Job Description
Job Overview
In this role, you will be the primary point of contact for the LOB (Line of Business) client in dealing with technology service proactive improvements, Relationship Management, and overall Service Improvement Programs. They require the ability to manage and interact with Senior Level Executives within the business, respond to any and all service concerns regarding support and ensure the restoration of service issues along with the Service Delivery Director. You are required to identify and drive methodologies and processes that support world-class standards of Production Stability and identify and manage key targeted areas for improvement. Ensure that Service Level Management best practices exist across all service platforms driving service efficiencies.
Duties and Responsibilities
Ensure that the services are performed in accordance with the delivery agreement, standards, obligations, scope, and SLA;
Serve as the principal interface between the company and the customers with respect to all issues relating to the services.
Monitor the adequacy of personnel resources and the adequacy of tools, training, and support necessary to meet performance requirements.
Maintain awareness of the performance of the service delivery within both organizations.
Organize bridges for major incidents, and Stay reachable 24/7 for potential critical questions from the team.
Drive service improvement through process design and execution, such as Client satisfaction, JML, hardware processes, purchase processes, periodic controls, etc.
Ensure the right skilled resources are available and the appropriate levels of quality control are in place and are being adopted within the delivery team to meet the requirements of the specifications of the services.
Build a strong and long partnership with clients: Delivering periodic reports, and animating periodic meetings with key employees.
Maintain appropriate service catalog and contract management.
Minimum Job Requirements
Bachelor's degree, preferably in computer science or information technology
Relevant 1 yr minimum experience in a service delivery role
Proficient in Excel, data exporting, detailed analysis, and report building
Project coordination and planning
Understanding of the ITIL process
Highly analytical and solutions-oriented
Attention to details
A strong communicator
Amenable to a hybrid set-up and can work in the Alabang area
