Job Description

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over \xe2\x82\xac 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

The Client Partner oversees the account and enable the delivery of high-quality service to customer, and to ensure Service Delivery processes are in place to meet business needs and opportunities for upselling are captured. The Client Partner is a stakeholder facing role, required to establish and manage expectations within the business and drive the delivery to achieve the expectations of the customer.

Responsibilities

Account Management

• Own the account P&L and ensure overall financial status of account remains healthy.
• Improve on account margin and revenue through upselling and renewal of services.
• Service Management
• Maintain high performing service support functions including Service Desk, Application Support and any other managed serves.
• As owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Client Partner will take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, manage and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
• Drive internal and third-party service review meetings covering performance, service improvements, service quality and processes

Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance

Qualities and Skills Required

\xc2\xb7 Able to demonstrate the ability to undertake the above responsibilities

\xc2\xb7 Legally able to work in the country in which the position is based

\xc2\xb7 A passion for Service Improvement

\xc2\xb7 Experienced Service Management professional

\xc2\xb7 Previous experience as a Team Lead or demonstrable experience in leading virtual teams

\xc2\xb7 Experience of managing 3rd parties and 3rd party delivered services

\xc2\xb7 Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

\xc2\xb7 Excellent people and customer management skills

\xc2\xb7 Excellent written and verbal communication skills

\xc2\xb7 Excellent customer facing/customer service skills

\xc2\xb7 Able to work under pressure and meet deadlines

\xc2\xb7 Able to demonstrate a high degree of flexibility including shift and out of hours working

\xc2\xb7 Excellent organisational skills

\xc2\xb7 Able to manage sensitive and sometimes confidential information

\xc2\xb7 Self-motivated and able to take responsibility

\xc2\xb7 Able to manage and prioritise and tasks and time efficiently

\xc2\xb7 Able to demonstrate initiative and a proactive approach to tasks

#LI-Singapore

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.

Atos