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 description:
5–10 years of IT infrastructure/service management experience
ITIL certification (often preferred or required)
PMP or Prince2 is a bonus
Experience managing enterprise customers
Strong communication and stakeholder management skills
Familiarity with managed services environments
Experience handling regional or government projects is advantageous
