-As a Program Coordinator (ABRM) your primary responsibility will be to manage end to end relationship with the assigned market / customer which includes managing service delivery and service operations, driving operational and financial governance, transitioning and governing services once contract is signed, Identifying, and driving growth opportunities.
-To succeed in the role, ideal candidate will have an experience in global environment with client relationship management and accounts management activities as well as Services delivery management, Transition management, financial governance, and operational governance of the services.
-Manage a strong strategic & operational relationship with key stakeholders in Technology_VOIS and customer side (Heads of Services, Service Owners, CIO’s office IT Governance and PMO, Finance partners, supply chain)
-This role helps curate services delivery with customer point of view across individual internal teams
-Take ownership and drive internal delivery teams (Global Service Lines) and internal support teams (Hiring, Transition, Business Support, and other Enabling functions) as well as influence customers (Local Markets)
-As a part of this role, the Program Coordinator will support BRM to drive account governance (operational / SLA/KPIs and financial/cost control/invoicing etc), Function as a voice of customer, proactively identifying potential risks or issues in BAU Delivery or transition. Curate and propose mitigation, align services lead or GSLs, customer heads of service or services owners.
-On behalf of BRM receive and manage service escalations, translate customer dissatisfaction and complaints related into Service Improvement Plan (SIP) & implement SIPs, manage overall customer satisfaction (CSAT).
-Accountability for the financial governance of the internal customer portfolio including charging and budgeting of respective service (ensuring consistency of the final recharge/invoice values with the BCs/CRs signed with the customer)
-Ownership, preparation, and execution of monthly governance meetings with the customer focussed on the discussion of the strategic questions, service performance highlights/low-lights, pipeline, new opportunities, strategic initiatives, finances.
-Ownership, preparation, and execution of quarterly steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function)
-On behalf of BRM manage accountability for the CSAT and NPS scores evaluated annually via Customer Survey
• Broad and strong IT knowledge with experience in Telco IT Stack, Software engineering, digital technology, OSS/BSS Transformation
• Technology transformation and driving Operational efficiency
• Technology account management/consultancy experience
• Commercial/Financial governance experience
• IT service Management (ITIL),
• Experience in African region will be an advantage
• Project coordination, client engagement and strategic relationship management in IT
• Effective communication skills with business acumen required to interact across global teams across the organization
• Strategic thinking, Creative solutioning, Commercial awareness and financial governance
• Experience in project governance, service delivery management and financial governance for medium to large accounts
Experience:
• ITIL, DevOps, Agile, SAFe,
• Key relationship management, Account mining and farming, Service Delivery management