· Provide IT account management services for various global outsourced customers.
· Deliver and lead key metrics and tasks to improve and deliver stability for customers.
· Identify, Communicate and Implement process and procedure improvements across all areas.
· Manage, development and oversight of enterprise-wide process standards for service delivery.
· Ensure the following is being applied and current: maintenance, security patching, backup and recovery, while eliminating points of failure to ensure infrastructure stability.
· Liaised between Softtek and IT Directors, Managers and Executives of different customers to ensure escalations are addressed and resolved within agreed service levels.
· Implementation of the IT Service Management organization, defining objectives, scope and deliverables for the project.
· Sales engineering and solutions team support on proposals for potential customers as Infrastructure Subject Matter Expert.
· Technical advisor for internal and external assessments.
· Project Valuation
· Statement of work elaboration and revision
· Finance accountability.
· HR Management (interviews, new hires, departures)