Service Relationship Manager

Company Description

Experian 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 Description

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)

Skills & Experience

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

Qualifications

We are seeking a candidate with proven experience (4-5 years) managing large-scale implementations of integrated software and platform solutions, including SaaS and API-based microservices, within complex enterprise environments, ideally coming from leading technology providers or high-tech, data-driven organizations.

Language skills: English fluent

Degree or equivalent experience

Desirable

ITIL certification

Experience in related industries (e.g., Banking, Telco) and working across multiple countries/cultures

Additional Information

You will get:

Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.

Social benefit package including food vouchers, health insurance, monthly flex allowance and internet coverage, Sharesave plan, Employee assistance program, and many other benefits!

Opportunity for Flexible working hours and Home Office.

#LI-Hybrid

This is a hybrid remote/in-office role.

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