Détails de l'annonce
Référence:
115980
Publiée le:
2 mai 2020
Type de poste:
CDI
Lieu de travail:
Ariana, Tunisie
Expérience:
Aucune expérience
Étude:
Bac + 3
Disponibilité:
Plein temps
Langues:
Anglais
Entreprise:
anonymous logo
HEWLETT PACKARD ENTREPRISES
Secteur: informatique / télécoms
Taille: Entre 200 et 500 employés
Description de l'annonce:

Job Description

The Account Support Manager (ASM) is a named contract assigned local resource, and leads the account delivery team for that contract. An ASM is responsible for developing and maintaining a strong trusted relationship with their assigned customer(s), and the overall service experience from HPE. An ASM acts as a partner who manages the delivery of contracted proactive support related services. ASMs are onsite IT consultants with broad multi-technology knowledge, able to understand the customers IT end to end and broker engagement of deeply technical back-end resources when required. The ASM is an interface for customers in planning service improvements. They are responsible for monitoring the actual service level compared with the Service Level Agreement (defined in the Statement of Work), cost of delivery, revenue growth through upselling opportunities, profitability, and contract retention.

A Remote ASM is an ASM that performs their duty from a remote location.

Essential Job Functions:

• Manages the delivery of contracted proactive support related services through the whole delivery lifecycle: Installation, Services delivery support.

• Defines the Account Support Plan on the basis of the Service Level Agreement

• Conducts Operational Review Meetings and is responsible for the implementation of planned activities

• Drives the delivery of technical proactive activities for base software, applications and solutions support

• Takes an active part in organizing the delivery of technical support services/solutions

• Understands customer's specific IT needs and brokers engagement of deeply technical back-end resources as required

• Knows the IT environment of the customer from an end to end point of view in order to facilitate customers’ business targets within the boundaries of the support contract

• Reference for the customer and leads the delivery team and resources for assigned accounts

• Monitors the actual service level vs. the defined and agreed SLA

• Conducts Support Planning and Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts

• Communicates with customer on an ongoing basis on all aspects of service support

• Understands standard procedures of Project Management and Change Management

• Supports the customer in problem/escalation management

Requirements:

• Analytical and problem solving skills

• Excellent verbal and written communication skills in English (mandatory)

• Good verbal and written communication skills in French is a plus

• Degree in IT is a major plus

• Proven client relationship management skills is a major plus

• Strong influencing and presentation skills

• Broad multi-technology knowledge

• Understanding and ability to demonstrate the main principles of Service Management

• Certified in IT Service Management (ITIL V3/V4) is a major plus

• Financial knowledge in cost of delivery, margin and revenue basics is a plus