Owns the customer operational business relationship of large accounts, often with global / regional reach. Develops and nurtures senior management relationships with the customer to achieve excellent customer satisfaction.
Acts as a point of contact for operational & tactical issues of high complexity, representing delivery of all services (all functions) to the customer : manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
Plans and leads expense / cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
identifying & recommending optimization while managing scope, resources & coordination. Contributes to strategic account plan.
Identifies incremental revenue opportunities and supports pursuit activities. Assures compliance with HP and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
Acts as a team or project leader for medium and large AST / delivery teams by providing managerial and technical direction.
Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers : identifying & analyzing gaps to develop & implement corrective actions plans.
Develops & manages account service delivery plan. Contributes to strategic account plan. Negotiates with and manages 3rd party vendors contributing to contractual requirements.
Consults in presales & change order negotiations, representing & approving delivery capability & cost solution. Contributes to knowledge management capture, documentation & publication to drive organizational maturity.
Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
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