Client Service Coordinator

* Drive Service Management Activities
- Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery
- Organize governance and service committee
- Report and control operation consumption for billing (Man- day, Hardware/Cloud resources)
* Coordinate Operation Efficiency
- Manage continuous improvement and avoid recurrency through Problem management
- Maintain CMDB and Knowledge Management
- Drive P1 communication on Incident Management
- Guarantee qualification and billing model for Change & Service Request
- Ensure ITIL Operation process are respected
* Contract Management & Business Development
- Ensure Service Level Agreement compliancy
- Understands LBN service portfolio
- Understand Customer business activities
* Customer Relationship & Satisfaction
- Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans
- Ensure close relationship with the customer
- Help to identify or contact the relevant stakeholders
- Ensure CSR KPI improvement
* Ambassador for Accenture Spirit ©
- Share Accenture success experience & legacy
- Be Accenture spirit ambassador
- Relay the local & regional messages & strategy
- Ease the inter- site communication/cross cultural aspects
* Multi- dimensional expertise
- Crisis management for major situation related to customer in his scope
- Identify opportunities to improve operational efficiency and productivity.
- Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement

* Must have
- Strong knowledge in IT Infrastructure Production environment
- Fluency in written and spoken English language is a must
- Service management experience
- Experienced in Cloud based environment like AWS, Azure, AliCloud, etc is a plus
* Nice to have
- Automation mindset
- 3- 5 years managing service contract in IT infrastructure
- Able to work flexible hours, including weekends by the needs of the business
- Market/IT Industry understanding
- Good presentation & communication skills
- BSc/MSc in Computer Science & Engineering or in business administration
- ITIL V3 or V4 Foundation
- Able to work overtime, as needed
- Good Leadership and management competencies
- Interpersonal skills proficiency
- Cloud fundamentals

Cập nhật gần nhất lúc: 2024-04-17 14:05:35