Account Service Management Advisor Job in Guadalajara, Jalisco Mexico

Description
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of
incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of
service delivery processes, which may include incident management, problem management, request management, change management,
service level management and configuration management as well as resource coordination, customer management, dispute and technical
resolution management, and communications at various levels during services engagements from tactical (incident based) to
strategic (Global Account Management Strategies).
Principal Accountabilities:
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service
personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous
improvement.
- Presents operational and service level reports and explains service level support available to internal or external customers.
- Administers and manages the configuration of process related tools, reporting tools, and associated technologies.
- Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
- Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Provides point of contact for process related questions or issues and facilitates process related meetings.
Qualifications
REQUIRED EXPERIENCE:
- 8 - 10 years of relevant experience or equivalent combination of education and work experience
- Solid understanding of ITIL processes and principals.
- Solid verbal and written communication skills.
- Solid ability to create and document processes.
- Customer Service
- Front line
MINIMUM CERTIFICATION REQUIREMENTS:
- ITIL Foundation, ITILv2
- ITILv3 (preferred)
MINIMUM EDUCATIONAL REQUIREMENTS:
8-10 years of relevant experience or equivalent combination of education and work experience