Account Liaison
Account Liaison
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Job Description
Responsibilities:
- Build and maintain relationships between the client and Stefanini under the supervision of and as mandated by the Service Manager;
- Conduct Joint Management (Client) meetings and project meetings;
- Provide data used in the preparation of weekly and monthly reporting;
- Respond to contractual deliverables;
- Single Point of Contact for quality/technical issues or other concerns from the client related to the overall quality of the service;
- Support the Service Integration process between multiple vendors together with the Service Manager and the Client Delivery Management team;
- Ability to understand/manage COS/SOW;
- Ensure quality objectives are met for the assigned operational areas;
- Report issues and concerns to operational or account management as appropriate;
- Assist the Quality Specialist in the Root Cause analysis process;
- Recommend and implement changes to operational processes and practice in cooperation with and under the direction of the Service Manager/Service Delivery Manager;
- Assist the Service Manager/Service Delivery Manager in driving Continuous Service Improvement activities;
- Assist the Service Manager/Service Delivery Management in the Change Management process and collaborate with the Knowledge Management and Training teams to keep the knowledge base and the training curricula updated at all times and with all changes;
- Identify efficiencies and articulate recommendations for adoption and implementation;
- Drive the improvement of processes and procedures and assist the Service Manager/Service Delivery Manager in the Process Alignment endeavor;
- Assist the Incident Controller in the Outage Management and act as the hierarchical escalation.
Requirements:
- Minimum 9 months working experience within Stefanini on the Kraft Heinz project
- English proficiency is a must;
- Availability to travel once per year in assigned regions: EMEA (Manchester and Lagos) and APAC (Jakarta and Mulgrave);
- Extensive knowledge ofService Delivery processes and procedures;
- High level understanding of various technologies such as Active Directory Exchange ERP systems Windows Mobile Operating Systems etc.;
- Knowledge of Business Process Improvement methodologies such as Lean Six Sigma is welcome but not mandatory;
- ITIL Foundations Certification is welcome but not mandatory;
- Strong on driving process improvement;
- Ability to understand/deliver SLA/OLA/ASA metrics;
Whats next:
Its best to apply today because job postings can be taken down and we wouldnt want you to miss this opportunity.
In case you will need further information just send us a message at and well be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group we value plurality and equity regardless of race sexual orientation disability age ancestry religion gender and nationality. We understand and encourage the importance of being you!
About us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services manufacturing telecommunications chemical services technology public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant passionate team-oriented workplace. If you are a customer-centric person with a get it done attitude come over for coffee and a talk on your future career with us! Learn more about us on and join us on LinkedIn Facebook and Instagram where we regularly post insights from our colleagues.
Employment Type
Contract
