Accenture

* 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.