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 Degree in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines
At least 1 to 2 years 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
