Service Relationship Manager

Requirements

• 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
• We are seeking a candidate with proven experienc

Benefits

Additional Information

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)

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