This job was posted by https://illinoisjoblink.illinois.gov : For more
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https://illinoisjoblink.illinois.gov/jobs/11837503 Job Description
Summary
Acts as client advocate and point person for Managed Services clients
consuming multiple service lines. Establishes strong relationships with
key client decision makers to understand client culture and
requirements. Maps those facets to Logicalis offerings to ensure a win
win partnership is created delivering lasting client value and Logicalis
profitability. Responsible for all aspects of service level performance
and billing along with delivery of continuous improvement.
Essential Duties and Responsibilities
- Collaborates with key client staff to understand vision,
requirements and needs.
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- Collaborates with Logicalis support team, Solution Architects,
Account Executives and internal Managed Services staff, to shape and
drive client deliverables.
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- Manages scope of contract delivery to contractual Service Level
Agreement (SLAs) performance and communicate any failures.
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- Leads and manages Business Review Program in accordance of the
governance model on behalf of client.
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- Manages Change Review process for clients ensuring client
satisfaction and contractual integrity is maintained.
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- Drive strategic value in business reviews to drive growth, expansion
and adoptance.
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- Enables service delivery by owning Service-Now documentation.
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- Exceed client expectations and drive the voice of the customer
within Logicalis and collaborate across service teams driving up
customer experience and success.
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- Coordinates major client work efforts with appropriate Logicalis
staff.
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- Leads effort for new client integrations and existing clients\' new
service and/or device integration or de-integration.
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- Drives process improvements that increase client satisfaction.
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- Enables support team through client specific training.
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- Acts as communication focal point for service effecting incidents.
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- Ensures monthly billing is accurate and time and materials (T&M)
efforts are properly tracked.
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- Esnure the customer has a positive experience when
onboarding/offboarding new service portfolio items across services
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- Demonstrates and actively promotes an understanding and commitment
to the mission of Logicalis through performing behaviors consistent
with the organization\'s values.
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- Maintains a working knowledge of applicable Federal, State, and
Local laws and regulations as well as policies and procedures of
Logicalis in order to ensure adherence in a manner that reflects
honest, ethical and professional behaviors.
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- Supports and conducts self in a manner consistent with client
service expectations.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certification
Education:
- Bachelor\'s Degree in a related field.
Experience / Technical Requirements
- 10 years experience in IT nfrastructure management and/or vendor
management; knowledge of IT provider\'s services and qualifying
factors in order to understand how client requirements will affect
delivery.
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- 3 years of Account or delivery management experience.
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- Exposure or training in ITIL foundations.
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- Proficient use of all Microsoft Office applications.
May consider an equivalent combination of education and experience.
Certifications
- Project Management Professional (PMP).
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- ITIL V3 or more recent version.
Other Skills and Abilities
- Reasonable technical understanding and ability to translate
technical requirements and specifications into easily understood
business concepts and vice versa.
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- Ability to provide continuous improvement ideas and opportunities
within boundaries of client\'s limitations (resource, budgetary,
legal etc.).
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- Strong organizational skills, attention to detail and flexibility.
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- Ability to multi-task and reprioritize work efforts as necessary.
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- Possess relationship management abilities; strong client-facing
skills.
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- Excellent presentation skills.
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- Ability to work under pressure and strong ability to \"think on your
feet\".
Self-sta