Purpose

Key Missions

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
• Monitors customer service KPIs and maintenance budget, and drives associated action plans
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer

Profile & Other Information

• 5–10 years of IT infrastructure/service management experience
• ITIL certification (often preferred or required)
• PMP or Prince2 is a bonus
• Experience managing enterprise customers
• Strong communication and stakeholder management skills
• Familiarity with managed services environments
• Experience handling regional or government projects is advantageous