Functional Performance: 61 Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans 61 Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. Relationship Management 61 Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract. 61 Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs. Operational / Performance Management 61 Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted. 61 Review Key Performance Indicators (KPIs) and provide action plans, when necessary. 61 In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively. 61 Identify ongoing benefits, opportunities, and innovation for continual service improvement ADHOC 61 Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes. 61 Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. 61 Participate in business meetings and general inputs in day-to-day improvements.
Education Requirements: Minimum Bachelor’s or equivalent degree
Professional Certifications: Preferred ITIL V3/v4 certification Preferred CISCO CSM
Additional Skills Required MS Suite Power Point, Excel, Outlook, Word, Teams Intermediate
Candidate Background: Skills, Knowledge, and Abilities: Minimum 2-3 years of related service management experience Minimum Strong organizational, presentation, and problem-solving skills Minimum Business and Financial acumen Minimum Ability to communicate with multiple levels of leadership Minimum Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word Preferred Telecommunications knowledge/experience
