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Atos - Plano, TX

posted 28 days ago

Plano, TX
Professional, Scientific, and Technical Services

About the position

The Account Service Manager role supports Service Delivery management and Sub-tower Management and acts as an interface between the Account Service Team and the Service Delivery Team. This position works with the Service Delivery Manager (SDM) to gain an understanding of the client, the contract, the business context, and the priority of the account. The role supports new service or new account readiness review escalations and orchestrates end-to-end services for the service line, and for all other service lines as needed to deliver service. As a member of the Account Service Team, the single interface to the SDM for the service line, the Account Service Manager ensures that the critical operating tasks are successfully managed along the contract lifecycle through the implementation of the relevant policies and standards in compliance with security policies. The role also creates strong cooperation with SMC to ensure that the customer is operating using standard methods and tools whenever applicable, requesting SDM support when a change is customer requested/required. Additionally, the Account Service Manager is responsible for creating or validating the solution part of limited upselling proposals, ensuring up-to-date Service and internal Purchase Orders, attending service reviews, and managing account operations, service processes usage, capacity planning, and business backlog within the Tower.

Responsibilities

  • Support Service Delivery management and Sub-tower Management.
  • Act as an interface between Account Service Team and Service Delivery Team.
  • Work with the Service Delivery Manager to understand the client, contract, and business context.
  • Support new service or new account readiness review escalations.
  • Orchestrate end-to-end services for the service line.
  • Ensure critical operating tasks are managed along the contract lifecycle.
  • Create strong cooperation with SMC for standard methods and tools.
  • Ensure proper volume forecast and volume evolution communication.
  • Create or validate the solution part of limited upselling proposals.
  • Ensure up-to-date Service and internal Purchase Orders.
  • Attend service reviews and undertake appropriate actions.
  • Manage account operations, service processes usage, capacity planning, and business backlog.
  • Drive completion of service acceptance, technical assurance, volume forecast, and handover processes.
  • Manage the continuous Service Improvement Plan.

Requirements

  • 10 years' experience in a relevant field.
  • Public Sector and Defense market experience.
  • P & L experience including cost cutting, margin improvement, and revenue management.
  • Experience managing client relationships.
  • Experience managing contract P&Ls and selling managed services to C-level executives.
  • Proven ability to develop and maintain effective internal and external business relationships.
  • Experience working with clients and selling into the PSD market.

Nice-to-haves

  • Business or IT related bachelor's degree or related work experience.
  • Proven leadership background.
  • Strong interpersonal skills.
  • Demonstrated ability to build strong relationships in a liaison role.
  • Excellent organizational, strategic/tactical planning, and team management experience.
  • Customer relationship management experience.
  • Project/program management and quality control background.
  • Experience with business software.
  • Strong understanding of IT Service Management frameworks like ITIL, MOF, COBIT.
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