Service Request Management Lead Job in Singapore, Central Business District Singapore
HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Our $4 billion annual RD investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.
Job Description
The Account Business Management (ABM) - Service Request Management (SRM) Account Lead is a key member of the ABM team that provides SRM services to the account. He/she is responsible for all aspects of SRM (non-standard and standard requests) and acts as both the decision-maker and escalation point for all activities of SRM on a defined HP Enterprise Services account; Leads the team providing SRM services to the account. Acts as the Single Point of Contact (SPoC) to the client on any account-specific, process and tool issues related to SRM services.
He/she should also be involved in account implementation activities to understand unique business and tooling aspects in relation to the agreement with the client. Depending on the size of the account, the ABM - SRM Account Lead can also assume activities in NSSR space.
Primary Responsibilities
- Serves as the SPoC to the account/Account Business Manager (ABM) for any issues or escalations that may arise relating to all request management activities/functions/issues
- Ensures all SRM services are performed for the account per the agreed-to SLA's (contract between HP Enterprise Services and the client)
- Identifies and leverages appropriately skilled resources for the completion of service request quotes/proposals
- Assures and approves the output of the Response Managers
- Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets
- Analyzes non-standard service requests to determine if repetitious request types should be orderable as standard
- Supports prioritization of service requests in line with business objectives and contractual commitments
- Builds effective relationships with ABManagers and clients
- Establishes Quality Assurance (QA) and ensures that corporate processes and tools are maintained/updated
Qualifications
- More than 5 years experience in the IT Outsourcing business
- More than 3 years experience working on customer engagements within the Outsourcing arena
- Excellent communication and negotiation skills across all levels of management
- Ability to work effectively in diverse, foreign and multi-cultural environments
- Ability to cope with peak workloads, short deadlines, and significant pressure
- Leadership and motivational skills in large complex virtual, cross-cultural teams
- Proven experience with project management principals and tools
- Fluent English (oral and written)
Additional Information:
- Travel Percentage: 25%