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26.11.2020
★★★★★ Account Run Leader, DXC Technology / Enterprise Services Bulgaria EOOD
Месторабота София; Постоянна работа; Пълно работно време
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Account Run Leader

Job Description
 
The Account Run Lead (ARL) is an important function bringing together all RUN Delivery activities to the account and the customer. The position holder acts as the customer facing delivery SPOC (Single point of contact) and ensures accountability in the delivery model.

Working as a member of the RUN Services team the ARL will have line of sight to the customer provided services and represent the single interface to the Account Delivery Lead for those services.

The ARL role is a key part of the Account Delivery Engagement team and will advise the ADL and the customer on recommendations for infrastructure and service improvements enabling the account to meet designated targets and demonstrate the innovation DXC brings to our customers.

The ARL will have end-to-end accountability for customer service across regional boundaries. A primary target is meeting Contractual Service Level Agreements.

 

Key responsibilities:

  • Working across delivery teams to ensure Service Level Agreements (SLAs) are consistently met
  • On large clients working as a part of an ARL team with a designated focus on a specific client division(s) or service segments
  • Interfering with 3rd parties delivering RUN services to the account whereas agreed and applicable
  • Provides leadership, direction and timely updates on account changes and shifted priorities to the service delivery organization
  • Contributing to the account margin by driving recommended cost management activities, productivity programs and delivery consolidation footprint
  • Supporting the penetration of Standard Reference Architecture toolset to the account infrastructure environment to maximize efficiency and minimize risks
  • The ARL is the escalation point for high severity incidents. Leads escalation and restoration process until resolution is achieved. Leads incident reviews for major outages.
 

Education (degree) and professional experience required:

 

Several years of IT experience in management within a large-scale technology environment
Tertiary qualification preferable
 

Personal skills and qualities:

Knowledge and understanding of specific industry environment and business needs
Understanding of commercial context of industry
Working knowledge of ITIL (with at least ITIL Foundations certification) supplemented by practical experience
Ability to fully understand and manage capability-related work and drive a diverse team of employees and suppliers to deliver within rigorous DXC requirements
Ability to drive relationship-building / teamwork and retain strong customer focus
Ability to successfully interact with varying levels of DXC and client leadership
Ability to establish and manage performance metrics
Ability to manage urgent and complex tasks simultaneously
Prudent decision-making
Experience in managing a matrix organization
Negotiation and conflict resolution skills
Strong customer focus and communication skills
Strong vendor management focus, particularly in relation to service management
Knowledge of standard offerings of the Capabilities
Change Management, Risk Management and back-out planning
Financial management, capital and expense budgets
Should be mature enough to accept strategic direction from global capability and be able to work with important external factors such as regional cultures and critical client environments. 
Highly self-motivate
Responds well to and operates effectively under pressure
Deals well with complexity
Collaborative team-player 
Results-oriented
Has initiative and decisiveness
Possesses tenacity and drive
Embraces and champions change
Willing and able to travel whenever necessary to support Account/Client meetings
 
Other requirements:
 

•            Fluent in written and verbal English

•            German is a strong advantage
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