Unilever Account Service Delivery Manager
Hewlett Packard
Total years of experience :15 years, 8 Months
Scope:
direct client contact position responsible for delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met.
works with business partners and vendors to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class Quality.
promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving optimization while managing scope, resources, cost of delivery and coordination.
understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. actively seeks opportunities to drive down the cost of delivery.
the principal contact for all service operational and tactical issues for the client and HP delivery organizations.
develops and nurtures an excellent client relationship at the executive level supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.
Key Responsibilities:
Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
Hires & leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans
Develops & leads all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination
Consults in presales & change order negotiations & approving delivery capability & cost solution
1−Organise to deliver: draw up schedules and rotas so as to ensure that
sufficient people are available to cover the likely incoming calls, reacting to
developing circumstances so as to ensure resources continue to be efficiently
used .
2−Team’s service performance: monitor the performance of the team in dealing with incoming calls, and take such steps as are needed to ensure the team delivers in line with committed service levels .
3−Escalate major issues: handle major service issues relevant to the team,
where these would have broader impact, bringing these to the attention of those affected and those who can resolve them.
4−Data and communications: ensure the team is updating systems and
communicating effectively with other areas regarding issues and progress.
5−Team capability: gauge the capabilities of team members to deal with calls
and put in place or personally deliver the appropriate training or coaching.
6−Resolve problems: assist personally in handling calls for assistance,
particularly where these require broader experience or when demand from end users is high
7−Team development: progress such projects as are identified as necessary for the ongoing effectiveness of the team (e.g. introduction of new technology,
processes etc), operating under the guidance of experienced colleagues and
using team members as appropriate.
Master Degree in Business Administration - MBA
Bachelor of Science in Electrical Engineering