Account IT Service Coordinator
IBM
Quezon City, Philippines
8d ago

This role supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.

Note : This role is scalable, i.e., for small contracts the DPE would typically execute this role as well. They represents the client viewpoint to the delivery organization resources allocated to the contract.

Responsibilities : - Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer".

  • Assume the leadership and the operational responsibility for the resources allocated to the clients or services under his responsibility.
  • With agreement from the DPE, be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.
  • Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update.
  • Assume responsibility for updating the hardware and software inventories in accordance with asset management processes.
  • Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the DPE in the service status meetings held with the client.
  • Raise requirements to the relevant delivery organization functions in order to improve efficiency. - Provide the DPE with reports on workload monitoring.
  • Participate in contractual client meetings upon the DPE's request. - Obtain the DPE's agreement to providing additional resources which may affect costs.
  • Support the DPE in the establishment of client satisfaction measurements with regard to due services. - Ensure the coherence of the backup and data recovery plan.
  • Country : Philippines

    Job Family : Not Applicable

    Category : Other

    Reference ID : 91067BR-PH-Quezon City

    Date Posted : 04 / 03 / 2017

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