Senior Service Account Manager is a key advisory role providing consulting and end-to-end life-cycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. It applies IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles.Primarily responsible for:• Provide focus and drives consistency in the execution of all Service-related matters on… Show more Senior Service Account Manager is a key advisory role providing consulting and end-to-end life-cycle management for complex data center technologies including various operating systems, servers, storage and networking from multiple vendors. It applies IT service management skills by utilizing ITIL (Information Technology Infrastructure Library) based principles.Primarily responsible for:• Provide focus and drives consistency in the execution of all Service-related matters on strategic accounts• Identifying and aligning business and IT objectives, discover customer pain points, offer recommendations, and recognise current and future needs• Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty• Plays an integral part in helping customers avoid unplanned outages by providing proactive preventative guidance.• Developing and maintaining a support service delivery plan including recommendations for operational best practices both at tactical and strategic levels.• Managing “mission-critical” support escalations • Leading maintenance contract reviews• Executing proactive account support plans Show less

Key AccountabilityProtect and grow revenues and maintain excellent customer service levels on key client accountResponsibilities• Work with Account Director in development of account strategy. • Develop solutions to address customer's business problems, to provide differentiation and adding real value. • Deliver service levels, meeting customer satisfaction and internal financial targets. • Build excellent customer relationships • Execute against existing Service… Show more Key AccountabilityProtect and grow revenues and maintain excellent customer service levels on key client accountResponsibilities• Work with Account Director in development of account strategy. • Develop solutions to address customer's business problems, to provide differentiation and adding real value. • Deliver service levels, meeting customer satisfaction and internal financial targets. • Build excellent customer relationships • Execute against existing Service Improvement Plan and obtain customer signoff on outstanding items. • Ensure timely and accurate billing is provided holding monthly draft review meetings. • Act as primary interface for line level managers within the client's Global Operations and Vendor Management organizations to maintain excellent relationship with key customer contacts. • Organize and attend monthly server review meetings with customer and ensure that agreed service reports are provided in agreed time frames. • Drive the client's internal Vendor Score Card survey. • Develop and maintain excellent contacts in Global Service Operation Centre to ensure proper response levels to the client are maintained. • Work closely with commercial management and Design Authority to ensure margins and diversity levels are maintained. • Ensure timely and accurate pricing is returned to the client meeting agreed SLAs. Show less

• Single point-of-contact for service activities, ensures consistent communication• Manages and coordinates the processing, communication, and implementation of all Service changes• Coordinates service activities with account team and local Service resource(s) to ensure all customer needs and expectations are met.• Ensures compliance levels are met in accordance with all maintenance contracted service level agreements• Maintains high level of awareness of service issues… Show more • Single point-of-contact for service activities, ensures consistent communication• Manages and coordinates the processing, communication, and implementation of all Service changes• Coordinates service activities with account team and local Service resource(s) to ensure all customer needs and expectations are met.• Ensures compliance levels are met in accordance with all maintenance contracted service level agreements• Maintains high level of awareness of service issues including proactive problem avoidance behavior and maintenance practices• Provides consolidated information in the form of reports on all service-related account activity• Ensures best practices and methodologies are adhered to on a consistent basis Show less