Responsibilities
• Lead and drive the service delivery and projects implementation
• Manage and communicate with key holders on operational support daily
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Act as the point of contact for account delivery
• Responsible for service delivery of account and prioritization of work requests
• Work with Company’s Business to integrate new, enhanced and existing service offerings for the account
• Provide the 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
• Ensure annual customer survey meets the expected customer satisfaction rating
• Work on financial cost priorities to ensure a balance between customer satisfaction and Company’s business objectives
• Any other ad-hoc duties as required or assigned
• Be the point of contact when there is any Incident/Problem/Change
• Follow the SOP for any major incident outage
• Be the point of contact for any major incident (Need to be on standby)
• Assist support team on the onboarding process (Products, Support Team, Escalation Matrix)
Requirements
• Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
• At least 3 years of relevant experience
• At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large team
• 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 through company, along with good project co-ordination skills
• Strong business acumen, customer focus and good financial management skills
Licence No: 12C6060