Customer Manager (18663)

Měsíčně:100 000 CZK
Místo:Brno, Ostrava
Začátek:1/2020, Délka: 14 měsíců
Home office:neuvedeno
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For our client, an established technological company, we’re looking for an experienced Customer Manager with strong leadership and service skills.
Location: Brno, Ostrava – FULL REMOTE
Form of cooperation: Freelance contract
Start of cooperation: 11/2019, cooperation until the end of 2020
What will you be working on: 
- Manage the continuous services from service sign off onwards
- Customer interface and escalation point for operational matters
- Leading improvement activities and ensuring proactively that issues are handled and solved properly
- Understanding of incident/problem/change/configuration management and ensuring that customer initiated changes/requests/incidents follow global processes - scope, timing, impacted parties etc.
- Good understanding (on high level) of services provided to the customer – service description, SLA, scope, limitations, pricing model(cost forwarding), catalogue requests & how to order service, contact points and service specific practices
- Reporting (SLA, Volumes, costs quality KPIs, hours reported by specialists)
- Customer team representative in MIM meetings, responsible for escalations and coordination activities from customer part towards Tieto MIM handling teams.
- Ensure that signed SLA is according to service SLA
- Keep continuity plan up to date
· Accountability for the customer set-up from handover to continuous service (e.g. request catalog items, standard changes…) and keeping the delivery data and documentation up to date
What you need to know:
- Excellent leadership skills
- Familiar with ITIL principles (ITIL foundation certification), knows operations delivery process and tools
- IT4IT basics
- Excellent interaction skills with the customer on operative level in continuous services related issues
- Excellent communication and networking skills with fluently spoken and written English
- Basic technical background across full technology range
- Analytical skills