Job Description

5.00 to 20.00 Years
SYDNEY [Australia]
¿ Single point of contact and service delivery advocate between Tech Mahindra Delivery Teams and the Client ensuring that all contracted deliverables are met within Service Levels.¿ Operational Risk Management in conjunction with Operations Lead¿ Ensure compliance with and execution of all contractual obligations¿ Collate and report on program  performance¿ Responsible for managing existing operations and implementing new operational processes.¿ Managing expectations across all stakeholder groups.¿ Capture customer satisfaction feedback and use to improve service delivery.¿ Determine any required remediation related to service short coming, in agreement with IT Operations Manager and Service Management team leader.¿ Manage operational processes, promoting consistent delivery to a high level of quality and adherence to contractual obligation.¿ Ensure that customer reporting is completed and presented to the customer by the dates agreed to in the contract or mutually agreed schedule.¿ Take ownership for any support issues or client escalations.¿ Ensure that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations¿ Ensure a culture of service management excellence is developed and maintained.¿ Ensure service delivery by ensuring that the right employees, equipment and products are deployed and available and that the service delivered meets the quality requirements agreed with the client.¿ Identify risks to solution implementation.¿ Drive the resolution of escalated problems.¿ Build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts.¿ Optimize service delivery processes¿ Customise the customers need and consult with the technical team to provide solutions as per the delivery¿ Creating framework for speedy resolution of end user issues to facilitate quick resolution of escalated issues.¿ Improving the quality of support delivered in various functions (Helpdesk & Production Support).¿ Ensuring proper IT Helpdesk Support to the staff for various IT related operations with maximum up time.