Account Service Manager

Job in a nutshell:

As the maestro of client connections and the brains behind business brilliance, the Account Service Manager  reigns supreme. Picture this savvy individual as the responsible for client satisfaction and for orchestrating seamless account delivery and keeping a watchful eye on the financial wizardry within their designated client kingdom. All this unfolds under the watchful gaze of the PSD Market Leader, the ultimate guide in this dynamic symphony of success.

 

What will you be doing:

• The Account Service Manager (ASM) is responsible for the services delivered within a customer (also called Tower Service Manager [TSM] in the Towers). The ASM can be dedicated to a specific account or shared across accounts. The SM role supports Service Delivery management and Sub-tower Management and acts as an interface between Account Service Team and the Service Delivery Team. 

 

• Works with the Service Deliver Manager (SDM) to gain understanding of the client, the contract, the business context and the priorities of the account 
• Supports new service or new account readiness review escalations 
• Orchestrates end to end services for the tower, and for all other towers as needed to deliver service (top of stack principle) 
• As a member of the Account Service Team, the single interface to the SDM for the Tower, wherever the services are run (onshore & offshore 
• Ensures that the critical operating tasks are successfully managed along the contract lifecycle through implementation of the relevant policies and standards in compliance with security policies 
• Creates strong cooperation with SMC to ensure that customer is operating using standard methods and tools whenever applicable, requesting SDM support when a change is customer requested/required  
• Ensures the provisioning of daily/weekly account dashboards  
• Ensures proper volume forecast and volume evolution is communicated between account and delivery for proper reporting and internal billing  
• Responsible for creating or validating the solution part of limited upselling proposals (within delegation (volume, risk, standardization)  
• Ensures up to date Service and internal Purchase Orders  
• Attends the service reviews and undertake the appropriate actions  
• Responsible for the account operations, service processes usage, capacity planning & business backlog within the Tower, scope & evolution requests  
• For all significant changes and implementations, drives the completion of the service acceptance, technical assurance, volume forecast and handover processes  
• Ensures that all new services and accounts are managed via the acceptance management process, escalating all non compliance to avoid impact to Client and Delivery capability.  
• Management of the (continuous) Service Improvement Plan 

 

Background & Experience: 

• Business or IT related bachelor’s degree or related work experience 
• Proven leadership background 
• Strong interpersonal skills, a demonstrated ability to build strong relationships in a liaison role with IT personnel at all levels, and the ability to clearly articulate technology topics within all levels of an organization 
• Demonstrated background functioning in complex and challenging customer environments while maintaining the ability to influence change and negotiate mutual beneficial solutions and understandings.  
• 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 

 

Requirements:

• 10 years’ experience
• Must have Public Sector and Defense market experience.
• P & L experience i.e. - cut cost, improved margins, revenue, and margin
• 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.
• Based in the VA area.

 

Rewards and benefits:

• Wellbeing programs & work-life balance - integration and passion sharing events.
• Opportunities for professional growth and career advancement.
• Remote and hybrid working possibilities.
• Benefits platform –culture, shopping, sport, etc.
• Continuous learning programs and online courses.
• Possibility to participate to charity and eco initiatives.