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Client Success Manager, P&C

Client Success Manager, People & Culture (P&C)

Tech Our Way.
Primark Technology has embarked on a transformation journey to support our business strategy which includes modernising our operating model as well as our technology architecture. We will use the latest technologies to do things smarter, better and faster and are looking for an ambitious Client Success Manager who can innovate with our strategy in mind.
The Client Success Manager is central in the delivery of a quality service to our colleagues specifically regarding P&C Service Desk. This position will form an integral part of the Client Success team, responsible for driving service excellence, stability and strategy.

Duties & Responsibilities:
  • Day-to-day Management of P&C Service Desk function to respond to colleague incidents and requests.
  • Provides leadership and expertise in Service Desk operational best practices utilizing the ITIL reference model. 
  • Act as first point of management escalation for all colleagues’ issues relating to P&C.
  • Responsible for continuous Service Desk improvements and elimination of non-value-added processes.
  • Support and contribute to Service Desk strategy covering engagement, partnering and tooling.
  • Identify trends and communicate with the appropriate support teams / partners to eliminate reoccurring incidents.
  • Continually review and improve the on-boarding process for new services to the P&C Service Desk.
  • Provide regular and accurate management reporting on P&C Service Desk performance.
  • Support and IT operations towards improved performance and reduction in costs.

Skills & Experience:
  • At least 5+ years of experience in the field of service desk and support, or in a related area.
  • An appropriate degree, equivalent qualification or experience
  • Knowledge of service management design, processes and techniques.
  • Knowledge of potential sources of risk and their impact on service delivery success.
  • Strong stakeholder management, experience of building robust relationships with both internal teams and external contacts
  • Excellent communications skills.

Successful candidates will:
• Be a passionate and visionary technologist able to inspire others to challenge and disrupt the current reality to co-create a compelling technology-orientated future business by;
  1. Being able to scan potential technologies (established, emerging and emergent)
  2. Finding ways to translate that into business opportunities
  3. And most importantly of all, able to take people along with you, empowering new ways of working and successfully executing on those opportunities

Why work with us?
At Primark, we know how hard everyone works to achieve our business goals. Having a competitive salary and annual bonus scheme is our way of acknowledging this. We'll also provide you with a progressive career path, because clear advancement is what we’re all about at Primark
Our flexible working benefit, Your Day Your Way, means you get to choose when to start and finish your workday. Choose to work remotely if you like, in a way that suits you but also helps us get the most out of your talents. There’s a lively culture here, and it’s easy to get to know each other in a truly warm atmosphere.


Learn more about Primark


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