DirecciónKey Roles and Responsibilities :
Work as Independent Contributor (IC)
- Act as the primary interface managing the services relationship between the client and NTT Ltd
- Perform client-facing service activation activities and support GDC in service activation completion
- Operations performance, including :
- Service Improvement Plans
- Establish, monitor, and report Service Delivery Reports
- Escalation management and Reporting
- Meeting Management with Clients
- Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.
- Change Management Manage and own all RoE Changes.
- Service First - Own Service First asset verification and contract status.
- Vendor Backout - Manage backout issues with Vendor.
Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation.
- Update runbook regularly to reflect the necessary changes. The run book content includes :
- Network map(s)
- Site-level engineering diagrams
- Client and site contacts
- Configuration item and IT service mappings (relationships)
Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager
- Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services
- Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements / projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc
- Interface with NTT Ltd internal contract management teams to normalize and execute change orders
- Review new offers and service capabilities with the appropriate members of the team
- Support billing / invoicing inquiries and / or disputes
- Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service
Knowledge, Skills, and Attributes :
- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent relationship-building skills
- Strong ability in managing coordinated delivery of service
- Excellent written and verbal communication skills
- Good at solving problems and can use initiative to drive innovation
- Ability to work well in a pressurized environment
- Excellent client service orientation
- Assertive in approach and displays excellent persuasion and influence abilities
- Highly analytical with proven negotiation skills
- Passionate, strong initiative, self-driven with a commitment to succeed
Academic Qualifications and Certifications :
Demonstrated and relevant years of experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
or a Ph.D. or equivalent degree without experience; or equivalent work experience
ITIL certification
Required Experience :
Demonstrated years of experience required in service delivery and / or related function in a medium to large ICT organization, preferably IT service provider
What will make you a good fit for the role?
Duties and Responsibilities :
- Coordinate and work closely with Service Development team and support each other as one team
- Conduct proposal support to Sales to aim for accepting orders as much as possible
- Analyze and assess customer requirements for datacenter services from business and technical perspective
- Create proposal document for customer
- Make a presentation for our datacenter and conduct site tour for customer
- Prepare response for RFI / RFP by request from customer
- Design the proposed layout for server room and office room according to request from customer in cooperation with Operations
- Calculate the cost based on proposed layout and specifications
- Manage all proposals for probability, layout, request for service date, etc.
- Coordinate with internal (HR, Procurement, Finance, Sales, Operations) and external (customer, vendor, group companies) to finalize the specifications of customer project
- Prepare Sales Orders according to the agreed specifications and price
- Manage order and delivery of cross connect
- Act as Project Manager for customer project implementation
- Create feasible timeline with clarifying all required task
- Clarify the items and quantities to be procured for internal Purchase Request
- Negotiate with vendor for more competitive price, higher quality and quicker delivery
- Manage the cost to ensure profit margin for customer project
- Hold a kick-off meeting with the parties concerned
- Control the progress and give regular report to the parties concerned
- Conduct proper change management
- Plan Integration System Test (IST) and User Acceptance Test (UAT) to coordinate with Operations
- Ensure handover to customer by deadline
- Handover to Operations
- Improve internal process
- Process standardization (process establishment / improvement)
- Documentation (process visualization / create form)
- KPI measurement / various reports
- Automation
- Other initiatives
Qualifications and skill experience :
- Candidate must possess at least a Degree in Information Technology, Electrical or Mechanical Engineering with at least 4 years’ relevant experience in Data Center Provider or any other related industry
- Ability to understand Electrical, Mechanical and Plumbing blue print for explanation to customer
- Desirable to possess the qualifications such as CDCP, ITIL, CCNA
- Possess leadership, spirit of challenge, honesty and sense of responsibility
Possess good understanding of the relevant authority regulations and good communication,
- report writing and IT skills
- Excellent interpersonal, verbal and written communication skills in English
- Capable to enjoy working with others, influence others, manage priority of work, do multiple tasks and work under pressure
- Good courteous manner with the public
Hace 13 horas
