Client Service Delivery Specialist I
RELX
full-time
Posted on:
Location Type: Office
Location: Bonn • Japan
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About the role
- Deliver contracted services in line with SLAs, KPIs, and contractual commitments.
- Own end‑to‑end delivery, maintaining control of scope, schedules, risks, and dependencies.
- Proactively identify, mitigate, and escalate delivery risks and issues.
- Ensure operational and support teams fully understand client requirements and performance expectations.
- Track performance metrics and drive corrective actions to ensure service excellence.
- Build and sustain strong, trusted client relationships across multiple stakeholder levels.
- Act as the primary day‑to‑day client contact, supporting onboarding, fulfilment, issue resolution, and advisory needs.
- Partner with Account Managers to identify, transition, and support growth and renewal opportunities.
- Promote organisational capabilities and contribute to service expansion within existing accounts.
- Drive continuous improvement through best practices, standardisation, documentation, governance, and SME support to colleagues.
Requirements
- Active experience in the IP industry and understanding of complex patent office data is a must
- Significant experience in service delivery, client management, project/program management, or related field.
- Demonstrated experience managing contracts with defined SLAs and KPIs.
- Proven ability to manage complex client engagements with varying size, scope, and strategic importance.
- Strong risk management, financial oversight, and operational governance experience.
- Excellent stakeholder management and communication skills.
- Ability to work independently and exercise sound judgment in complex situations.
- Bachelor’s degree or equivalent professional experience.
Benefits
- country specific benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service deliveryclient managementproject managementprogram managementrisk managementfinancial oversightoperational governanceperformance metrics trackingcontract managementSLA management
Soft Skills
stakeholder managementcommunication skillsindependent worksound judgmentrelationship buildingproblem solvingproactive identification of riskscontinuous improvementorganizational capabilities promotionteam collaboration
Certifications
Bachelor's degree