Job Description
Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Maintains tight control over the project delivery, risks, scope of work and budget ensures that operational teams and subcontractors have a clear understanding of client requirements. Builds and maintains strong client relationships, and provides day-to-day client advice and support. Promotes the organization s capabilities to clients, identifies sales opportunities to be forwarded to the account managers, and achieves contract extensions or additional business within the account(s). Contracts may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.
Provides day to day client advice, working to maintain strong client relationships.
Under general direction, assists business owners and stakeholders in defining business and system requirements.
Assists in the writing of detailed functional specifications.
Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
Under general supervision, assists in the design of solutions for clients, ensuring that SLAs and KPIs are met.
Communicates client requirements to operational teams and subcontractors.
