Job description:
Purpose This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.
Key Missions - Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
- Monitors customer service KPIs and maintenance budget, and drives associated action plans
- Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Understands technical specification and client requirements, and solution architecture
- Defines strategy and manages maintenance activities for simple solutions
- Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
- Prepares and communicates Supports Activities Reports
- Presents results to customer
Profile & Other Information - 5–10 years of IT infrastructure/service management experience
- ITIL certification (often preferred or required)
- Experience managing enterprise customers
- Strong communication and stakeholder management skills
- Familiarity with managed services environments
- Experience handling regional or government projects is advantageous
