Job Description
Drive Service Management Activities
Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery
Organize governance and service committee
Report and control operation consumption for billing (Man-day, Hardware/Cloud resources)
Coordinate Operation Efficiency
Ensure ITIL Operation process are respected
Maintain CMDB and Knowledge Management
Drive or contribute to P1 communication on Incident Management
Guarantee qualification and billing model for Change & Service Request
Manage continuous improvement and avoid recurrency through Problem management
Contract Management & Business Development
Ensure Service Level Agreement compliancy
Understand Customer business activities
Understands Accenture service portfolio
Customer Relationship & Satisfaction
Ensure close relationship with the customer
Help to identify or contact the relevant stakeholders
Ensure CSR KPI improvement
Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans
Ambassador for Accenture Spirit ©
Share Accenture success experience & legacy
Be Accenture spirit ambassador
Relay the local & regional messages & strategy
Ease the inter-site communication/cross cultural aspects
Multi-dimensional expertise
Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement
Crisis management for major situation related to customer in his scope
Identify opportunities to improve operational efficiency and productivity.
