Lead and manage the delivery of contracted services to clients to ensure that SLAs and KPI’s are met/ exceeded.
Investigate and identify opportunities to improve performance
Pro-actively research and identify potential new sales opportunities positioning organisation in the best possible light for winning new business.
Under the guidance of the Bid Team manager organise and produce fully compliant RFP responses which comply with Company standards and formats as well as cost and pricing requirements.
Manage the budget and achieve the annual revenue and margin targets associated with the nominated company contracts and identify opportunities to achieve efficiencies whilst continuing to meet the contractual obligations and maintaining customer service.
Establish and maintain excellent working relationships with all customers and 3rd Party Service Providers to ensure that customer expectations are met or exceeded on all aspects of services and solutions.
Lead and conduct regular service reviews with customers to ensure that customer expectations are met or managed as appropriate
Provide timely and appropriate escalations to the Operations Director or according to the defined escalation path within organisation on all relevant issues impacting service performance to the assigned operational areas.
Provide line management and technical leadership and direction to all company staff on the nominated account(s), including management of staff performance and development.
Act as a role model and coach to support, direct and counsel individuals and teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction.
Lead the correct implementation of new services and customer contracts, ensuring that customers remain satisfied with all aspects of newly delivered services.
ITIL professional qualification in Service Management
Experience of Airline / Airport industry
A proven knowledge OR 5+ years’ experience in Information Technology (IT) operational service delivery, financial control
Excellent commercial acumen, negotiation and persuasion skills
Account management experience
Sales/ business generation experience
People management capabilities
Good interpersonal relation skills.
Extensive experience in operational management
Excellent verbal and written communication skills.
Contact Person: Law, Yi Fang - Reg.No.R1113115 (email@example.com)