Lead day to day service delivery for a cluster of clients, create, manage a systematic, process-driven approach to partner and outreach relationship management and evaluate partner performance, responsible for managing service governance and Service Excellence Assurance Responsibilities:
Develops and nurtures excellent client relationships at the executive and operational levels supporting the Account Manager in establishing the customer/client as a reference Account and supporting growth opportunities
Promotes Customer/client satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery.
Drives Service Delivery Management partnership that put Injazat in a trusted advisor status with customers and vendors.
Ensures all contracted services are delivered to the approved service model for service support
Acts as focal point of contact for all operational issues for the client and Injazat delivery organizations and between Account Manager and Capability Management
Ensures delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
Manages onsite operational resources ensuring responsibilities are understood
Defines and manage local rosters and shifts to ensure service hours coverage, escalating resourcing issues with the Capability Management
Ensures that the process is adhered to in accordance to documented procedures
Identifies and drives optimization while managing scope, cost of delivery and resources.
Identify issues and risks that may impact a successful delivery of contracted services.
Provide guidance on process improvement and recommends changes in alignment with business tactics and strategy for area of responsibility
Identifies and Implements innovative ideas, , processes and products that add value to the client and/or Injazat
Sought by others for his/her creative problem-solving skills
Escalate Issues to resolve, avoid reoccurrence or close problems in a timely manner and through appropriate channels
Identify and apply appropriate prioritization of issues
Convey appropriate urgency; retain ownership through to successful resolution.
Discovers, meets and strives to exceed needs of customers (external and internal team members)
Build and maintain rapport with the client to ensure the client is satisfied with the services being provided
Identifies and focuses on the critical or highest priority problems or issues
Identifies appropriate solutions, acts decisively when a problem or opportunity arises.
Creates innovative, focused and practical long-term plans
Demonstrates a broad understanding of the business beyond the delivery management
Understands implications of changes in the business environment
Maintains a balance between the \xe2\x80\x9cbig picture\xe2\x80\x9d and day-to-day events in setting priorities
Work to understand client requirements and respond with foresight, thoroughness and dedication.
Provide approved services/products that meet requirements.
Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in Injazat organization
Qualifications:
Minimum Qualifications:
Bachelor\xe2\x80\x99s Degree in computer science, Social Science or Business, or equivalent experience
10 to12 years of relevant professional experience in Vendor Management / Partner relationship management role
Extensive experience within related advisory services, management/technology consulting
ITIL v3 Practitioner or v4 Foundation preferred
Minimum Experience:
8 to 12 years of experience in IT Management or client experience executive role or similar working in a local or international IT Outsourcing service provider environment.
Minimum 5 years of Saudi experience preferred
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