Elizabeth Richardson

Senior Client Services Manager @HCLTech

Reading, GB

Proactively developing and maintaining strong client relationships as well as building new relationships within the assigned client base.• Managing large enterprise/PMO accounts globally• Leading and coordinating the resolution of major incidents to minimize impact on business operations.• Conduct root cause analysis and implement corrective actions to prevent recurrence.• Communicate effectively with stakeholders, providing timely updates and ensuring transparency.• Develop and maintain incident management processes and procedures in line with ITIL best practices.• Monitor and report on incident metrics to identify trends and areas for improvement.• Managing third party vendor suppliers• Attaining client service levels and service deliverables based on contractual commitments.• Monitoring SLAs to ensure compliance.• Producing a variety of reports to monitor the performance of our services.• Managing escalations and chairing conference calls for complex issues.• Managing Continuous Service Improvement activities through to completion• Leading Monthly Service Reviews with clients, reporting on all of the above.• Onboarding new customers• Supporting cross functional teams with the delivery of new services