Bachelor's Degree in business, computer information systems, or related field; or equivalent experience in IT infrastructure and account management.
2+ years managing service delivery and financials for mid-size or large accounts.
Previous account management experience in a matrixed organization.
Strong command of Microsoft Office Suite and various internet browsers.
Exceptional analytical, problem-solving, and conflict resolution skills.
Responsibilities
Support leadership in managing tower service performance.
Build and maintain partnerships with senior-level employees across client organizations.
Drive governance processes agreed upon with clients.
Lead client review sessions on a weekly, monthly, and quarterly basis.
Track commitments and ensure departmental performance against activities.
Ensure continuous process improvements for enhanced performance levels.
Serve as the primary account contact for departmental operations and client needs.
Benefits
Opportunity for professional growth and development.
Collaborative work environment with cross-functional teams.
Engagement with senior leadership and client interactions.
Flexibility in work approach and adaptability to change.
Full Job Description
Supports the leadership team in the management of tower service performance
Builds and maintain effective partnerships with senior level employees across their clients
Drives governance process/structure that has been agreed to with clients
Leads all client weekly, monthly and quarterly review sessions
Keeps track of commitments and ensures department performance against committed activities
Ensures continuous process improvements to support improved performance levels
Supports and engages with leadership to provide account status
Responsible for account profitability management as related to the department operations
Serves as the primary account contact for the various department operations & client needs
Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals
Participates in capacity/demand planning
Responsible for handling, escalating, and responding to client issues, account problem analysis, and making requested service improvements
Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service
Accountable for business continuity of account & account SLA attainment
Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, average handle time, etc.)
Responsible for ensuring the achievement of account margin targets across multiple departments.
Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed
Partners with Service Delivery organization and delivery teams to develop plans and strategies to ensure continued success of given account(s)
Responsible for driving productivity and efficiency measures through tower leadership
Works cross-functionally with the client teams on demand planning
Responsible for identifying opportunities within the client organization including process improvement and additional service lines
Performs other duties as assigned by management.
REQUIRED QUALIFICATIONS
Bachelor's Degree in business, computer information systems (CIS), or other related discipline; or some college with 2-3 years of IT infrastructure experience and 3-5 years in an account management role
2+ years managing the service delivery and financials of mid-size or large complex accounts
Previous account management experience while working across a matrixed organization
KNOWLEDGE, SKILLS AND ABILITIES
Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.
Ability to work independently.
Flexible/adaptable approach to work.
Strong written and verbal communication skills.
Excellent customer service, problem solving and conflict resolution skills.
Proven team player with outstanding interpersonal and communication (written and oral) skills.
Exceptional analytical and process development skills.
Ability to motivate others to perform above normal expectations.
Ability to manage multiple issues at one time with exceptional follow through.
PREFERRED QUALIFICATIONS
Experience working within an ITO service desk.
Advanced/Expert ITIL certifications achieved
Experience working with ServiceNow
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
Must be able to read computer screens and printed documents.
Must be able to work at a computer for long periods of time.
Must be able to enter data into a computer efficiently and correctly.
Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.
Must be able to travel to Bell Techlogix and client sites; 30 - 50% at peak.
