Exec II, Service Delivery Management

4 hours ago

Klang, Selangor, Malaysia FUJIFILM (Malaysia) Sdn Bhd Full time 100,000 - 120,000 per year

1. Contract Implementation

  • Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with Fujifilm BI Business Analyst, Solutions Architect, Sales, and implementation teams
  • Manage Service Level Agreements and achievement of Service Level objectives.
  • Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site

2. Contract Lifecycle Management

  • Accountable for customer contract services operations:
  • Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
  • Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
  • Ensure that all core Operational processes are being adhered to and utilized
  • Ensure effective use of resources and tools to enable delivery of defined levels of Services
  • Maintain and manage the required processes supporting service delivery in allocated MPS/GUARDIA contracts
  • Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
  • Manage and organize training on new products and tools for the customer post implementation to staff and customers
  • Responsible for activities to grow the revenue of the contract managed.
  • Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.

3. Billing and Recharge info to customers

  • Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted  site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
  • Develop cost recovery recharge & summary reports as per SLA and customers' requirement
  • Ensure all invoices are processed flawless and timely.

4. Accountable and Manage customer & staffs' satisfaction and ensure Customer expectations are met

  • Maintain positive relationships with customers, peers, sales, administration, and other Fujifilm BI units to ensure a smooth Services solutions implementation / installation and operation.
  • Develop on-going training and counseling and guidance to staffs
  • Escalation point for Docucare/Onsite Staff for all account management issues
  • Implement and manage customer satisfaction monitoring processes for Fujifilm BI clients
  • Accountable for the recruiting, education, development, and retention of team members (Docucare/Onsite Staff).
  • Provide appropriate communication, support, and interface to both internal and external customers
  • Conduct Customer Satisfaction survey, analyze the results and develop countermeasures

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