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