Responsibilities
* Lead and drive the service delivery for assigned accounts
* Accountable for the success of projects implementation for assigned contracts
* Manage and communicate with key holders on daily operational support
* Monitor and ensure SLAs are met, issues escalated and prioritized
* Act as the point of contact for service delivery
* Responsible for service delivery of account and prioritization of work requests
* Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
* Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
* Identify operational gaps and drive to ensure closure, both internally and externally
* Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
* Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives
* Ensure delivery to cost plan
* Any other ad-hoc duties as required or assigned
Requirements
* Bachelor's degree in information technology/information systems/computer science, Business IT or other relevant disciplines
* At least 2 years of experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills
* Ability to multi-task, with experience handling a large portfolio of customer accounts
* Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
* IT outsourcing experience with proven track records preferred
* Proven success in achieving project milestones and broad technology awareness
* Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills
* Strong business acumen, customer focus and good financial management skills
* Self-motivated and proactive in resolving issues and identifying new opportunities on the account
* Effective interpersonal skills, both written and presentation
* Strong analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
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