- To provide support to designated Customer accounts (Gold & Platinum packages) and take responsibly for their service experience.- Deliver On-boarding workshops for new customers, to include training and support on Colt’s tools and processes.- Produce and maintain Relationship Agreements for designated accounts.- Produce monthly Performance Reports for designated customers including enhanced reporting (capacity, planned works, delivery pipeline) where purchased by the… Show more - To provide support to designated Customer accounts (Gold & Platinum packages) and take responsibly for their service experience.- Deliver On-boarding workshops for new customers, to include training and support on Colt’s tools and processes.- Produce and maintain Relationship Agreements for designated accounts.- Produce monthly Performance Reports for designated customers including enhanced reporting (capacity, planned works, delivery pipeline) where purchased by the customer.- Conduct monthly Service Reviews with designated customers.- Ensure agreed level of service is adhered to and take proactive action to address service failures and identify and drive remedial actions.- Develop and manage Continual Service Improvement Plans for all designated customers to address service issues; eliminate recurrence of Incidents and improve customer experience and, on an annual basis, provide suggestions for technical and financial optimisation of services based on operational data, technological innovation and changes in the market.- Provide proactive support with Customer escalations where normal operational processes are failing.- Manage customer contracts to ensure that pricing, SLA and commercial terms are maintained annually and ensure that both Colt and the customer are being managed in line with contractual commitments with particular focus on charging for change and minimising credits and churn.- Provide monthly management reporting (Customer Dashboard) in prescribed format along with additional ad hoc reporting, including input to Executive Briefings in advance of customer meetings.- Build multi-level relationships within Customer organisations actively targeting relevant contacts to promote and further Colt’s relationship.- Contribute to Account Development Plans and Customer Engagement plans.- Subject matter expert on Customers’ business needs and service requirements from Colt. Show less

- Acting as the Team lead for Service Account team on Multinational Company team & Partener, support other service delivery managers.- Overall management of larger client contracts or multiple smaller client contracts. - Support the business and protect the company’s reputation by taking responsibility for overall Contract management for multiple/and or large complex contracts. - Ensure client satisfaction, service delivery and contract profitability for their assigned… Show more - Acting as the Team lead for Service Account team on Multinational Company team & Partener, support other service delivery managers.- Overall management of larger client contracts or multiple smaller client contracts. - Support the business and protect the company’s reputation by taking responsibility for overall Contract management for multiple/and or large complex contracts. - Ensure client satisfaction, service delivery and contract profitability for their assigned client contracts(*).- Identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.・サービスアカウント部リーダーとして、外資系(MNC)およびパートナー系顧客のService Delivery Managerの業務支援・チーム管理・Network保守・運用サービスの包括的な管理・Networkサービスの企画・提案支援・お客様、ベンダー、サプライヤー間の契約の管理・上級レベルを含む利害関係者との関係構築と維持・客先常駐Network Engineerの管理(契約、運用支援・管理)・客先常駐Network Engineerや構築チーム、顧客IT Managerと連携して、顧客Projectを推進 Show less

- Overall management of larger client contracts or multiple smaller client contracts. - Support the business and protect the company’s reputation by taking responsibility for overall Contract management for multiple/and or large complex contracts. - Ensure client satisfaction, service delivery and contract profitability for their assigned client contracts(*).- Identify trends and areas of improvement in service delivery and communicate this information to regional and… Show more - Overall management of larger client contracts or multiple smaller client contracts. - Support the business and protect the company’s reputation by taking responsibility for overall Contract management for multiple/and or large complex contracts. - Ensure client satisfaction, service delivery and contract profitability for their assigned client contracts(*).- Identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.・保守・運用サービスの包括的な管理・サービスの企画・提案支援・お客様、ベンダー、サプライヤー間の契約の管理・上級レベルを含む利害関係者との関係構築と維持・客先常駐NW Engineerの管理(契約、運用支援・管理)・客先常駐NW Engineerや構築チーム、顧客IT Managerと連携して、顧客Projectを推進 Show less

・ Operate shared ad service desks (17 accounts) in multiple languages as the delivery leader and a service manager・ Perform personnel evaluation and shift management for 25 operators・ Performs Service Management of multiple accounts as a person in charge on the service desk side.・ Promoting business automation with automated tools and programming・ Account operation acceptance/ improvement / implementation・ Knowledge base update / management・ engage in… Show more ・ Operate shared ad service desks (17 accounts) in multiple languages as the delivery leader and a service manager・ Perform personnel evaluation and shift management for 25 operators・ Performs Service Management of multiple accounts as a person in charge on the service desk side.・ Promoting business automation with automated tools and programming・ Account operation acceptance/ improvement / implementation・ Knowledge base update / management・ engage in Kaizen activities ・大手Global企業15社をClientとした8か国語(日本語・英語・中国語メイン）シェアード側ヘルプデスクのサービスマネージャ兼Super Visorとして業務に従事・配下のヘルプデスクオペレーター25-30名前後の日々の業務支援・管理、人事評価を実施。・大手Global企業25社をClientとしたグローバル監視サービスのサービスマネージャとして業務に従事・上級レベルを含む利害関係者との関係構築と維持・ITILに基づくオペレーションの改善・プログラミングによる自動化を推進し、サービスデスク・ヘルプデスクの業務負荷の削減・品質の向上に貢献 Show less

Working as a technical lead as the help desk for the client ( PC peripheral manufacturer) ・ administer the client’s online shop and its payment system ・ handle cases that operators cannot resolve and then research the problem and find a solutionWorking as a technical lead as the help desk for the client ( PC peripheral manufacturer) ・ administer the client’s online shop and its payment system ・ handle cases that operators cannot resolve and then research the problem and find a solution

・外資系PC周辺機器メーカーのコールセンターの日本⇒マレーシア移転・立上げに伴う業務支援として、日本からマレーシアの出張扱いで期間限定で従事・Tier1サポートエンジニアでは対応できないクレームを対応・機器故障等によるRMA対応について、Tier1サポートエンジニアのRMA処理の全体管理・問題解決・マレーシア人Support Engineerのお客様に出すメールの日本語チェック

・最初は、オペレーターとして入り、Hewlett-Packard社の修理受付や初期不要窓口の受付対応(一日コール50-60件を処理)・その後、サーバーストレージの部門に移り、ストレージサーバーやテープドライブの技術的サポート業務に従事・顧客からのストレージ製品に関する技術的な質問や障害対応に対して、検証やログ解析等も行いながら、回答