Hands-on experience in Incident Management, Problem Management, Change Management and Service Level Management
Good experience in understanding Contracts
Responsibilities include:
Conduct service management review in collaboration with key client stakeholders to ensure services and performance are aligned with the Customer's business plans.
Overall relationship management with the Customer
Manage Customer enablement duties such as customer portal overview, training, access requests and ongoing Customer needs.
Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
Collaborate with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively.
Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.
Partners closely with sales for growth enablement.
Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.
Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization and resolution of escalations, as appropriate.
Establish periodic status meetings with the Customer to discuss status of contractual relationship.
Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule.
