Your role
-Acts as the single owner responsible for meeting customer contractual Service Level Agreements (SLAs) for run delivery activities in an account-Responsible for day-to-day run services delivery coordination and execution of tasks across all offering domains for a given account-Meets and exceeds customer expectations for run services delivery deadlines, quality, and adherence to financial POR in the account-Point of Contact (POC) coordinating all run delivery activities for an account-Develops comprehensive plan to deliver run outcomes across relevant service offering to meet cost/service/quality requirements in SLAs-Coordinates across all run resources (including offering domain leaders) to provide delivery assurance for run services within the POR requirements-Acts as 24/7 point of contact for identification, escalation of all run service issues-Consults on technical review of Customer Contract Change requests and coordinates delivery-related changes to any amendments requested-Responsible for driving down run delivery cost and providing cost efficiencies in line with the contract scope and requirements for the account-Support and drive implementation of productivity programs such as LEAN & Automation and ensure adoption of the Standard NGDM Delivery Model to improve overall cost as % of revenue and ensure industry-leading service quality-Leads the “Joint Account Delivery Review”-Conducts service delivery reviews with the Delivery Leads – reviewing the Continual Service Improvement (CSI) Plans-Acts as the primary point of contact to address outages-Single point of accountability for Run services in the Critical Incident Handling Process acting as the Production Environment Manager (PEM)-Responsible for deployment and oversight of Rapid Response Teams reactive teams in the case of run failures for an account; leads critical incidents resolution across service-Drive a Zero Defect/Zero Outage mentality in the delivery teams, including 3rd parties-Work with APL to ensure new Builds / Solutions do not impact Run delivery or the customer’s services
Your qualifications
-Bachelor Degree BAC+4/5 (Engineering school, university); MBA will be highly appreciated-Minimum of 10 years working experience in IT governance as well as customer care service