IT Manager /Account Support Manager
About the role:
You are responsible for developing and maintaining a strong trusted relationship with the assigned customers, and the overall service experience.
You will be act as a partner who manages the delivery of contracted proactive support related services. You are on-site IT consultants with broad multi-technology knowledge, able to understand the customers IT end to end and broker engagement of deeply technical back-end resources when required.
You are an interface for customers in planning service improvements. You are responsible for monitoring the actual service level compared with the Service Level Agreement, cost of delivery, revenue growth through up-selling opportunities, profitability, and contract retention.
Key Responsibilities:
- Manages the delivery of contracted proactive support related services through the whole delivery lifecycle: Installation, Services delivery support.
- Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers/ business needs and, consequently, for understanding customers.
- As trusted advisor create and maintain effective customer relationships so as to ensure customer satisfaction.
- Maintain knowledge of leading-edge technologies and industry/market domain knowledge.
- Actively contribute to client's solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects.
- Shape technical direction and technical strategies within the organization and for external customers.
- Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals.
- Contribute to organization's profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.
About you:
- Proven experience as a Subject matter Expert to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
- IT end to end understanding of credibility for decision maker conversations.
- Virtualization and Operating system project/ environment knowledge.
- ITIL certified (V3 Foundation to V3 expert).
- Understanding and ability to demonstrate main principles of Service Management.
- Demonstrate strong knowledge in at least three major technology areas.
- Technical expertise is sought after and provided to several projects/accounts.
- Demonstrate in-depth knowledge of assigned technology and discipline area.
- Demonstrate in-depth knowledge of corporate organisation and policies
- Advanced level business, technical, or functional knowledge.
- Works on problems/projects of diverse complexity and scope.
- Financial expertise in cost of delivery, margin and revenue basics.
- Ability to expand customer relationships beyond IT management to the IT Decision makers who are responsible for IT Strategy and Budget.
- Understanding and ability to demonstrate the main principles of Service Management Software & Tools (PSA).
If you are interested, click on the APPLY NOW button and send through an updated copy of your CV.
Jyoti Dua
Information Technology
Key Account Consultant
Let's Connect
https://www.linkedin.com/in/jyoti-dua-45a0478/
+ 61 2 9263 8644
ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
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State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856
