Vacancy expired!
- Maintain a healthy regional P&L for Customer account, supporting global P&L.
- Ensure regional spend on engagement is within the agreed budget for the region. Follow agreed process for any unforeseen increase in costs with Account Management
- Support any new business initiatives led by the account management team in the region and proactively provides any leads that can generate new business for client in the region
- Accomplish IT operations
- Build trust and relationship with Client to identify potential issues proactively and develop early warning system for client to mitigate issues before it reaches critical state
- Have a clear idea of urgency and emergencies
- Understand the quality of Service Delivery and the Pain areas of client
- Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business
- Be responsible for the management of escalations, P1/2, complaints.
- Proactively engage client management to pinpoint the client pain areas and alert for action from client
- Be proactive in liaising with Customer for all Service Impacting Changes or Outages
- Have a complete understanding of vendor capabilities and SLAs
- Achieves IT operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
- Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
- Improves quality results by evaluating and upgrading processes; directing changes.
- Lead Process Review Meetings
- Manage the Problem Management Meetings with the customer
- Lead the Service Review Meetings
- Lead and Coordinate the external audits of the project to success
- Attend CRB and other operational meetings
- Conduct Internal Service Review Meeting and take actions for improvement
- Ensure Reporting is 100% accurate
- Ensure timely delivery of all agreed reports
- Clear understanding of the Contractual Service Levels and its associated service credits and impacts
- Manage IT Support functional teams performance by internal OLA rating and stack ranking
- Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Must have good People Management, Crises management and conflict management
Vacancy expired!