Job Details:- |
| Job Title : | IT Service Manager |
| Location : | Allen, TX |
| Expected Duration of Project : | 12 Months |
| Start Date : | 01/10/2013 |
| Interview Type : | Telephonic |
| Duties & Responsibilites : | ROLE:
• Managing service relationship with customers in particular strategic customers, and internal stakeholders in support of the external customer protecting service revenue and ensuring customer loyalty to Client
• Ensuring service is delivered to SLA and to customer satisfaction • Updating and maintaining SLA’s
• Working with projects to ensure SLA is designed in from the beginning
• Work with other leaders in the GTS, CSDD and other BU’s to deliver ongoing improvements to service
Deliver Service:
• Ensure SLA’s for clients and internal service targets are met
• Ensure customer satisfaction including timely and accurate communication with customers
• Co-ordinate activities throughout support organization ensuring proper face off to the customer where service is failing identify and ensure delivery of remediation activity
• Develop service orientated culture throughout Client service and delivery areas and act as the voice of the customer bringing service feedback back into the organization
• Identify opportunities and risks to revenue from clients to account managers and ensure these are addressed
Develop Service:
• Meet with customers and service suppliers regarding the ongoing development of their service
• Update service levels regularly as required
• Work with project teams to ensure service and SLA is designed in from the beginning and projects transition appropriately into support
• Proactively identify ways to improve service working with supplier and infrastructure groups particularly where there are changes of service
Client Relationships and Product Knowledge:
• Manage relationships with strategic customers, key businesses and service suppliers to ensure when service issues do occur impact is minimized
• Develop knowledge of Client products and services
Degree-level education or equivalent.
• Service and relationship management - understanding of how service contributes to the bottom line and the management of complex service relationships including delivery through virtual service team
• Metrics and reporting – ability to deliver metrics which drive action and keep all parties informed of service delivery
• Negotiating skills – negotiation skills are also required to ensure SLA’s that meet customer and Client needs
• Legal – Good general legal understanding for client contracts and SLA’s
• Communication – ability to communicate appropriately to all audiences regarding complex technical matters
• Comprehensive understanding of best-practice IT Infrastructure Library (ITIL), service support and delivery processes and the related detailed procedures. (Both within own area and across the whole department). • Flexibility to work outside of hours and to travel as required
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