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    Senior CEM Consultant - Bangalore, India - Spigot Software Pvt Ltd

    Spigot Software Pvt Ltd
    Spigot Software Pvt Ltd Bangalore, India

    2 days ago

    Default job background
    permanent Technology / Internet
    Description

    Senior CEM (Service Delivery)

    Job Responsibilities :

    Manage the Technical Relationship with client.

    Own the complete SLAs and Service Delivery for the client.

    Expected to work with technical domain leads for building SIPs and handle client escalation.

    Responsible for Client CSAT

    Responsibility for profitability of account & billing

    Accountability on critical changes, communication, and business restoration

    Regular capacity reviews, Focus on quality metrics.

    Identifying critical paths in delivery, inputs for design change

    Engage and communicate with Sr. Management and Supplier Management team of client on regular basis.

    Primary Skill Set :

    Customer Engagement and Service Level Management

    Business requirement analysis, real time business expansion

    Technology and Business change management, Cost analysis

    Service Improvements and Collections and Cost analysis.

    Communication and engagement model development

    Governance, Reporting, Reviews, Risk mitigations and escalations

    Trend Analysis, QBR's BRD inputs, Capacity inputs

    Operations and Design team engagement and business reporting

    Business impact analysis

    Periodic collection tracking and reporting, Cost analysis in reporting

    Secondary Skill Set :

    Understanding of Cost of service

    Experience in Technology and Business change management.

    Major Incident Managed /Contribution

    Involvement in infrastructure SIPs

    Experience :

    10+ years of experience in managing IT Infrastructure, handling Customer front, and managing Service Delivery

    Soft Skills :

    Good/Excellent Communication Skills (Speak, Read, Write)

    Report Writing

    Analytical & problem-solving skills

    Good presentation skills

    Willingness to Continually Learn

    Team Player & People Management

    Education :

    Any Graduate, preferably from IT background

    )
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