Purpose
Is responsible for a single sub service or less complex local service contracts between
customers and the company, in order to deliver -manageable and profitable- services to satisfied customers.
Tasks and Responsibilities
- Customer Satisfaction
Ensures optimal delivery of services as defined in SLA under his/her supervision to obtain
optimal customer satisfaction and intimacy.
Main activities
- Understands customer needs;
- Anticipates on new business.
- Tenders
Assists senior and sales in commercially feasible tenders.
Main activities
- Creates contract calculations for parts of tender;
- Is involved in bid-teams;
- Books extra business.
- Consultancy
Gives solicited and unsolicited advice to customers on how they should proceed on their
system.
Main activities
- Consults on (managed) processes;
- Consults on how to proceed with the application.
- Contract management
Defines and manages contract specifications within cost and schedule for one customer,
agreed with the stakeholders, resulting in manageable and profitable services of
predefined quality.
Main activities
- Defines contract resources;
- Informs contract members on operational level, periodically and in time;
- Heads monthly evaluation meetings;
- Proactively monitors and reviews results of business operations with staff and adjusts deviations;
- Consults customer on financial issues.
- Administration
Defines, maintains and interprets contract administration, within the rules of the company
accounting, in order to achieve correct accounting.
Main activities
- Calculates subsequently real costs;
- Judges on invoices and accounts;
- Records all financial data;
- Prepares invoices.
Quantitative
Contract budget up to € 0.2 million.
The project team is up to 4 active fixed members and up to 6 flexible members.
Job Requirements
Education
- BSc level (HBO or simular).
Experience, knowledge and skills
- More than 2 years experience in ICT;
- Knowledge on ITIL level.
Competences
A.6 Progress tracking
B.5 Initiative
D.1 Verbal communication
D.6 Persuasiveness
D.7 Negotiating
D.9 Sociability
E.5 Flexibility