中途・経験者採用(エントリー/アソシエイトレベル)

2024.07.10 デリバリー

Bilingual Sr. Service Program Manager サービスプログラムマネージャー

ポジション番号KVSPM
ポジションBilingual Service Program Manager
経験年数8+
勤務地Central Tokyo
主なスキルSPMとしての関連経験・知識
クライアントマネジメント経験
日本語ネイティブレベル、英語ビジネスレベル必須
詳細内容The SPM (Service Program/ Performance Manager) provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided by the provider. The SPM is accountable for developing and executing a service strategy that will provide outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer and Client. This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer.

The SPM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships and forging new relationships. The SPM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the SPM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services. Additionally, the SPM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the SPM role is to partner with Customers and to be an extension of the Customer’s staff.