WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
10 years of professional in IT/BPO industry with broad experience in IT service delivery /operations covering service management, service desk ,call center . Specialties: IT Service Management,Service Delivery &Service Desk Management.
Account Management : Single point of contact and trusted business advisor to Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure. Technical Service & Support : Solve something unexpected working with Customer Service and Support colleagues and manage an incident through resolution. Technical Knowledge : Develop technical depth by ensuring product improvement with Microsoft or operational support with the customer’s IT environment. Partnering : By maintaining a long-term relationship with customers a Technical Account Manager gains an understanding of the customer’s IT organization’s impact on overall business, their IT goals and pain points.
Oversee the delivery of committed services as per the contract between Mesiniaga and the customer. Manages cost and efficiency, business controls, and teamwork, delivery of the Service to Contracted SLA. Currently managing the largest IT outsourcing team of (50 FTE) for commercial accounts which consist of service desk level 1& 2 support, request management analyst, desktop support ,server support engineer and project engineers. Manage the hiring, development and deployment of manpower required for the outsourcing engagement. Manage the relationship with all stakeholders, both internal and external to ensure satisfactory delivery of services rendered, i.e. Service Improvement Plan tracker, issue logs, etc. Develop, execute and monitor improvement initiatives involving operations, people development and productivity. Ensure resolution of operational issues as per the committed service level agreement Develop and execute plans concerning the enhancement of capabilities within the team. Analyzed and report on the performance of the entire operations including customer satisfaction indexes. Acts as the focal and escalation point on behalf of the company to deliver services as per agreed within contract engagement
-Act as trusted advisor to customer’s management, providing leadership to customer and internal teams with the aim of enhancing the services provided by the company. -Primary contact for all service operational and tactical issues for the Customer and HP delivery organizations. -Manage and forecast service revenue and cost and maximizes account profitability, oversees P&L for account managed. -Set up and manage Account Governance Model with customers to jointly manage account delivery activities and escalations. -Plan and implement processes/tools/technologies for operational management so as to meet agreed committed Service Level Agreements (SLAs).
Single point of contact and act as advocate between IT Service Delivery and external clients for APAC Region. Manage functional supporting/delivery team to ensure efficient services are delivered to external commercial clients.