Associate Client Service Manager

About the role

Associate Client Service Manager role at Northgate Information Solutions focuses on delivering high‑quality IT services to global clients, primarily within the UK public sector. The position supports the Senior Client Service Manager in managing contracted services, ensuring adherence to SLAs, and driving continuous improvement. Key responsibilities include transitioning major clients to BAU operations, producing performance reports, developing Service Improvement Plans, and handling escalations. The role requires strong communication skills, ITIL V3 Foundation knowledge, and experience with Power BI, SIAM, and mission‑critical applications. Candidates must be self‑motivated, logical problem‑solvers who can balance multiple priorities and communicate effectively across technical and non‑technical audiences. The position is full‑time, on‑site in Mumbai, and demands a graduate level education with 8‑10 years of client‑service experience. Security clearance is mandatory. The role offers the opportunity to work with a diverse, global team and contribute to innovative solutions that impact public services worldwide.

What you’ll do

• Assist Senior CSM with day‑to‑day service management
• Ensure SLA compliance and quality standards
• Develop customer & third‑party relationships
• Produce monthly Service Performance Reports
• Support service setup & deliverable documentation
• Implement Service Improvement Plans
• Handle escalations and drive outcomes
• Communicate with customers, partners, and teams
• Manage acceptance of new services into production
• Minimise service credit liabilities
• Deputise for Senior CSM when required

What you’ll bring

• Excellent English speaking & writing skills
• Experience with bespoke software applications
• Structured process-driven environment experience
• ITIL V3 Foundation certification
• Proficiency in Microsoft Power BI
• Advanced Microsoft Office skills
• Exposure to SIAM frameworks
• Service Improvement Plan development & delivery
• Mission‑critical application support
• Client Services Management background
• Technology knowledge for service delivery
• Public sector (UK Police Forces) experience

Nice to have

• Self‑motivated, eager to learn and help others
• Logical problem‑solver with lateral thinking
• Clear communicator across technical & non‑technical staff
• Willing to challenge & improve processes
• Multi‑tasking & balancing complex priorities
• Excellent written & verbal English communication

Skills

Education

Graduate