 Engage directly with strategic clients to ensure that company delivers on contractual commitments, ensuring that services are aligned to meet customers’ business needs.  Raise, manage and resolve incidents and change requests ensuring minimal client business impact and maximum client satisfaction  Act as the key liaison between the client and company  Ensure relevant KPIs are established, agreed and measured regularly with the client and with other company stakeholders about customer satisfaction, customer retention and long-term customer profitability;  Carry out the corresponding reporting & communication to all related stakeholders;  Perform root cause analysis of incidents to prevent recurrence;  Identify and propose client support process improvements, such as known errors and incident workaround  Ensure the end client receives the correct mix of services in order to increase operational efficiency  Develop further and strengthen a culture of excellent client service to all internal stakeholders.

Implement and configure Softone ERP application .Consulting customers.Train end users in specific modules of Softone ERP .Provide post-sales support .Collect requirements, analyze business cases and execute process testing workshops.Interact with Vendor on behalf of client for bugs , tune performances and new demands .Consult client to collect all relevant data for implementation.Identify and develop business processes and report writing .Implement Softone ERP Software.Develop and enforce collaborative working relationships with customers.Assist clients with implementation and training of Softone ERP.

- Coordinate recovery services to normal operations as quickly as possible while minimizing business impact resulting from incidents.- Ensure effective coordination of activities to restore service by overseeing, coordinating, managing, and communicating status related to major incident resolution.- Work with the Strategic Partners to eliminate the root cause of incidents with the goal of providing predictability for business continuity of operations.- Interact and communicate with WHR Business, GIS leadership and Strategic Partners to remediate incidents and respond to customer requests in a timely and efficient manner.

ACCOUNTABILITIES:1) Align IT service provision with business goals and objectives2) Prioritize all IT activities on business impact and urgency, ensuring critical business processes and services receive the most attention3) Increase business productivity and effectiveness of IT processes4) Support the requirements for corporate governance with appropriate IT governance and controls.5) Create competitive advantage through the exploitation and innovation of IT infrastructure as a whole6) Improve service quality, customer satisfaction and user perception7) Ensure regulatory and legislative compliance8) Ensure appropriate levels of protection on all IT and information assets9) Ensure that IT services are aligned and continue to be aligned with changing business needs.10) Management of all stages of the Service Lifecycle11) All aspects of the service and its performance12) Service achievement, SLA, OLA, contractual and supplier measurement, reporting and management13) Consolidated metrics and Metrics Trees, with views from management dashboards down to detailed component information, performance and fault analysis and identification14) Consistent and consolidated views across all processes, systems, technologies and groups15) Relationship and integration of the business and its processes with IT services, systems and processes16) A comprehensive set of search and reporting facilities, enabling accurate information and analysis for informed decision making17) Management of service costs18) Management of relationships, interfaces and inter-dependencies19) Management of the Service Portfolio and Service Catalogue20) Link with Configuration Management System21) Link with Knowledge Management System