ACCOUNT MANAGER

Account Service Manager – Public Sector Location: • Austin, TX preferred • Dallas, TX possible

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 priority of the account Supports new service or new account readiness review escalations Orchestrates end to end services for the service line, and for all other service lines 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 service line, wherever the services are run 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.

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