| 詳細内容 | · Conduct service management review in collaboration with key stakeholders to ensure services and performance are aligned with the end client's business plans
· Overall relationship management with the end clients
· Maintain visibility of overall end clients' health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities, and overall compliance of the end clients' contract.
· Manage end users' enablement duties such as portal overview, training, access requests and ongoing needs.
· Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
· Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
· Collaborate with internal and customer teams to seek areas for process enhancements, streamlining and driving improved performance collectively.
· Identify ongoing benefits, opportunities, and innovation for continual service improvement
· Acts as the primary liaison between the project team(s) and the end clients for new initiatives, engagements, and infrastructure changes.
· Partners closely with sales for growth enablement.
· Align stakeholders and functional groups to identify complex business and challenges face by the end clients, improving satisfaction, resolving escalations, and overall service performance.
· Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with end clients' executives in the prioritization and resolution of escalations, as appropriate.
· Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.
· Establish periodic status meetings with the end clients to discuss the status of contractual relationship.
· Lead monthly/quarterly governance forums and ensure agreed-upon governance meetings, and peer-to-peer sessions are conducted consistently as per schedule.
· Presents a formal monthly program review for the clients', examining all aspects of the solution in the previous month, highlighting successes and failures, and recommending measures for improvement
· Monitors ongoing service management to ensure compliance with SLAs and performance commitments.
· Ensures that all deliverables agreed under the clients' agreement are duly completed, delivered and approved.
· ITIL Foundation Certification
· 5+ years’ experience in Customer Service, Project Management and/or Telco services
· Strong organizational, presentation, and problem-solving skills
· Demonstrated experience with verbal and written communication
· Business and financial acumen
· Ability to communicate with multiple levels of leadership
· Demonstrated computer skills with the ability to effectively use both Microsoft and Google suites of products
· Business level or higher level of Japanese and English (read, write/type and speak)
· 5+ years of work experience in equivalent project management role for technology organization(s)
· Strong communication skills – both oral and written
· Excellent judgment and negotiation abilities to deal with project and change requests
· Make visits to end client offices as needed |
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