Job Description
The purpose of this role (Technical Account Manager) is to implement and improve IT systems, taking ownership of technical project management for clients, and to maintain the relationship between client IT and WNS Enterprise IT during implementation and for life of the contract.
Tasks include but are not limited to:
• IT Project Management when onboarding new clients• Joining broader project management team for weekly updates on new transitions, including weekly reporting to all stakeholders• Draw up project plans and timelines
• IT Procurement• Good communicator
• Organizing IT resources to meet PMO/Client timelines
.• Maintain relationship with client/client IT into BAU environment• To collaborate with the I.T Managers and ensure the smooth running of their client’s IT Operations
• Take ownership of any IT outage that falls outside of usual BAU process, organizing fastest possible resolutions with least amount of downtime.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action
.• Take ownership of Solution Design Document creation and maintenance into BAU. Regularly updating document’s when required
• Owning project/client change requests within IT environment
• Must be prepared to chase stakeholders for outstanding actions
• Host meetings and circulate minutes/actions clearly and concisely
• Must be able to work after hours/weekends when required, to co-ordinate client changes and UAT• At least 3 years’ experience in an IT Project Management / Customer Relationship Management role, with a strong technical background• Analytical, practical and motivated self-starter.
• Experienced in hosting meetings, minute taking, reporting and follow up• Able to communicate with Management team of all levels
• Have an understanding of commercial operations within an IT environment.
• Sound understanding of business processes and IT operations
• Good understanding of the ITIL V3 Framework and implementation thereof
• Technical Account Manager/Service Delivery Manager experience
Qualifications
• ITIL V3 Certified (Desirable)
• IT Qualification’s (Required unless over 5 years IT experience)
• Tertiary Qualification (Desirable)
• Management Qualification (Desirable)
Additional Information
