To be responsible for delivery of all high value and in-scope contracted services directly to one or more clients. Works closely with the Account Manager, Project Manager and Capability Managers, service lines, offerings, and Lines of Business (LOB).
Develops and nurtures excellent client relationships at the executive and operational levels supporting the Account Manager in establishing the custom as a reference Account and supporting growth opportunities
Promotes Custom satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery.
Drives Service Delivery Management partnership that put us in a trusted advisor status with customers and vendors.
Constantly assess customer feedback and make necessary improvements.
Ensures all contracted services are delivered to the approved service model for service support
Acts as focal point of contact for all operational issues for the client and organization delivery organizations and between Account Manager and Capability Management
Ensures delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
Manages onsite operational resources ensuring responsibilities are understood
Defines and manage local rosters and shifts to ensure service hours coverage, escalating resourcing issues with the Capability Management
Ensures that the process is adhered to in accordance to documented procedures
Identifies and drives optimization while managing scope, cost of delivery and resources.
Identify issues and risks that may impact a successful delivery of contracted services.
Provide guidance on process improvement and recommends changes in alignment with business tactics and strategy for area of responsibility
Applies expert subject matters knowledge to manage staff activities to solve most complex busine issues within established policies.
Drive and manage Continuous service improvement program across managed clients.
Manage IT operation workload on assigned accounts.
Maintain quality control through supporting the technical capabilities establishing and maintaining technical operations standards.
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