Service Relationship Manager

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Service Relationship ManagerFull-timeEmployee Status: RegularRole Type: HybridDepartment: TechnologySchedule: Full Time Compensation: EUR 38200 - EUR 49750 - yearlyCompany DescriptionExperian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.Job DescriptionThe 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 AccountabilitiesService Governance & ComplianceAdheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue managementUses standardized tooling (RAID, dashboards, review packs) to ensure predictable and consistent service deliveryMaintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requestsPlans, prepares and runs formal Service Reviews, presents service performance insights, incident trends, SLA attainment and progress on root‑cause actions delivered by technical teamsIdentifies, tracks and manages risks and issues; maintains RAID items linked to service outcomesDetects emerging service risks through trend and behavioral analysis and communicates early‑warning indicatorsImplements forward‑looking monitoring mechanisms to anticipate service degradation before it impacts SLAs or client satisfactionClient Advocacy & Relationship ManagementActs as the operational Single Point of Contact, ensuring a simple and consistent experience for clientsCoordinates and communicates escalations, ensuring that accountable technical teams drive timely resolution and that clients remain fully informedDevelops deep understanding of client objectives, environments and constraints; aligns internal priorities to drive loyalty and valueLeads regular internal and client‑facing service meetings to assess progress, agree actions, and strengthen trustClient Journey Lifecycle GovernanceOversee 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 stagePartners with Account Directors and Delivery/Support teams to ensure a predictable, consistent and value‑focused client experienceContinuous Service Improvement (CSI) & NPSOwns governance of Client Improvement Plans, ensuring actions are delivered by accountable teams and lead to measurable client impactOwns the NPS cycle for their nominated clients, analyzing feedback and embedding actions into CSI plansReports progress, insights and...