Service Relationship Manager

About Experian

Experian is a global data and technology company, powering opportunities for people and businesses worldwide. We operate across diverse markets, including financial services, healthcare, automotive, agribusiness, and insurance. By investing in our people and advanced technologies, we unlock the power of data. As a FTSE 100 company with 22,500 employees across 32 countries, our 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, presenting 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 accountable technical teams drive timely resolution and clients remain fully informed.
• Develops a 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 on actions, and strengthen trust.

Client Journey Lifecycle Governance

• Oversees 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 to 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.
• Participates 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 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

• Analyzes 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 practices, 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 the 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

• 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 from leading technology providers or high-tech, data-driven organizations.
• 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

• National collective agreement applied: “CCNL Metalmeccanico”.
• EB9: Salary range = €38,200.00 - €49,750.00 Annual Gross.

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 a 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.

Company Culture

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid
This is a hybrid remote/in-office role.