Narith Vorrakitdecha Email & Phone Number

Thailand

Focused on providing end-to- end management and post support for customers and partners.-Work closely with sales team to drive the rate of renewal. Provide inputs to renewal sales on cost actuals and renewal value points.-Review Support Service Price Exceptions (regional / sub-region team leads)-Communicate Regional Delivery Performance Dashboards to sales and top clients / partners.-Drive Customer technical support case, repair case volume reductions / deflection.-Ensure customer and partner self-service tool use/adoption.-Drive rollout and use of self-service diagnostic tools to reduce NFFs.-Monitor NFFs, Abuse volume for repair and drive customer process remediation to reduce excess.-Drive Customer Communication for Escalation Management of Support Issues by working with internal technical & quality team and call centers.-Support sales on key RFX to write custom scope and drive requirements back to weekly custom cost review.-Support Service subcontractor selection / vendor management for niche regional suppliers.-Capture Regional Support Service Offer requirements and funnel global Offer Management team.-Support Authorized Repair Partners.-Commercial awareness with in-depth understanding of Service finance.-Build excellent relationship with customers and vendors.-Manage Distributor and Partner in order to delivery the best service to the end customer and get returned the service revenue.

Responsibility ;• Ensure all services delivered to Clients needs and meet with agreed SLA.• Providing guidance in IT Service of Clients to meet business goals and policy. • Managing team resources to meet daily delivery schedules.• Manage the project taking into account integration across all areas and ensure service meets requirements and objectives.• Driving process and procedure in customer environment to meet customer business needed.• Manage service team members and service operation work on customer process and procedure. • Monitor and manage the project schedule, Risk and report to the steering committee, raising strategic issues to Customer IT Manager as procedure. • Prepare Monthly Status Reports. • Communicate service status to Customer, all team members, and other relevant stakeholders.• Negotiate and resolve issues as they arise across areas of the project and where they impact on other activities, systems and projects.• • Produce Financial Information and controlling cost and revenue to support company business goals.

Bangkok

- In 2011, Started with IT Process Manager in IT Governance Department (Service Management). - In February 2012, Promoted to IT Service Operation Manager to support new contract client - In April 2013, Promoted to IT Service Delivery Manager (Banking Business).