Responsibilities
Lead and drive the service delivery for assigned accounts Accountable for the success of projects implementation for assigned contracts Manage and communicate with key holders on daily operational support Monitor and ensure SLAs are met, issues escalated and prioritized Act as the point of contact for service delivery Responsible for service delivery of account and prioritization of work requests Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer's business Identify operational gaps and drive to ensure closure, both internally and externally Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams Work on financial cost priorities to ensure a balance between customer satisfaction...