Responsibilities
- Lead and drive the service delivery for assigned accounts
- Accountable for the success of projects implementation for assigned contracts
- Manage and communicate with key holders on daily operational support
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Act as the point of contact for service delivery
- Responsible for service delivery of account and prioritization of work requests
- Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
- Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
- Identify operational gaps and drive to ensure closure, both internally and externally
- Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
- Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
- Ensure delivery to cost plan
- Any other ad-hoc duties as required or assigned
Requirements
- Bachelor Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
- At least 2 to 3 years experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills
- Ability to multi-task, with experience handling a large portfolio of customer accounts
- Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
- IT outsourcing experience with proven track records preferred
- Proven success in achieving project milestones and broad technology awareness
- Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
- Strong business acumen, customer focus and good financial management skills
- Self-motivated and proactive in resolving issues and identifying new opportunities on the account
- Effective interpersonal skills, both written and presentation
- Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
