A key person to manage IT Services provides to client.
- Handle day-to-day operation
- Meet account SLA deliverables
- Manage customer escalation
- Manage operation team
- Manage operation cost
- Redefine current process to improve efficiency
- Daily/Weekly/ Monthly Reporting
- Escalation are managed and perform timely updates
- Ensure SLA and SLA reporting
- Manage partners
- Track cost and drive cost saving
- Work with Service desk team on reporting and SLA
- Define as required and work to continuously improve the HP and partner operational ecosystem supporting the accounts
- Coordinate as required with internal teams to ensure contractual service level agreements (SLAs) are met for all allocated accounts
- Oversee infrastructure upgrades, modifications and deployments with customer impact
- Own and manage all operations and delivery related conversations with the customer
- Work with internal teams to develop problem management framework and service improvement plans
- Act as a primary contact for customer queries and issues and put in place preventive actions to ensure customer commitments are met, and escalations are pre-empted
- Look end to end across service delivery management processes, as well as upstream and downstream processes
- Identify opportunities to streamline, track, eliminate duplication, automate or improve the as-is status
- Lead action planning to tangibly improve the above
- Act as required by the leadership team as a compliance/audit point of contact – including and not limited to audit engagements
Working hours: 9am to 6.30pm (Monday to Friday)
Location: Raffles Place
