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Client Service Coordinator

Ho Chi Minh City Job No. r00149789 Temporary - Hybrid
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Job Description

Drive Service Management Activities

  • Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery

  • Organize governance and service committee

  • Report and control operation consumption for billing (Man-day, Hardware/Cloud resources)

Coordinate Operation Efficiency

  • Drive P1 communication on Incident Management

  • Ensure ITIL Operation process are respected

  • Manage continuous improvement and avoid recurrency through Problem management

  • Guarantee qualification and billing model for Change & Service Request

  • Maintain CMDB and Knowledge Management

Contract Management & Business Development 

  • Ensure Service Level Agreement compliancy

  • Understand Customer business activities

  • Understands LBN service portfolio

Customer Relationship & Satisfaction

  • Ensure close relationship with the customer

  • Help to identify or contact the relevant stakeholders

  • Ensure CSR KPI improvement

  • Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans

Ambassador for Accenture Spirit ©

  • Share Accenture success experience & legacy

  • Be Accenture spirit ambassador

  • Relay the local & regional messages & strategy

  • Ease the inter-site communication/cross cultural aspects

Multi-dimensional expertise

  • Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement

  • Crisis management for major situation related to customer in his scope

  • Identify opportunities to improve operational efficiency and productivity.

Qualifications

Job Qualifications

Must have

  • Service management experience

  • Strong knowledge in IT Infrastructure Production environment

  • Experienced in Cloud based environment like AWS, Azure, AliCloud, etc is a plus

  • Fluency in written and spoken English language is a must

Nice to have

  • BSc/MSc in Computer Science & Engineering or in business administration

  • 3-5 years managing service contract in IT infrastructure

  • ITIL V3 or V4 Foundation

  • Cloud fundamentals

  • Interpersonal skills proficiency

  • Good Leadership and management competencies

  • Good presentation & communication skills

  • Automation mindset

  • Market/IT Industry understanding

  • Able to work flexible hours, including weekends by the needs of the business

  • Able to work overtime, as needed

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

 

Accenture is committed to providing veteran employment opportunities to our service men and women.

 

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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