Senior CEM Consultant

2 months ago


bangalore, India Spigot Software Pvt Ltd Full time

Senior CEM (Service Delivery)


Job Responsibilities :


- Manage the Technical Relationship with client.


- Own the complete SLAs and Service Delivery for the client.


- Expected to work with technical domain leads for building SIPs and handle client escalation.


- Responsible for Client CSAT


- Responsibility for profitability of account & billing


- Accountability on critical changes, communication, and business restoration


- Regular capacity reviews, Focus on quality metrics.


- Identifying critical paths in delivery, inputs for design change


- Engage and communicate with Sr. Management and Supplier Management team of client on regular basis.


Primary Skill Set :


- Customer Engagement and Service Level Management


- Business requirement analysis, real time business expansion


- Technology and Business change management, Cost analysis


- Service Improvements and Collections and Cost analysis.


- Communication and engagement model development


- Governance, Reporting, Reviews, Risk mitigations and escalations


- Trend Analysis, QBR's BRD inputs, Capacity inputs


- Operations and Design team engagement and business reporting


- Business impact analysis


- Periodic collection tracking and reporting, Cost analysis in reporting


Secondary Skill Set :


- Understanding of Cost of service


- Experience in Technology and Business change management.


- Major Incident Managed /Contribution


- Involvement in infrastructure SIPs


Experience :


- 10+ years of experience in managing IT Infrastructure, handling Customer front, and managing Service Delivery


Soft Skills :


- Good/Excellent Communication Skills (Speak, Read, Write)


- Report Writing


- Analytical & problem-solving skills


- Good presentation skills


- Willingness to Continually Learn


- Team Player & People Management


Education :


- Any Graduate, preferably from IT background

(ref:hirist.tech)
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