Service Delivery Account Manager
The Blue Code Management Co., Ltd.
jobsDB ref: JTH300003001225816
Service Operation Delivery
o Full accountability for delivery performance achievement in line with the contracted scope.
o Build and maintain a trusted advisor status within the client’s eyes.
o Understand at all times what is happening within the client’s environment (both operationally
and at the client satisfaction level) & provide management and delivery teams with visibility of
priorities and risks.
o Build a strong productive relationship with all Dimension Data personnel involved in the
o Drive delivery teams to ensure compliance with all contracted obligations.
o Initiate and run Service Improvement Plans to resolve delivery challenges affecting assigned
o Prepare for and chair the Service Review Meetings, including publication of:
o Performance Reports, Meeting Minutes and Action Registers
o Accountable for accuracy of client facing Operations/Procedures Manuals, including
o Publication of updates via the release management process
o Ensuring procedures deliver seamless service performance throughout all service
o Adhering strictly to governance procedures for all non‐standard procedure requests.
Renewable & Growth
o Contribute to, and optimise the contract renewal process by engaging with the MS manager
and client manager’s min. 90 days prior to the renewal date to plan the renewal strategy, and
agree roles/responsibilities for any non‐standard renewals.
o Representing the client’s needs within the renewal process, knowing DD’s Service Catalogue
and associated Governance structures.
o Reviewing transition/implementation plans to supervise suitability for the renewed contract.
o Retain and grow business by 10% Y-O-Y
o Accountable to ensure delivery optimisations that bring values to client and DDAP
o Proactively track service performance, service level agreement and establish corrective action
o Regular engagement with client stakeholders and ensure proper governance in place.
o Minimum 5 years prior Service Delivery/Account Management experience in ICT Managed
o Good understanding in contract management and financials
o Ability to client interfaces during Major Incidents
o Proven track record of managing client delivery relationships with large ICT clients.
o Proven track record of managing delivery performance aligned to contracted scopes.
o Solid negotiation skills.
o ITIL Foundation certification.
o Ability to lead cross‐functional teams to drive proven service delivery improvements.
o Client focussed, Results driven, goal orientated attitude.
o Solid team player, immaculate communication and rapport building skills.
o Well presented and comfortable in client facing and problem solving roles.
o An inquisitive mind and a can‐do spirit.
o Focussed on sustaining organisational goals and objectives.
o High degree of self motivation, Strong interpersonal skills, Ability to work at a fast pace.
o Reasonable technical understanding of internetworking technologies.
jobsDB will send your application for review directly to The Blue Code Management Co., Ltd.
About The Blue Code Management Co., Ltd.