- Acts as the single owner responsible for meeting customer contractual Service Level Agreements (SLAs) for run delivery activities in an account - Responsible for day to day run services delivery coordination and execution of tasks across all offering domains for a given account - Meets and exceeds customer expectations for run services delivery deadlines, quality and adherence to financial POR in the account

- Point of Contact (POC) coordinating some run parts of the delivery activities for an account delivery lead - Develops comprehensive plan to deliver run outcomes across relevant service offering to meet cost/service/quality requirements in SLAs - Acts as 24/7 point of contact for identification, escalation of all run service issues - Consults on technical review of Customer Contract Change requests and coordinates delivery related changes to any amendments requested - Responsible for driving down run delivery cost and providing cost efficiencies - Support and drive implementation of productivity programs such as LEAN & Automation and ensure adoption of the Standard NGDM Delivery Model - Leads the “Joint Account Delivery Review” - Conducts service delivery reviews with the Delivery Leads - Reviewing the Continual Service Improvement (CSI) Plans - Acts as the primary point of contact to address outages - Single point of accountability for Run services in the Critical Incident Handling Process acting as the Production Environment Manager (PEM) - Responsible for deployment and oversight of Rapid Response Teams reactive teams in the case of run failures for an account; leads critical incidents resolution across service - Drive a Zero Defect/Zero Outage mentality in the delivery teams, including 3rd parties - Work with APL to ensure new builds / Solutions do not impact Run delivery or the customer’s services

Bachelor Degree BAC+4/5 (Engineering school, university) MBA will be highly appreciated - Niveau d’expérience professionnelle: Minimum of 6 years working experience in IT gouvernance as well as customer care service

Type compétences Compétence Niveau sur 3 Compétences Techniques - OFFICE 365, (Excel and functions) - PPMC, ITIL & CMMI 3 Compétences comportementales - Responsability - Accountability - Respect - Integrity 3 Langues - Anglais - Français