- Building a personal relationship with key client staff - Successful service delivery - SLA achievement and high level of customer satisfaction - Monitoring overall performance of services - Good communication around issues and opportunities- Collaborating with senior management on client account management and growth - Ensuring operations teams are aware of changes and are prepared- Service reporting and sponsoring service delivery meeting- Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities - Removing all obstacles to customer satisfaction and / or financial performance -Communicating across organisational boundaries – from engineers through to senior managers - 3rd party management responsibilities  Looking out for client’s long-term interests- Following up if service delivery is not meeting expectations - Working with the client and operations teams to identify and manage service improvement activities. Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division - Ability to follow hardware and software best practices as defined by the Managed Services management