Responsibilities:

1. To have overall accountability for the quality of any insourced or outsourced Services provided to multi-national Customers (measured against Service Level Agreements).
2. To ensure full compliance to Service Select Customised/Outsourced Service Management product definition.
3. To be the Customer’s primary point of contact within our client, for all Service related issues, with the exception of Fault Management, where the CSM will act as a secondary escalation point (The GCSC will be the primary escalation point).
4. To lead, develop and manage Customer Service Improvement plans in order to increase Customer Satisfaction.
5. To lead the delivery of timely reports to include measurements against Customer SLA’s on Quality, Change and Performance of the service provided to the Customer.
6. To oversee and ensure consistency of customer information globally in the relevant databases and repositories.
7. To lead regular Customer service review meetings and Extended Customer Team(ECT) meeting.
8. Implement and lead a vendor management structure for Outsourced Services on the assigned Customer.
9. To assist in Contract negotiation in parallel with Account Manager/Director where applicable.
10. To assist in RFP solutions and provide pre-sales presentations to customers when required.
11. To maintain adequate knowledge of our client's Business Services products and services portfolio
12. Interface with the customer at Senior Management level on a regular basis and conduct periodic Executive Service reviews.
13. To oversee the adherence of the Customer Service Level Agreements and contract requirement (MSA and etc).
14. To be accountable for the SM Team members resource when they are out of the office, when necessary.
15. To assist CSM Management team in developing Service Management revenue opportunities on new business.
16. To lead the post sales extended Customer team (inclusive of all CSMs supporting the customer globally).
17. To consistently foster and encourage good working relationships within the customer organization and our client's organization.
18.          To develop strategic technical solution to the customer and account team when necessary

Qualification/Experience/Skills:

Qualification:
- Degree level or equivalent (Business or Science Degree)
- Customer Service Management Certification
- External Project Management Certification would be a plus
- ITIL cerfified

Experience:
- Customer Service and Project Management Experience
- Over 7 yrs of work experience in customer-facing organisations within the telecoms or IT industry
- Vendor management & Consultancy experience
- Budget management and cost controlling experience would be a plus
- Leadership and virtual team management experience
- high level of practised technical knowledge

Skills:
- Good and effective Communication skills
- Language Skills: English (if not mother tongue, TOEFL level tbd), local language
- Technical Skills: good knowledge of all our client's products and insourced & outserviced services
- Soft Skills: very good communication, negotiation, presentation, organisation skills
- Good team player/leader

 


General CV submission 


 

Country: Singapore
Employment Type: Full time
Salary: Open