Responsibilities:
• End to end stakeholders management
• Manage customer support after the conclusion of the contract
• Responsible of transparent and traceable billing of contracted services
• Single point of contact for all issues and requests with regard to steering, planning and controlling the services to be provided by T-Systems
• Manage continuous improvement of interaction with regard to Customer-to-Customer processes
• Accountable for projects and major orders or services, i.e. more complex services which are not in the scope of regular operation
• Coordinate external suppliers (subcontractors)
• Establish a coordinated and timely service reporting, conducting service reviews and controlling service levels
• Implement changes in line with the contractual stipulations and in cooperation with the units involved
• Propose measures for continuous improvement of service performance
• Identify opportunities and topics in areas where T-Systems has profound experience and is capable of contributing to the customer’s added value beyond the contractually agreed scope of services
• Coordinate operational and strategic targets with the customer.
• Single point of contact to the customer for all non-contractual and non-commercial items including relevant liquidated damages
• Plan, organize and leads regular progress meeting
• Close cooperation with Operation Manager to provide service operations maintained to contractual service level requirements
• Adherence to accreditations / certifications as required, including but not limited to ISO 20000 and ISO 27001
• Driving continuous improvement within the services provided which are evidenced through customer satisfaction ratings
• Driving innovation in Service Operations to improve quality of service and cost efficiency
• Provide ‘Out of Hours’ management escalation for severe business impacting issues
• Ensure conformance to T-Systems’ and the local/global security policy in close cooperation with Customer Security Manager
General Requirements:
• Planning and control of existing revenue and of service delivery in time / quality / costs
• Contract implementation in commercial systems as well as initial and formal ordering
• Ordering of internal / external deliveries including order processing and project contracting of multidisciplinary project teams (e.g. transition and implementation projects)
• Quality monitoring at the contract level
• Ensuring agreed terms of delivery and services
• Project management of small to medium customer deliverables
• General knowledge of IT Infrastructure, Cloud Concepts and Digital Transformation
Communications / Reports
• Regular communications with customers for delivery and services within the contractual framework. Face to Face, virtual, email and telephone based.
• Contact person for the customer for commercial matters within the contractual framework in coordination with the account teams
• Handling of customer complaints and escalations within the framework of the complaint management process
• Conduct customer service reviews and track derived measures and activities
• Regular communications with Operations and Sales for performance and quality
• Providing the agreed invoicing data
• Tracking invoice payment
• Customer reporting / SLA monitoring according to customer requirements, management reporting (technical and SLA)
• Ensuring high customer satisfaction – including measurement process
Sales Process
• Driving the up-selling and cross-selling sales process within the account
• End-to-end ownership of the sales to delivery process (feasibility, time, quality, budget)
Financials
• Responsibility for revenue, expenditure, gross profit and complete invoicing
• Responsibility for budgeting and forecasting revenue, gross profit of contracts (existing business) in coordination with account team
• Ensuring capacity management to secure the required Service line tasks
• Responsibility for contract management and controlling (internal and external)
Language Proficiency
• Able to speak and write fluently in Japanese and English (for Japanese speaking customers)
