In this role you will independently manage and contribute to the delivery of defined client engagements, acting as a trusted advisor for clients and an escalation point for internal teams. You will be accountable for agreed outcomes, service quality, client satisfaction and continuous improvement. You combine strong customer-facing consulting skills with solid IT and software licensing knowledge, commercial awareness and the ability to translate client requirements into practical service improvements.

Responsibilities

Responsibilities of your role include:

• Responsible for the high-quality delivery, governance and continuous improvement of assigned Procurement Services and Software Asset Management activities. Activities and responsibilities may include:
• Act as a primary consultant and trusted advisor for assigned clients, building strong working relationships and understanding their business priorities, procurement processes and software lifecycle requirements
• Provide advanced advice and guidance for client licensing, administration, purchasing and procurement questions, using service management portals, email, telephone and client meetings as appropriate
• Coordinate and oversee service desk workflow, including ticket allocation, prioritisation, quality control, escalation management and timely resolution in line with agreed service levels
• Monitor service performance against agreed Service Levels, identify risks or trends, and proactively initiate corrective actions or service improvement activities
• Managing multiple concurrent tasks: tracking progress against deadlines and expectations, working with your colleagues to understand anomalies, overcome conflicts or issues
• Lead regular client service reviews, prepare status updates, explain operational performance and recommend practical improvements to enhance service delivery and client value
• Administering new order requests on the client's behalf, ensuring a smooth, accurate and timely process
• Taking care of the software delivery, from purchase to registration and implementation, reducing cycle times, increasing visibility and user satisfaction
• Assist the client’s procurement departments in the management of contracts
• Keep track of maintenance and support renewals and ensure these are managed and processed prior to their expiration date
• Functional management of Software Asset Management tooling
• Identify, validate and present cost saving, cost avoidance and optimisation opportunities related to renewals, software license purchases, contracts and services
• Deliver projects or workstreams as a consultant, taking ownership of defined deliverables, timelines, stakeholder communication, risks and quality assurance
• Build and maintain strong relationships with SLS Consultants, Local Account Sales Teams, vendors and client stakeholders, supporting collaboration across commercial, operational and technical teams
• Mentor junior team members by sharing knowledge, reviewing work, supporting onboarding activities and contributing to a culture of service excellence
• Contribute to and, where appropriate, lead activities relating to standard operating procedures, process documentation, training material, knowledge sharing and team meetings