Develops and nurturessenior mgmt or executive-level relationships with the customer

- ITO Manager forMalaysia

· Owns customeroperational relationship: develops & nurtures to excellent customersatisfaction

· Understands customerat local, country, region & Worldwide (WW) level to analyze deliveryrequirements & contribute to customer strategic business plan

· Develops strategiesand processes with the customer in areas such as performance metrics and measure,escalation change management and communication.

· Principle contact foroperational & tactical issues representing delivery of all services (allfunctions) to the customer: manages customer expectations by developingperformance metrics & reporting, escalation management & communicationplan

· Owns cost targetcommitments for all service delivery requirements developing, implementing& monitoring expense controls

· Ability to effectivelyand proactively manage risk for high to very high risk projects

· Hires & leadscross functional team including 3rd party vendors to ensure performance goalsare met for all in scope services across all towers: identifying &analyzing gaps to develop & implement corrective actions plans

· Develops & leadsAccount Service Team (AST) & all delivery organizations to timely, costeffective delivery of Service Level Agreement (SLA) requirements identifying& recommending optimization while managing scope, resources &coordination

· Develops & managesaccount service delivery plan. Contributes to strategic account plan

· Negotiates with andmanages 3rd party vendors contributing to contractual requirements

· Develops solutions andparticipates in presales & change order negotiations representing &approving delivery capability & cost solution

· Identifies incrementalrevenue opportunities and supports pursuit activities

· Assures compliancewith HP and customer's Human Resources (HR), Pilot Run (PR), legal, financial,ethics and govement related policies, strategies, and processes

· Contributes toorganization strategic business plan to drive HP goals and initiatives

· Identifies crossbusiness unit optimization opportunities and drives improvement effort

· Develops and drivesknowledge management strategies to drive organizational maturity

· Contribute todevelopment and implementation of Account Delivery Manager (ADM) methodologyand tools to support customer engagement model

§ Manages their resourcepool of Account Delivery Managers: forecasting resource requirements and staffingto meet demand

· Aligns ADM resourcesto business needs ensuring optimization of staff talent and expertise

§ Responsible foridentifying and hiring top talent to achieve business results

§ Manages, coaches andmentors team to achieve best-in-class Total Customer Experience (TCE), drivedown cost of delivery and achieve trusted advisor status with customer

§ Responsible for thecontinuous development of their ADM teams: improving the performance of theirunderachievers or taking the appropriate corrective action

§ Promote customerstrategy development by ADMs to grow account into reference site

§ Contribute tostrategic growth plans

§ Responsible to ensureknowledge management is captured, documented and leveraged for improvedperformance

§ Manages Focal PointReview (FPR) process

§ Supports team inexecution of responsibilities removing barriers when necessary

§ Escalates majorAccount Delivery Management issues to the higher

Management withrecommendations to address

§ Creates a workingenvironment that is conducive to individual growth,

high performance, ischallenging and rewarding

§ Achieves diversity andother HR goals

§ Assures compliancewith HP and customer's HR, PR, legal, financial, ethics and govement relatedpolicies, strategies, and processes

· $50-$100Million / year revenue

· $20-100m TotalContract Value (TCV) (total contract value)

· Leads a large tovery large AST/delivery team with many towers/business represented

· Works at regional orglobal level

· Will act aspeople manager