City of London, London
2 months ago
You will become the interface for the customers, ensuring the service is delivered and ensure customer satisfaction related to contractual commitments and fulfilment of Service Level Agreement (SLA). You will participate in new offer and proposal sales, determine the priorities, timetables and become accountable for activities pertaining to the customer accounts/contracts.
Responsibilities include: -
*Accountability for all contract requirements including (where applicable) preventative maintenance, SLA management, and new release delivery
*Enforcing customers' processes/tools/standards, where appropriate, to maximize customer service and satisfaction
*Managing SLA/contractual agreements and provide communication or escalation (where needed) to management.
*Coordinate the resolution of customer issues (e.g. maintenance, change order, and/or bug fixes) by engaging appropriate internal and external resources
*Managing third party contracts, communication and performance monitoring where appropriate
*Provide cost forecasting for products and services related to Support and Maintenance project scope or minor change orders, including estimating resources/timeline and coordinating resources in accordance to the project schedule and customer requirements
*You will, where applicable, ensure that activities/practices align to the ITIL Best Practice Methodology
*Customer focus, crisis management leadership/participation.
*Ability to work under pressure, organized, work autonomously, persuasive.
*Ability to get an overview of a project, coordination skills, business oriented, interpersonal skills, collaboration and facilitative leadership.
*Currently SC Cleared, able to travel within the region to customer sites, travel overseas, and have flexibility in working hours
*Must have IITIL v3 Foundation Level, with ITIL Practitioner/Expert level desirable