Job Details

Account Service Manager – Public Sector Location: • Austin, TX preferred • Dallas, TX possibleThe SM role supports Service Delivery management and Sub-tower Management and acts as an interface between Account Service Team and the Service Delivery Team.Works with the Service Deliver Manager (SDM) to gain understanding of the client, the contract, the business context, and the priority of the account Supports new service or new account readiness review escalations Orchestrates end to end services for the service line, and for all other service lines as needed to deliver service (top of stack principle)As a member of the Account Service Team, the single interface to the SDM for the service line, wherever the services are run Ensures that the critical operating tasks are successfully managed along the contract lifecycle through implementation of the relevant policies and standards in compliance with security policiesCreates strong cooperation with SMC to ensure that customer is operating using standard methods and tools whenever applicable, requesting SDM support when a change is customer requested/requiredEnsures the provisioning of daily/weekly account dashboardsEnsures proper volume forecast and volume evolution is communicated between account and delivery for proper reporting and internal billingResponsible for creating or validating the solution part of limited upselling proposals (within delegation (volume, risk, standardization)Ensures up to date Service and internal Purchase Orders Attends the service reviews and undertake the appropriate actionsResponsible for the account operations, service processes usage, capacity planning & business backlog within the Tower, scope & evolution requests For all significant changes and implementations, drives the completion of the service acceptance, technical assurance, volume forecast and handover processesEnsures that all new services and accounts are managed via the acceptance management process, escalating all non-compliance to avoid impact to Client and Delivery capability.Management of the (continuous) Service Improvement Plan Background & Experience: Business or ITrelated bachelor's degree or related work experienceProven leadership background Strong interpersonal skills, a demonstrated ability to build strong relationships in a liaison role with IT personnel at all levels, and the ability to clearly articulate technology topics within all levels of an organizationDemonstrated background functioning in complex and challenging customer environments while maintaining the ability to influence change and negotiate mutual beneficial solutions and understandings.Excellent organizational, strategic/tactical planning and team management experienceCustomer relationship management experience Project / program management and quality control background Experience with business softwareStrong understanding of IT Service Management frameworks like ITIL, MOF, COBITRequirements: 10 years' experience Must have Public Sector and Defense market experience.P & L experience i.e. - cut cost, improved margins, revenue, and marginExperience managing client relationships.Experience managing contract P&Ls and selling managed services to C-level executives.Proven ability to develop and maintain effective internal and external business relationships.Experience working with clients and selling into the PSD market.#LI-US #LI-REMOTE