement using mechanisms such as NPS and formal service reviews.

Key Accountabilities

Service Governance & Compliance

• Adheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue management
• Uses standardized tooling (RAID, dashboards, review packs) to ensure predictable and consistent service delivery
• Maintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requests
• Plans, prepares and runs formal Service Reviews, presents service performance insights, incident trends, SLA attainment and progress on root‑cause actions delivered by technical teams
• Identifies, tracks and manages risks and issues; maintains RAID items linked to service outcomes
• Detects emerging service risks through trend and behavioral analysis and communicates early‑warning indicators
• Implements forward‑looking monitoring mechanisms to anticipate service degradation before it impacts SLAs or client satisfaction

Client Advocacy & Relationship Management

• Acts as the operational Single Point of Contact, ensuring a simple and consistent experience for clients
• Coordinates and communicates escalations, ensuring that accountable technical teams drive timely resolution and that clients remain fully informed
• Develops deep understanding of client objectives, environments and constraints; aligns internal priorities to drive loyalty and value
• Leads regular internal and client‑facing service meetings to assess progress, agree actions, and strengthen trust

Client Journey Lifecycle Governance

• Oversee the client journey from onboarding through in‑life service, change/enhancement intake, renewal readiness and offboarding (where relevant)
• Ensures expectations, dependencies, SLAs and service health indicators are clearly defined at each lifecycle stage
• Partners with Account Directors and Delivery/Support teams to ensure a predictable, consistent and value‑focused client experience

Continuous Service Improvement (CSI) & NPS

• Owns governance of Client Improvement Plans, ensuring actions are delivered by accountable teams and lead to measurable client impact
• Owns the NPS cycle for their nominated clients, analyzing feedback and embedding actions into CSI plans
• Reports progress, insights and impacts clearly on stakeholders

Cross‑Functional Orchestration & Early Engagement

• Leads a virtual team across Product, Pre‑Sales, Sales, Delivery and Support to ensure early awareness of client needs, constraints and expectations
• Participate in Monthly Market Reviews to provide client insight and secure support for improvements
• Works with Account Directors to shape service elements of new business, highlight upsell/retention opportunities and manage expectations
• Provides health insights service for renewals, QBRs and commercial discussions
• Flags service risks that could impact client retention or commercial outcomes, ensuring teams have factual, data‑driven narratives

Data‑Driven Service Performance & Reporting

• Analyses service performance data (incident/defect patterns, turnaround, SLA attainment) to recommend corrective/preventive actions
• Publishes accurate reporting packs for clients and internal stakeholders; ensures actions, owners and timelines are clearly defined and followed through

Personal Development & Best Practice

• Contributes to the development and roll‑out of best practice, internal service improvements and tooling
• Owns a personal development plan and continually builds technical and behavioral skills (e.g., influencing, analytics, communication)

Skills & Experience

• Proven experience managing complex client relationships in a multinational matrix environment
• Strong negotiation, influencing and stakeholder management skills
• Expertise in service management disciplines (incident, problem, change) and working knowledge of SLA/KPI design
• Demonstrated success delivering measurable service improvements and business benefits
• Excellent analytical skills with ability to identify trends and recommend actions
• Proficiency in service reporting, SLA analytics and dashboard‑based insights
• Strong working knowledge of CRM and service management platforms used to track performance and client interactions
• Outstanding written and verbal communication skills across all levels
• High emotional intelligence; collaborative, proactive, accountable and results‑oriented

Qualifications

• We are seeking a candidate with proven experience (4-5 years) managing large-scale implementations of integrated software and platform solutions, including SaaS and API-based microservices, within complex enterprise environments, ideally coming from leading technology providers or high-tech, data-driven organizations.
• Language skills: English fluent
• Degree or equivalent experience

Desirable

• ITIL certification
• Experience in related industries (e.g., Banking, Telco) and working across multiple countries/cultures

Additional Information

National collective agreement applied is "CCNL Metalmeccanico”

EB9: Salary range = 38.200,00-49.750,00 Euro Annual Gross

You will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
• Social benefit package including food vouchers, health insurance, monthly flex allowance and internet coverage, Sharesave plan, Employee assistance program, and many other benefits!
• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid

This is a hybrid remote/in-office role.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Compensation: 38200 to 49750 (EUR) (YEARLY)