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- Oversees the execution of day-to-day operations and proactively manages the services in scope for large accounts.
- Perform trend analysis, and develop action plans for improving service timeliness and reducing costs.
- Prepare cost analysis, budget plans and proposals as needed.
- Leverage service desk best practices and process frameworks, such as ITIL, to drive continual process improvement
- Manage relationships with client.
- Develop, recommend and coordinate the implementation of new procedures related to the Service Desk
- Understands in depth the contract commitments for sustaining work;
- Works closely with Account Manager to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses
- Provides proactive feedback on delivery issues and escalates issues to Account Management and Senior Management team;
- Manages issues and changes from the clients’ viewpoint, proactively managing the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;
- Completes continuous review of contractual achievements, gap analysis and delivery targets appropriateness and liaises with Emerio management/Client representatives to address issues or concerns;
- Shows a thorough understanding of applicable project management and/or operational management standards and procedures and owns projects to completion (where required);
- Possesses a thorough understanding of the business and commercial context of the organization. Service Quality and Improvement ;
- Drives client service and client satisfaction into the respective delivery organizations;
- Is responsible for the quality checks to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
- Owns service improvements initiative that require further Client/Emerio Management engagement;
- Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information.
- Perform other duties as assigned
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