Ilay Tunceli Email & Phone Number

İstanbul

Customer Services Manager role ensures the services are provided according to the contract and also ensures the client needs are satisfied by constructing partnerships between the client, delivery organization, vendors and subcontractor organizations and managing the implementation of these partnerships to ensure positive client satisfaction. • Management of services compliant with standards such as ISO 20000, ITIL, ISO 27001, CMMI.• Management of services according to ITIL processes (change management, risk management, capacity management, confıguration management etc.)• Operations , Delivery and Team Management• Contract Management , Protect and improvement revenue and profitability of contracts by creating sales opportunities.• Develop Customer Relationships• Developed and Implemented IT & Transitions Projects and monitored &managed all project stakeholders• Major Incident management, making plan for a solution and take actions to solve problems and inform the customer for all solution steps and leading teams.• Project Management (Network & Security, Cloud Technologies, SAP and MS Technologies etc.)• Management of the client operational relationship, client satisfaction, managing the cost model, supplier management, compliance posture, reporting and task management of the account delivery team.• Report the level of customer satisfaction and potential risks and new opportunities to Upper management team.

Istanbul, Turkey

Service Manager role ensures client needs are satisfied by constructing partnerships between the client, the account PE (Project Executive), delivery organization, vendors and subcontractor organizations and managing the implementation of these partnerships to ensure positive client satisfaction. Service Manager works with the PE and delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned IBM delivery team operations and provides account leadership to the service delivery team to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. Service Manager manages cost, schedule, and service deliverables as they relate to the delivery organization. He/she supports the PE in identifying growth opportunities and contract profitability, owns service delivery quality and is responsible for tracking and reporting service level attainment/objectives. Service Manager may also perform the lead Service Delivery Manger role where appropriate to a client account. The SDM manages the day to day client relationship on behalf of IBM Service Delivery. This includes management of the client operational relationship, client satisfaction, managing the cost model, supplier management, compliance posture, reporting and task management of the account delivery team.

Istanbul, Turkey

This role coordinates and maintains on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. They represents the client viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract. Responsibilities: - Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer". - Assume the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the clients or services under his responsibility. - With agreement from the SM/DPE, be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts. - Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update. - Assume responsibility for updating the hardware and software inventories in accordance with asset management processes. - Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client. - Raise requirements to the relevant delivery organization functions in order to improve efficiency. - Provide the SM/DPE with reports on workload monitoring. - Participate in contractual client meetings upon the SM/DPE's request. - Obtain the SM/DPE's agreement to providing additional resources which may affect costs. - Support the SM/DPE in the establishment of client satisfaction measurements with regard to due services. - Ensure the coherence of the backup and data recovery plan.

Eskisehir, Turkey

Industrial Engineering

Management & Organization