Account Run Lead Senior

il y a 4 jours

Rabat, Rabat-Salé-Kénitra, Maroc DXC Technology Morocco Temps plein 120 000  - 240 000  par an

Mission - Acts as the single owner responsible for meeting customer contractual Service Level Agreements (SLAs) for run delivery activities in an account - Responsible for day to day run services delivery coordination and execution of tasks across all offering domains for a given account - Meets and exceeds customer expectations for run services delivery deadlines, quality and adherence to financial POR in the account Conditions du travail - Work on Moroccan holidays and can be retrieved back according to the agenda - Ensure weekly on call duty including/ excluding holidays - May travel nationally or abroad to ensure on site response - Not accessible for disabled people due to frequent trips Profil d'entrée : - Niveau de formation : Bachelor Degree BAC+4/5 (Engineering school, university) MBA will be highly appreciated - Niveau d'expérience professionnelle: Account Run Lead Senior Effective: 01 décembre 2022 Account Run Lead Senior Version DXC Technology Printed copies of this document are for reference All rightsreserved - Not to be reproduced Low Sensitivity For DXC internal use only - Not to be distributed Minimum of 10 years working experience in IT gouvernance as well as customer care service Responsabilités - Point of Contact (POC) coordinating all run delivery activities for an account - Develops comprehensive plan to deliver run outcomes across relevant service offering to meet cost/service/quality requirements in SLAs - Coordinates across all run resources (including offering domain leaders) to provide delivery assurance for run services within the POR requirements - Acts as 24/7 point of contact for identification, escalation of all run service issues - Consults on technical review of Customer Contract Change requests and coordinates delivery related changes to any amendments requested - Responsible for driving down run delivery cost and providing cost efficiencies in line with the contract scope and requirements for the account - Support and drive implementation of productivity programs such as LEAN & Automation and ensure adoption of the Standard NGDM Delivery Model to improve overall cost as % of revenue and ensure industry leading service quality - Leads the "Joint Account Delivery Review" - Conducts service delivery reviews with the Delivery Leads – reviewing the Continual Service Improvement (CSI) Plans - Acts as the primary point of contact to address outages - Single point of accountability for Run services in the Critical Incident Handling Process acting as the Production Environment Manager (PEM) - Responsible for deployment and oversight of Rapid Response Teams reactive teams in the case of run failures for an account; leads critical incidents resolution across service - Drive a Zero Defect/Zero Outage mentality in the delivery teams, including 3rd parties - Work with APL to ensure new Builds / Solutions do not impact Run delivery or the customer's services

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