Account Delivery Manager (Vinton)
Employment Type: Full-Time
Industry: Non-Executive Management
Responsibilities: Owns customer operational relationship: develops & nurtures to excellent customer satisfaction. Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan. Contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication. Manages expense/cost target commitments for all service delivery requirements implementing & monitoring expense control. Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans. Ability to effectively and proactively manage risk for low risk projects. Supports AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination. Contributes to account service delivery plan. Identifies incremental revenue opportunities. Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes. Acts as a team or project leader for small and medium AST/delivery teams by providing managerial and technical direction.
Education and Experience Required: First Level University Degree or equivalent combination of education and experience. 1 -3 years relevant industry experience. ITIL/ITSM knowledge.
Knowledge and Skills: Ability to build & manage strong customer relationship. Influence & negotiation skill. Ability to apply business management & financial concepts to analyze business needs. Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image. Ability to understand & analyze an issue or problem to implement a corrective action plan Applies appropriate technical knowledge and methods to resolve business issues. Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support. Ability to proactively & effectively manage risk on low to medium risk projects. Consistently applies Quality & Continuous Improvement Plans. Ability to develop & present high impact message to customer. Industry sector knowledge (finance, manufacturing, etc.). Crisis & conflict management.
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