Job Details
REGIONAL Service Line Manager
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Company : Avance Consulting Europe
Location : Poland-Krakow
Posted on : 9/2/2010
Referral Reward: Win Referral Reward of € 1,000
No. of Positions: 1
Background
Responsibilities
Role Description.
Context
The Service Line function with the End User Computer SBU is focused on the delivery of EUC services to customers, with the Regional Service Line Manager as the key interface between the customer, the customer focused delivery teams and the rest of the CLIENT organisation. The vision for the Business Unit is to be the Best-in-Class End User Computing Services provider that creates Business Value for our customers, a great personalized service experience for end users and build a work culture of innovation & collaboration to harness the potential of our employees and partners.
The Business Units Mission is to work with our Customers to provide:
• Predictable services: anytime, anywhere, any device,
• new industry benchmarks aligned to business outcome,
• innovation that helps in adopting new technologies for improved end user productivity,
through our global eco-system, thereby providing competitive differentiation for our customers and a sustained profitable growth for our business.
Each Service Line Manager has a number of dedicated accounts where they work, with the track leads and SDMs in the delivery organization and other groups within the SBU to ensure that service meets expected levels of service and that continual improvement and service excellence are core to the ways of working.
A good knowledge of CLIENT processes and methodologies (such as ASSeT), experience of large scale service delivery and transition projects, a high degree of cultural sensitivity and excellent communication skills are critical for the role.
Roles and Responsiblities
The primary objectives of the Role are
• Within assigned account encourage a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm
• Working closely with delivery teams, Implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction
• Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise CLIENT capability
• Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues
• Reduce the cost of delivery by standardisation of Service Delivery processes and technology solutions
• Implement standard governance, reporting and escalation processes across responsible accounts
• For assigned projects ensure successful execution of Due Diligence and Transition to BAU
• Coach Track Leads and SMEs in assigned accounts focusing on both technical and management capabilities.
I'm looking for somebody who can speak English plus one of the major European languages (German or Italian would be best), person needs to have technical experience, probably come from a technical lead background (messaging or windows would be good) and moved into a service delivery role and they need to be fairly mobile
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