Position Summary and Primary Objectives

• The primary objective for this position is to establish and maintain high levels of Client satisfaction by meeting agreed service performance targets to achieve a profitable long-term business relationship with a specific Client or set of Clients.
• The position is the primary point of contact in managing all aspects of the service engagement with the client, including governance, service level management, and in-contract growth or innovation through intimate multi-level relationships.
• The position has oversight for a specific account or set of accounts P & L.

Main Duties / Key Accountabilities

• Planning, organizing, negotiating, staffing, directing, and controlling all aspects of a specific client contract or contracts.
• Drive regular cadence for service governance with senior client representatives
• Run regular operational committees with internal and external stakeholders
• Attaining service level agreements, revenue protection and growth, controlling cost, asset security and audit readiness.
• Acts as the final escalation point for the Client ensuring executives are promptly notified and properly engaged to quickly address critical Client Service Issues.
• Establishing and maintaining plans and programs for a high level of Client satisfaction.
• Initiates continuous contract service reviews in order to report on contract performance
• Total responsibility and accountability for all aspects of contract profitability, base-line control, contract administration and the operational P & L.
• Lead and collaborate with a diverse global cross-functional team across different time zones providing leadership, direction and influence at the highest level, championing the client
• Ensure effective team performance and meeting of daily, weekly and monthly targets through monitoring of performance data and the application of standard Performance Management procedures.
• Promote innovation in the contract identifying changing client needs and identifying internal resources to assist.

Requirements of Education, Training and Experience

• Regional / global service delivery management experience in Managed Services, especially Network and Security.
• Good understanding of technology solutions especially in networking and security. Good to have hybrid IT experience.
• Experienced in successful delivery of complex / outsourced services tailored to the unique requirements of the client and that deliver measurable business value
• Demonstrated track record in driving innovation and qualify new opportunities based on client expressed needs.
• Able to understand financial to manage the actual P&L. Understand what is costed and delivery against plan cost with countries.
• Handle change request including commercial pricing with Sales.
• Knowledgeable in multi-sourcing concepts and how to create services that aligns with a client’s use of multi-sourcing.
• Experienced in forming new and enduring matrixes teams focused on clear common objectives, client delivery and business results.
• Relevant experience in managing and leading the functional areas related to the specific job role.
• Relevant Tertiary qualification.

Personal Attributes and Skills Required

• Demonstration of organisational core values of Pro-activity, Teamwork, Professional Excellence, Partnership, Personal Commitment and Multi-Cultural Strength.
• Drive and determination to deliver high quality output regardless of the challenges.
• Excellent communication skills, particularly the ability to influence, negotiate through face to face communication with individuals and audiences, and build client relationship.
• Apply effective managerial judgement and discretion in accordance with accountabilities, Client and organisational values.
• Drive decision making and problem solving to achieve project outcome for Client and resolve complex/difficult/sensitive situations.
• Ability to learn new skills and work in variable and demanding environment
• Perceptiveness in understanding explicit and implicit messages i.e. an ability to read between the lines.
• Extensive operational experience with a record of achievement in the management of a team engaged in a diverse range of activities in order to provide service and support in a competitive business environment.
• Possession of key management and leadership skills with a demonstrated capacity to perform planning, organising, resourcing, directing and controlling of resources and processes to achieve desired business objective.
• Ability to present solutions to business situations while gaining acceptance and support to initiatives across functional groups within the business.
• Excellent understanding of Clients business needs & the ability to develop Client, supplier, vendor & partner relationships.
• Permanent Hong Kong Resident is preferred.