This is a unique client-facing role which requires you to manage service, commercial and small project related activities within a portfolio of Inoapps managed services clients.
Reporting to the regional Service Delivery Director, you will have overall responsibility for the efficient and effective delivery of our service commitments to external clients and internal stakeholders.
You will collaborate with colleagues in the Managed Services delivery teams, and the Inoapps business development functions, to drive profitable long-term client engagements and positive client satisfaction.
Your focus will be on quality of service, customer satisfaction and incremental growth. You will need to build strong relationships at various levels within Inoapps, our clients, partners (specifically Oracle) & 3rd parties.
You will work to acquire in-depth knowledge about your client’s culture, business functions, processes, and infrastructure.
Your background will be in the management of ongoing services and client relationships, preferably within a service provider organization. You will have demonstrable working knowledge of excellent service management practices, typically aligned to ITIL®
- Assist in driving quality of service
- Improve and maintain high levels of customer satisfaction
- Managing client escalations
- Leadership and coordination to prioritize resources to meet client demands
- Collaborate with cross-functional teams to manage changes initiated by the Client or Inoapps
- Oversee incident and problem management processes, ensuring timely resolution of issues and identification of root causes to prevent future recurrences
- Technical Account/ Service Management
- Manage contractual performance and relationship
- Work closely with the Inoapps Account Manager and Exec sponsor on ways to enhance the service delivered along with the Inoapps revenue position
- Provide advice and guidance to the client on process improvements, new products & services
- Project manage “small technical projects” between the client, 3rd parties and Inoapps teams
- Build strong and positive relationships with clients at various levels
- Vendor performance management – specifically Oracle
- Build and document knowledge about the clients business and technical setup
- Work closely with assigned Project Managers to ensure knowledge transfer between MS delivery teams and our Project Services Team
- Work closely with the MS Management team on continual service improvement
- Facilitate and lead regular Service Review Meetings with your clients
- Service Level Management reporting for your clients
- Feedback any important client information to Client Services Team
- Prepare and perform training of clients and colleagues
- On call as part of a duty manager rotation
- Experience in service management organizations
- Any practical experience of Oracle technology and/or applications is a distinct advantage (other ERP solutions may also be considered)
- Project management experience is preferred
- Experience utilizing an ITSM tool
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