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).
KEY ACCOUNTABILITIES KEY ACCOUNTABLITIES KEY ACTIVITIES Client Relationship
Develops and nurtures excellent client relationships at the executive and operational levels supporting the Account Manager in establishing the customer/client as a reference Account and supporting growth opportunities
Promotes Customer/client satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery.
Drives Service Delivery Management partnership that puts us in a trusted advisor status with customers and vendors.
Constantly assess customer feedback and make necessary improvements.
Service Delivery Operations
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 our 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 business/technical issues within established policies.
Drive and manage Continuous service improvement program across managed clients.
JOB COMPETENCY COMPETENCY PROFICIENCY LEVEL DESCRIPTION OF COMPETENCY
Identifies and Implements innovative ideas, , processes and products that add value to the client and/or us
Sought by others for his/her creative problem solving skills
Escalate Issues for resolution
Escalate Issues to resolve, avoid reoccurrence or close problems in a timely manner and through appropriate channels
Identify and apply appropriate prioritisation of issues
Convey appropriate urgency; retain ownership through to successful resolution.
Drive for results
Appropriately pursues business objectives for bias for action and getting things done.
Discovers, meets and strives to exceed needs of customers (external and internal team members)
Grow client satisfaction/referrals
Build and maintain rapport with the client to ensure the client is satisfied with the services being provided
Act objectively and in the best interest of the client to continuously improve the client relationship and create positive referrals.
Identify problem alternatives
Identifies and focuses on the critical or highest priority problems or issues
Identifies appropriate solutions, acts decisively when a problem or opportunity arises.
Creates innovative, focused and practical long-term plans
Creates and articulates a vision for the future
Understands the competitive strengths
Detects long-range trends and competitive opportunities and challenges.
Demonstrates a broad understanding of the business beyond the delivery management
Understands implications of changes in the business environment
Maintains a balance between the “big picture” and day-to-day events in setting priorities
Provide excellent customer service
Work to understand client requirements and respond with foresight, thoroughness and dedication.
Provide approved services/products that meet requirements.
Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in our organization.
|Job Location:||Abu Dhabi, United Arab Emirates|
|Job Role:||Information Technology|
|Company Industry:||Information Technology|