IT Service Performance Manager

SUMMARY:

To provide an IT Account Management service to support the company’s clients.  This is a Senior Client Management role to support the CE business Retail operations.

POSITION INFO:

Responsibilities / Job Function 

• Develop relationships with senior business stakeholders (Business Development, BPO Operations Managers, Commercial and Finance directors)
• Act as the IT escalation point of contact
• Develop a deep understanding of the business strategies and objectives within each client account
• Lead promotion of IT solutions in support of continuous improvement and growth agenda
• Knowledge of the client account commercials – financial construct of the account (revenue generation and margin improvements)
• Comprehensive knowledge of our legal requirements – our obligations and exposure
• Responsible for the identification & communication of demand from the client accounts into IT
• Risk identification, communication and reporting
• Promotion of IT Strategy into the client accounts
• Management of contract renewals
• Accountable for facilitating IT solutions and commercials in support of CCM new business opportunities including:
• Deliver bid submissions on-time and within agreed budget
• Engagement and facilitation of IT resources in support of bid submission
• Represent IT in client presentations, meetings and workshops
• Working with 3rd party suppliers and internal service providers in support of proposals and bid submissions
• Identify the IT solution to meet business requirements, in conjunction with wider IT Teams - Architects and SME’s
• Ensure IT solution is fit for purpose within wider CCM business – Leading discussions with Senior Stakeholders in IT and CCM functional areas
• Manage the IT solution review / sign off with IT Senior Management Team

 
Essential Experience / Skills

Has more than 10 years of relevant experience

Relationship management:

• Manage and build relationship across IT function and Senior Management Team
• Manage and build relationships within CCM cross functional areas
• Manage relationships with 3rd Party Suppliers
• Bid management
• Manage multiple bids at any one time
• Meeting new business submission timescales
• Overall accountability for delivery of IT bid content

Commercial: 

• Own and manage the IT commercial model for new business opportunities
• Review and sign-off Commercials with IT Senior Team and CCM Commercial Teams

Opportunities:

• Building IT proposals working alongside IT SME’s

Desired Experience / Skills

• Account Management background
• Display strong commercial awareness
• Excellent communicator – verbal and written
• Able to communicate effectively with / influence both non-IT and IT professionals
• Experience of working with internal and external stakeholders
• Experience of working in BPO or IT outsourcing industries
• Information Technology (or similar) degree or equivalent experience
• This is not a Sales targeted role

Personal Attributes

• Must have strong stakeholder management skills
• Experience working with blue chip accounts
• IT Account Management experience

Should you meet all the requirements and wish to apply, please send your latest CV and motivation to --------Please upload your CV here-------->

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