This offer job is expired.

IT Service Manager

Criterion Asia Recruitment - Expires on Oct 28, 2013
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Thailand
  • Bangkok
  • Permanent - Full Time
  • 8+ years
  • Expat and local
Job Category
Banking / Financial Services

Job Description

Role Summary

The Service Manager owns the client aspects of service management for one or more outsourcing contracts. As the overall lead of day-to-day management of services sales, contract operations and performance, they invest on a daily basis in overall growth of the outsourcing contract and its financial performance.

The Service Manager will interface with the Customer Relationship, Operations and Project Services team and appropriate leadership within Service Management to ensure that the account meets the infrastructure outsourcing service commitments to the customer, specifically Demand Management, SLA Management, OLA Management, Request Management, Performance Management and Contract Change Management for their outsourcing contract accounts.

Key Responsibilities

1. Drive future Outsourcing growth

  • Work with Operations and Project Services Team to drive incremental revenue growth through further expansion, extension or renewals of infrastructure outsourcing work at current clients

  • Leverage industry expertise to influence client outsourcing strategies

  • Participate in Operating Group-led account planning and forecasting activities

2. Work with Clients, Customer Relationship, Infrastructure Operations and Project Services teams to proactively

  • Provide advice on solutions to business requirements, and plan services to be delivered to users

  • Work closely with the client to identify business requirements, and define service requirements for new services

  • Work with the client and delivery groups to commit to the scope of work for the planning phase of the release project and establishing the initial scope, schedule, and cost for the release as a whole

  • Work with the client to establish a prioritization approach, and adjust priorities of work with clients as necessary

  • Ensure resolution of service performance issues

  • Manage supply and demand, service quality, change orders, and recovery plans

  • Achieve Outsourcing contract controllable income (CCI) targets, forecasts, puts/takes

  • Identify and implement continuous improvement

  • Participate in and comply with the outsourcing account quality programs, including QA, Client Satisfaction and QPI

  • Ensure implementation of changes identified by quality programs, including QA, Client Satisfaction and QPI

  • Ensure adoption and compliance with Accenture Delivery Method including the creation and maintenance of the management plans

3. Manage the operational and financial performance of the infrastructure outsourcing contract

  • Formalize contract delivery plans with the Clients, Infrastructure Operations and Project Services teams

  • Manage new outsourcing service requests in coordination with outsourcing service delivery

  • Monitor adherence to the Accenture's and the client's policies and standards

  • Helps set and conduct day-to-day management of outsourcing contract(s) service level agreements (SLAs), acting as a delivery escalation point around client priorities and issues

  • Effectively leverage our industrialized service model in day-to-day management of outsourcing contract(s)

  • Manage changes to all service-related formal agreements. This includes changes to Service Baseline, Service Level Agreement(s), Operational Level Agreement(s),

  • Provides a single point of contact for all demand requests

  • Conducts planning sessions with the client to identify a demand profile to develop the capacity plan

  • Facilitates the resolution of client issues

  • Drives full utilization of leveraged Enterprise Service capabilities, such as HR, Commercial & Contract Management, Financial Management and Facilities Management

Job Requirements

  • Minimum 8 years experienced in large IT operations or projects implementation

  • Ability to understand the concept of IT solution and approach customer with effective sales pitch

  • Ability to build new services/sales and maintain client relationships.

  • Ability to create and maintain vendor/partner relationships.

  • Be able to think strategically while paying attention to detail

  • Excellent interpersonal and communication skills and strong leadership

  • Good negotiation skill is a definite advantage

  • ITIL V3 and Financial management knowledge is a plus

About the recruitment agency

Criterion Asia Recruitment

As part of Workforce Asia Group, Criterion Asia Recruitment is a leading executive search and recruitment consultancy company in South East Asia. A provider of permanent recruitment, contract ...

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