SintesysGlobal - EuropeIT SERVICE DELIVER MANAGER
Nov. 2010 - Jan. 2023A Coruña Area, SpainServe as the primary IT contact for the client
Provide customer service to the client account(s) as well as represent client needs and goals within the IT organization.
Build relationships with clients to encourage new and repeat business opportunities.
Build excellent relationships to deliver exceptional IT service to the client. (IT, Security, PMO, etc)
Provide regular two-way communication between the client and team to provide strong team representation and set proper client expectations.
Ensure that client issues are addressed in an efficient and timely manner.
Responsible for all client IT communications, conflict and outage resolution, compliance on client deliverables, and to ensure that the project spend is within the contracted cost.
Track and report on outages to the client and Management.
Escalate for additional Sev1 participation, or Sev1 process assistance, as needed.
Ensure the RCA process is adhered to, with the client receiving an RCA within 48-72 hours.
Analyze outage/incident/change, looking for trends, opportunities, and continuous improvement to reduce cost, downtime, and increase customer satisfaction.
Ensures that IT initiatives are met and delivered in a timely manner, and within the prescribed budget.
Review all major deliverables to ensure quality standards and client expectations are met.
Track and report on all client projects / changes / growth.
Provide regular input on all IT account activity, including status.
Daily/Weekly/Monthly client calls, followed by written minutes and actions.
Ensuring the company meets the client contractual requirements (security, audits, BCDR, reporting)
Drive IT cost optimization opportunities in the account without impacting the delivery standards.
Assist the transition manager during any new transition or ramp ups.
Recognize solution opportunities, help define requirements & assist IT solvers in understanding the accounts complexity, AS-IS scenario and long-term strategy.