Power Media - Opublikowano: 05 lut 2014
Owns the quality of service delivered from IS delivery including performance reporting Acts as a focal point of contact for the Customer, Account Manager for the delivery of services to the client Maintains a detailed knowledge of contracted service requirements (SLA’s and OLA’s) and the potential business impact of service failures Managing the cost of the service and being responsible for the service costs improvements Maintains a broad understanding of the underlying technology required to deliver the service and the Global IS strategies that may affect the client Act as a first point of escalation in relation to the operational delivery of the service Co-ordinate all IS Delivery activities to deliver the service in accordance with contractual scope, and target levels Secure the cost budget/forecast and permanently review cost performance identifying cost saving opportunities Prepare reports, internal and external, according to the contractual requirements Collect customer’s requirements and control their implementation Participate in internal and customer-related meetings, in service review meetings held in Erfurt particular at least once a month Ensure performance of third parties against OLA targets from the Service perspective Provide regular formal and informal feedback to the Client and Account Management regarding aspects of the service Act as an initial escalation point, “own” all issues once escalated in the IS area and work with the other client SDMs Develop and maintain a Continuous Service Improvement plan in conjunction with IS delivery together with the client SDMs ...
Owns the quality of service delivered from IS delivery including performance reporting Acts as a focal point of contact for the Customer, Account Manager for the delivery of services to the client Maintains a detailed knowledge of contracted service requirements (SLA’s and OLA’s) and the potential business impact of service failures Managing the cost of the service and being responsible for the service costs improvements Maintains a broad understanding of the underlying technology required to deliver the service and the Global IS strategies that may affect the client Act as a first point of escalation in relation to the operational delivery of the service Co-ordinate all IS Delivery activities to deliver the service in accordance with contractual scope, and target levels Secure the cost budget/forecast and permanently review cost performance identifying cost saving opportunities Prepare reports, internal and external, according to the contractual requirements Collect customer’s requirements and control their implementation Participate in internal and customer-related meetings, in service review meetings held in Erfurt particular at least once a month Ensure performance of third parties against OLA targets from the Service perspective Provide regular formal and informal feedback to the Client and Account Management regarding aspects of the service Act as an initial escalation point, “own” all issues once escalated in the IS area and work with the other client SDMs Develop and maintain a Continuous Service Improvement plan in conjunction with IS delivery together with the client SDMs ...