Senior Project Manager

2 weeks ago

Hilliard OH United States HCLTech Full time

Position: Senior Project Manager/CSM

Location: Hilliard, Ohio United States

Fulltime (Onsite)

Job Description:

Summary - SPM/CSM Responsibilities:

  • ITIL Certified
  • Hands-on experience in Incident Management, Problem Management, Change Management and Service Level Management
  • Good experience in understanding Contracts
  • Proven communication with customer
  • Experience in Network Telecom domain a must
  • Good communication in English
  • Minimum 5 years of experience

Detailed Job Description: SPM/CSM

The Service Program Manager (“SPM”), also known as Customer Service Manager (“CSM) provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided by customer. The SPM serves as the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process. SPM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship.

This includes management of Client Operations and achievement of associated service levels that deliver contracted business outcomes for the end clients. The SPM also has responsibility for maintaining existing Customer relationships as well as developing new relationships and works in tandem with the assigned sales account managers for the Customer. The SPM provides value to the Customer through the delivery of services from transition into operations. The SPM oversees the execution of the Customers service management governance including monitoring and reporting on the service level agreements. The overall goal of the SPM role is to closely partner with Customers on their business needs and outcome.

1.14.1 Responsibilities include:

Conduct service management review in collaboration with key client stakeholders to ensure services and performance are aligned with the Customer’s business plans

Overall relationship management with the Customer

Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract.

Manage Customer enablement duties such as customer portal overview, training, access requests and ongoing Customer needs.

Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.

Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.

Collaborate with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively.

Identify ongoing benefits, opportunities, and innovation for continual service improvement

Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.

Partners closely with sales for growth enablement.

Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.

Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization and resolution of escalations, as appropriate.

Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.

Establish periodic status meetings with the Customer to discuss status of contractual relationship.

Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule.

Presents a formal monthly program review for the Customer, examining all aspects of the customer solution in the previous month, highlighting successes and failures, and recommending measures for improvement

Monitors ongoing service management to ensure compliance with SLAs and performance commitments.

Ensures that all deliverables agreed under the Customer agreement are duly completed, delivered and approved.

1.14.2 Skills and Qualifications

Bachelor's degree or equivalent required.

Minimum 5-7 years’ experience in Customer Service, Project Management and/or Telco services

Strong organizational, presentation, and problem-solving skills

Demonstrated experience with verbal and written communication

Business and financial acumen

Ability to communicate with multiple levels of leadership

ITIL Foundation Certification

Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of products

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