Client Service Lead

Client Service Lead (Associate Director) (IT Solutions) - IC Client Description Regional IT services and solutions provider Job Description Responsibilities Drive sales through a close partnership and co-creation with key clients and to ensure that what is sold is delivered with high quality and on time on budget. Key mandates: 1. Drive sales, 2. partner and co‑create with clients through a consulting approach, and 3. ensure quality delivery. Engage the clients C‑suite to help them solve biz problems, ideate their digitalization roadmap and help clients seize biz opportunities through the use of technology. All these requires the CSL to have strong consulting abilities. Act as a leading role in designated key client accounts to build trusted business relationship. It requires the individual to have expertise and unique knowledge in the client’s business and operating industry, in order to create differentiated and tailored value prepositions for the key client accounts. This will be in Digital Organization Design, Digital Strategic and Master Planning, Business Case Development, etc. His work will require close client engagement and interaction and he will need to have the right mix of strong domain and industrial knowledge, so that he understands the complex, business needs of key clients and is able to analyze their needs. Performs his role as a consultant to help the key client achieve its business growth while concurrently acting as a business operator for group to grow the client account in a profitable manner. This role is integral to sustaining and growing core business. He will lead a client account team, which comprises of a Delivery Lead and a Sales Lead. For this, the CSL will be supported by a consulting team and other key staff who are experts in their respective digital, products and platforms fields. Managing a profitable key client account, and developing and operationalizing an account growth plan for an emerging diamond client account. Act as a consultant to clients and be responsible for achieving high client satisfaction score through a deep understanding of business needs via close client engagement and interaction. Developing and maintaining deep key client relationships and a point of view or thought leadership once a year to strengthen company brand position in the marketplace, and responsible for ideation with client to lead to opportunity originations. Key Performance Indicators: Sales, Revenue, Delivered Margin, Client Satisfaction Index, Staff Attrition Rate, Business Practice/Process Compliance. Delivery Lead (Associate Director) Responsibilities Requires full comprehension of group offering from application, infrastructure and communication engineering. He/She is responsible for the service delivery management of all projects for the key client that he/she manages. Ensures that group achieves the revenue, profitability, quality and customer satisfaction targets for the delivery across the LOBs, while also overseeing the customer solutions aspects for the technical proposals to meet these clients’ requirement and win new deals. The role requires deep system integration knowledge to be able to bring together cross‑functional teams. Manages a team of highly motivated individuals in the analysis, design, development, implementation and/or maintenance of systems. He/She should also possess superior project management capabilities and a proven track record in assuming overall responsibility and managing multi‑million dollars projects in both the government and commercial sectors. He/She will also need ‘hands‑on’ knowledge, vast exposure and wealth of experience within vendor and user environment, coupled with a driven and self‑motivated personality. Lead and manage the project delivery teams to deliver the revenue and profit targets for the key client account. Lead and manage the customer solution team during the pre‑tender, tender or trial stages to help in winning new contracts. Manage a team of project directors and managers to ensure timely delivery of services to the customers in a cost‑effective manner. Work closely with Line Of Business to ensure that qualified resources are in place to meet project requirements. Establish responsive business relationship with customers including problem reporting, escalation and resolution processes. Manage risk and the impact of customer change requests, hence identifying all the downstream implications to services, timelines and costs. Manage the service support team for preventive and timely system issue resolution. Manage and monitor the budget and control costs to ensure maximum achievement of revenue and margin. Close the loop by providing feedback to service and/or product offering teams around competitive intelligence and product/service innovation. Constantly look out for new technologies applicable in the sector and work closely with LOBs to ensure that the competency is built for the sector to deploy such technologies, developing deep engineering capabilities in the organization. Implement technology risk and control framework to the team. Develop and communicate delivery status and performance reports. Build and maintain strong partner relationships with key vendors and contractors to serve the clients requirements. Collaborate with various internal stakeholders (e.g. Customer Fronting Unit) and external groups (e.g. vendors) in having close relationship with customers to serve their current and future needs in their respective sectors. Key Performance Indicators: Revenue, Delivered Margin, Client Satisfaction, Staff Attrition Rate, Project on time delivery, Project on budget delivery, Business Practice/Process Compliance. Job Requirements Requirements Degree holder in Engineering, Computer Science or a related discipline. At least 15 years or more in IT or ICT Consulting industry with 8 years or more experience focusing on key account Industry. Consulting practitioner. Key account/client domain knowledge. Ability to architect value and good sales acumen. Good Communication skills. Understand and ability to apply social styles technique to manage stakeholders. Excellent communications and able to work well with executive level and management staff. Delivery Lead (Associate Director) Requirements Degree in Engineering, Computer Science or a related Discipline. PMP Certification and ITIL Certification. At least 15 years’ experiences in Project Management capabilities. Proven track record in assuming overall responsibility and managing multi‑million dollars projects in both the government and commercial sectors. Excellent communications and able to work well with executive level and management staff. Client focused and strong organization and project management skills. Ability to lead multiple teams to deliver robust IT services. Drive and follow up on continuously process improvement exercise in the teams. Proven record of successful staff management in areas of recruitment, performance appraisal and professional development. #J-18808-Ljbffr