Wei Na Email & Phone Number

Beijing

Beijing

Manage IT infrastructure service delivery activities for Global Accounts in China, act as primary contact between clients, PMO, and service delivery teams in North China, East China and South China, following service delivery process to meet Service Level Agreement (SLA) and customer requirement, including the following details:Manage service delivery teams consisting of engineers, coordinators, subcontractors and third-party suppliers to provide IT infrastructure installation and maintenance services in accordance of contractual, financial, quality, and customer satisfaction commitments.Implement service quality assurance and controls by tracking Key Performance Index and resources plan, identify root cases of problems by analyzing performance data, taking the corrective / proactive action to resolve / avoid the issue. Review service operation processes with partners, coordinate with local service delivery teams to follow processes strictly to complete service delivery and achieve customer satisfaction.Analyze trend and raw data of customer satisfaction E-Survey, identify the miss reason, work with service delivery team to drive action plan to improve customer experience continuously.In charge of soft skill development, develop training plan, provide training and skill assessment to service delivery team. Handle the complaints from the partners and customers, fix the argument between service delivery team and partner team of technical support, logistics, finance, etc.Ts & Cs review, P&L analysis and contract negotiation for new project / new servicesLiaise with company finance for billing and A/R collection.Act as the regional point of contact to develop relationship with key global accounts, achieving customer satisfaction and identifying additional business opportunities.

Master Of Eng, Computer Engineering

Bachelor (Engineering), Computer Science

Master (Engineering), Software Engineering