• Presenting overall Managed Service performance to CUSTOMER’s senior stakeholders during the Steering Group meetings
• Work with the CUSTOMER Project Manager to manage commitments, requirements, and expectations.
• Monitor the performance of Services delivered and verify that all service standards as specified in this proposal are met.
• Establish and execute the account management disciplines, business management processes, and associated reporting to CUSTOMER.
• Review the Scope of services and the contractual responsibilities of both parties
• Review the ABA standard invoice format and billing procedure to be used on the Services Delivery, with CUSTOMER Support Manager;
• Participate in regularly scheduled Service Delivery status meetings as needed
• Prepare and submit monthly and quarterly status reports
• Manage the Services request volume
• Communicate immediately any inability to perform the Services as defined in the Scope of Services in this proposal.
• Communicate any capacity for Services issues or limitations as soon as they become apparent.
• Works with CUSTOMER Project Manager and CUSTOMER IT Manager to manage teamwork plan and deliver the milestones on time and within budget
• Work to resolve business and technical issues
• Monitor resolution and close Service Incidents when resolved
• Track Service Incidents and Service Requests for analysis and reporting;
• Verifies consistent deliverables across teams, providing quality review and assurance
• Develop a work plan, set deadlines, and coordinate activities
• Manage changes and enhancements
• Monitoring the status of tasks and timelines
• Assess issues and risks
• Manage resources offshore
• Coordinates with staff to provide status reporting, action item management and tracking