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Manager, Client Delivery

2 weeks ago

Shah Alam, Malaysia Agensi Pekerjaan Eps Consultants Sdn Bhd Full time

**Responsibilities**:
Client Background: It is a NYSE listed global consulting and IT services company. They enable clients in more than 50 countries to navigate their digital transformation.
- Industry: Information Technology
- Location: PJ
- Tenure: Permanent role
- Salary : Basic + Benefits**Responsibilities**:

- .Client Deliver Manager for Enterprise clients
- .Incident escalation point for Client
- .Maintains an overall regular view of all incidents impacting the customer
- .Drives the delivery of remedial actions and recommendations
- .Ensures timeline and consistent delivery of all service management capabilities.
- .Ensures all SLAs are met through analysis and presentation of SLA reporting.
- .Initiation or contribution to CSIP's to improve SLA performance as needed.
- .Drive outcomes in service provisioning
- .Manage third party vendor agreements applicable to the client as needed
- .Ensures all contracted deliverables are being met
- .Ensure appropriate service reporting is available to their client base
- .Ensures account allocation levels are sufficient to achieve customer and financial targets.
- .Drives or participates in customer engagements are to take place to communicate overall account performance and provide the client an opportunity to provide feedback.
- .Drives the achievement of customer satisfaction and service excellence targets
- .Manages customer escalations relating to any contracted service of deliverable.
- .Actively participating in ICS wide initiatives and representing ICS in OB forums.
- .Ensures partners/supplier performance through close management of contractual deliverables.
- .Identifies opportunities for cost efficiency and productivity improvement
- .Tracks revenue, cost and margin against forecast for each account
- .Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment
- .Develops strong working relationships with all stakeholders within ICS and Company Business to ensure Company achieves customer outcomes.
- .Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- .Support Account Manager and/or onshore Client Delivery Manager in identifying new customer business requirements through regular client interaction, leveraging Company innovation and creativity mapping requirements to potential sales or organic growth opportunities.
- **Requirements**:

- .Min 5 years of ICT Industry experience
- .Min 3-5 years Client/Service delivery manager experience
- .Significant and relevant business experience with multiple customers
- .A track record in successfully achieving/exceeding operational goals
- .The ability to work and perform in a matrix organisation structure
- .Experience in effective utilisation of remote delivery capability
- .Good understanding and knowledge on ITIL/ITSM basic certification (ITIL V3 or V4 fundamental)
- .Ability to build & sustain strong customer relationship at the senior level
- .Possess strong influence & negotiation skills- .Ability to prepare and deliver clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
- .Applies appropriate knowledge and methods to resolve complex business issues
- .Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support
- .Ability to develop & present high impact message to senior level management
- .Crisis & conflict management
- .Expert product and outsourcing industry knowledge
- .Experience in ICT environment, demonstrate a strong, successful Operational Management experience of a strategic and operational nature.
- .Demonstrated ability to interpret operational analysis and trends.
- .Demonstrate extensive understanding of current and future trends in the Service Management market.
- .Demonstrate a good understanding of the competitive landscape in the Service Management field and nuances of the market.-
Benefits