About us:
With a strong global presence in over 20 countries, we are the leading digital services provider driving a full suite of digital transformation, cloud, and IT solutions for both enterprise and public sector clients.
Headquartered in Europe with strategic hubs across key markets, our expertise spans multiple industries, enabling organizations to innovate, scale, and thrive in a rapidly evolving digital landscape.
About the role:
Securing and managing the fulfillment of all contracts with a focus on Service Level, Customer Satisfaction, Time, P&L, Quality and Growth.
Act as accountable manager of all aspects of the entire service relationship of the customer for Cloud Services.
Responsibilities:
- Act as overall accountable Manager for Cloud Services in an account.
- Lead all Cloud Service topics within the Account House.
- Maintain regular communication on all levels with the customer.
- Ensure fulfillment of the Customer Contract to ensure Customer Satisfaction, in Time delivery, P&L, service and project Quality and Growth.
Being Quality advocate for the client.
- Manage Order Entry (OE) of all Cloud Services contributions to Farming and Upsell and foster sales pipeline.
Ensure adequate Deal Management is applied to opportunities as required.
- Involve and manage further units (e.g. Expert Sales, Customer Experience Management, Solution Management) to push deals.
- Define and adapt the delivery model in collaboration with the CDM and take care of regular checks on shoring options.
- Where required takeover of MoD (manager on duty) role for the entire organization in case own account involved.
- Lead Customer Satisfaction initiatives.
- Strategic management of customer satisfaction to build long-term customer loyalty.
- Actively run Claim management.
- Conducting Customer and Service Reviews (CDM to present own areas of responsibilities).
- Ensure Continuous Improvement and effective Risk Management is applied on each account.
- Contribute to Innovation Journey of the client, feedback ideas into Account Management and Cloud Services as well to help in building industry expertise.
Requirements:
- Bachelor's Degree in IT, Business, Or related field.
- Min 5-8 years of experience in IT services delivery or consulting.
- Create and foster trustful relationship with clients and partners and embrace value selling.
- Have growth mindset and actively seek and close opportunities (selling).
- Use tools (ServiceNow, AI) to create and share information openly.
- Problem solving and decision making ability.
- Actively train portfolio knowledge and improve personal abilities.
- Be open, resilient and drive change.