Address- 5 plus years' experience managing Service Delivery of major customer accounts
- Proven ability to manage the SIP and CSI processes for a customer portfolio
- Strong knowledge and understanding of account P&L
About the Job:
The purpose of this role is to manage the service relationship with one of ESP Global Services Major Customers in Pune, India. To oversee service performance, ensuring that customer retention, growth and transformation is delivered whilst maintaining P&L ownership.
What will you do?
- Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
- Manage team performance – Billing / SLA Management / Delivery
- Manage 2nd level escalation both internal and from Customer.
- Represent and advocate for the customer internally within ESP to ensure that ESP delivers the highest possible quality of service and maximizes customer satisfaction / retention.
- Create and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the services delivered by ESP.
- Develop, grow and nurture strong and positive relationships with the customer, gaining a deep understanding of their business, challenges and strategy, ensuring that ESP is well positioned to help them achieve their goals and maximizing account value to ESP.
- Work closely alongside the aligned Sales Account Manager on account planning and growth across all aspects of the account, ensuring any business intelligence, leads or opportunities are successfully identified and referred.
- Work closely with airport-based engineers and managers to ensure the service is being delivered to contractual commitments.
- Work closely with the accounts dedicated Service Desk to ensure the service is being delivered to committed SLA’s and expected levels of service.
- Review and sign off the Service Delivery and service management elements of proposals, bids, RFPs etc to ensure that all propositions are accurately costed, supportable and meet or exceed the customers’ service expectations.
- Manage the business take on process to ensure that all new business is successfully onboarded and reflects.
- the quality and cost efficiencies required from ESP for operational excellence.
- Deliver quality service reports to customer that accurately reflect the SLA measures agreed in the contract and identify trends / issues and manage any corrective or improvement actions through to successful resolution· Conduct customer awareness briefings for internal support teams to ensure that all resources have appropriate customer specific knowledge.
- Manage and report on account P&L, track to ensure profitability and investigate monthly anomalies if and when they occur.
- Actively participate in the monthly wider internal ‘Service Delivery’ planning meetings
- More than 5 years' experience managing Major Customer Accounts preferable supporting one of the Global ITO’s
- Customer facing experience and customer service skills.
- Proven ability to manage the SIP and CSI processes for a customer portfolio.
- Ability to manage administration and multiple tasks in an accurate and timely manner, often against deadlines.
- End to end contract knowledge and management.
- Strong knowledge and understanding of account P&L
- Ability to communicate effectively at the appropriate levels, internally and externally.
- Ability to influence key stakeholders in Customer Accounts
- Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience.
- Understanding of ITIL process and structure
- Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.
Motivated to develop your career in Service Delivery, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.
What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.
Salary:
We offer a competitive range based upon suitability or experience.
Benefits:
- Medical Insurance
- Perkbox discounts
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated Service Delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.
Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.
We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.
