Job Description

• Act as the primary interface managing the services relationship between the client and company• Perform client-facing service activation activities and support GDC in service activation completion• Operations performance, including: Service Improvement Plans, Establish, monitor, and report Service Delivery Reports, Escalation management and Meeting Management with Clients.• Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.• Change Management – Manage and own all RoE Changes.• Service First - Own Service First asset verification and contract status.• Vendor Backout - Manage backout issues with Vendor.• Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services.• Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc.• Interface with internal contract management teams to normalize and execute change orders.• Review new offers and service capabilities with the appropriate members of the team• Support billing / invoicing inquiries and/or disputes.• Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service.