Roles and Responsibilities:
- The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process
Functional Performance:
- 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
- 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:
- 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
- Manage Customer enablement duties such as provider portal overview training access requests and ongoing Customer needs
Operational / Performance Management:
- 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
- Review Key Performance Indicators (KPIs) and provide action plans when necessary
- In tandem with Operations and Service Delivery and the Customer continue to seek areas for process enhancements streamlining and driving improved performance collectively
- Identify ongoing benefits opportunities and innovation for continual service improvement
ADHOC:
- Provide accurate timely and professional reports to senior management for historical analysis account status and forecasting purposes
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
- Participate in business meetings and general inputs in daytoday improvements
Requirements
- Minimum Bachelor s or equivalent degree
- 23 years of related service management experience
- Preferred ITIL V3/v4 certification
- CISCO CSM
- Japanese (native level) English (Verbal and Written)
- MS Suite Power Point Excel Outlook Word Teams
- Strong organizational presentation and problemsolving skills
- Business and Financial acumen
- Ability to communicate with multiple levels of leadership
- Demonstrated skills in Microsoft Office product suite including PowerPoint Excel & Word
- Telecommunications knowledge/experience preferred
Roles and Responsibilities:
- The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process
Functional Performance:
- 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
- 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:
- 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
- Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
Operational / Performance Management:
- 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
- Review Key Performance Indicators (KPIs) and provide action plans, when necessary
- In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively
- Identify ongoing benefits, opportunities, and innovation for continual service improvement
ADHOC:
- Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
- Participate in business meetings and general inputs in day-to-day improvements
Requirements
- Minimum Bachelor s or equivalent degree
- 2-3 years of related service management experience
- Preferred ITIL V3/v4 certification
- CISCO CSM
- Japanese (native level), English (Verbal and Written)
- MS Suite, Power Point, Excel, Outlook, Word, Teams
- Strong organizational, presentation, and problem-solving skills
- Business and Financial acumen
- Ability to communicate with multiple levels of leadership
- Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word
- Telecommunications knowledge/experience preferred