Managing positive relationships with customers and ensuring that stay committed to our SLA's.
Accountable for managing the account P/L and the direct engagement with key stakeholders.
Manage service delivery to customer(s) in order to deliver contracted service commitments and continual service improvements (typically to senior management level)
Actively own service risks, control service costs and improve productivity of medium complexity contracts for customers and IS in order to increase profitability and continually improve cost effectiveness.
Define requirements for new service as part of an IT Service Strategy in conjunction with the customers while ensuring such services are professionally introduced and accepted
Promotes IS delivery teams and other suppliers in a service partnership as 'one service team' to senior level customers
Contribute to the continual improvement of Service Delivery standards and practices for the customer contract and community
Motivate and develop a team of team leaders and technical service staff directly and/or indirectly by providing direction, ensuring the team achieves their objectives and are constantly striving to improve quality and interworking
Requirements
Minimum 5 years of experience in leading and managing teams, preferably within IS Outsourcing
Demonstrate competency in managing and progressing teams of team leaders as well as technical staff
Demonstrate breadth and depth in knowledge of Service Delivery Management standards and practices
Experience in managing service delivery under ITIL and possesses ITIL Foundation Certificate
Experience in consultative selling approaches will be preferred
Project management and relationship management skills and experience are required
