Major Responsibilities
Functional Performance:
- Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
- Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
Relationship Management
- Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
- Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.
Operational / Performance Management
- Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
- Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
- In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
- Identify ongoing benefits, opportunities, and innovation for continual service improvement
ADHOC
- Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
Participate in business meetings and general inputs in day-to-day improvements.
Education Requirements:
Bachelor's or equivalent degree, prefer ITIL Foundation v4,Preferred CISCO CSM
Skills, Knowledge, and Abilities:
2-3 years of related service management experience
Strong organizational, presentation, and problem-solving skills
Business and Financial acumen
Ability to communicate with multiple levels of leadership
Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word
Telecommunications knowledge/experience
