Accenture

Job Description Drive Service Management Activities

Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery

Organize governance and service committee

Report and control operation consumption for billing (Man-day, Hardware/Cloud resources)

Coordinate Operation Efficiency

Drive P1 communication on Incident Management

Ensure ITIL Operation process are respected

Manage continuous improvement and avoid recurrency through Problem management

Guarantee qualification and billing model for Change & Service Request

Maintain CMDB and Knowledge Management

Contract Management & Business Development

Ensure Service Level Agreement compliancy

Understand Customer business activities

Understands LBN service portfolio

Customer Relationship & Satisfaction

Ensure close relationship with the customer

Help to identify or contact the relevant stakeholders

Ensure CSR KPI improvement

Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans

Ambassador for Accenture Spirit ©

Share Accenture success experience & legacy

Be Accenture spirit ambassador

Relay the local & regional messages & strategy

Ease the inter-site communication/cross cultural aspects

Multi-dimensional expertise

Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement

Crisis management for major situation related to customer in his scope

Identify opportunities to improve operational efficiency and productivity.

SHOW LESS Qualifications Job Qualifications

Must have

Service management experience

Strong knowledge in IT Infrastructure Production environment

Experienced in Cloud based environment like AWS, Azure, AliCloud, etc is a plus

Fluency in written and spoken English language is a must

Nice to have

BSc/MSc in Computer Science & Engineering or in business administration

3-5 years managing service contract in IT infrastructure

ITIL V3 or V4 Foundation

Cloud fundamentals

Interpersonal skills proficiency

Good Leadership and management competencies

Good presentation & communication skills

Automation mindset

Market/IT Industry understanding

Able to work flexible hours, including weekends by the needs of the business

Able to work overtime, as needed