Managed Propositions Service Specialist
Location
Kolkatta | India
Job description
Why this job matters
The Service Management Specialist executes a range of workstreams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.
What You'll Be Doing 1 - Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.
2 - Leads the service review meetings and joint escalation calls with suppliers and support groups.
3 - Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
- Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
- Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
- Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
- Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act). Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
- Drives the liaising between both external and internal complementary partners within the relevant service support system.
- Ensures the performance of different suppliers and support groups, and adherence to the contract.
- Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer's pain points, identifying actions to improve customer satisfaction.
11 - Mentors other members of the team, helping to improve the team's abilities by acting as a technical resource.
12 - Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
13 - Acts as the BT representative and expert for internal and external audits.
The Skills You'll Need IT Service Delivery
Communication
Continuous Improvement
Issue Resolution
Problem Solving
Service Level Agreement Management
Customer Experience
Commercial Acumen
Strategic Planning
Technology Governance
Data Management
Escalation Management
Incident Management
Decision Making
Growth Mindset
Quality Assurance
Inclusive Leadership
Our leadership standards Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes I take the right decisions that benefit the broader organisation.
Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future I build diverse future-ready teams where all individuals can be at their best.
Job tags
Salary
