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Service Account Manager 4

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Sales, Service, & Support
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19000487 Requisition #

Jeppesen: Transforming the way the world moves.

 

 

Summary:

Plans, oversees and project manages all aspects of the post production service offerings for a designated customer or group of customers. Responsible for on-time and on-budget deliveries defined within service offerings such as Change Requests, Maintenance agreements and Service Level Agreements.  Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.  Leads others and directs and reports on all phases of post production service offerings by utilizing project methodologies, systems, tools and quality standards.

 

 

Essential Duties:

  • Ensures quality service and operational performance within the parameters of the service offering and delivery standards.
  • Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
  • Develops and project manages an integrated delivery schedule including critical path for the end to end tasks and activities necessary to successfully deliver the service offering for a client. Ensures resources and dependencies are identified, assigned resources are executing as planned, and that the changing client resource needs are aligned.
  • Acts as a communication and information channel between the client and the company, ensuring client needs are clearly communicated to the company, and that product, company, and related information is conveyed to key client contacts.
  • Plan and co-ordinate product upgrades ranging from IT infrastructure to application deployment, taking into consideration system requirements, client needs, available resources, and third parties. Ensures alignment between system requirements, migration notes, documentation and testing.
  • Ensure all stakeholders and members of Production service and support teams are aligned with common goals and direction.

 

 

Education/Experience:

Technical degree in a related field of study and typically 9 or more years' related work experience or an equivalent combination of education and experience.

 

 

 

Knowledge and Skills:

  • Applies extensive job practices, techniques, standards, principles, theories, and concepts. Has full knowledge of other related disciplines. Recognized as a job expert within the department/organization.
  • Provides technical solutions to complex problems that require ingenuity and creativity.
  • Exercises considerable latitude in determining technical objectives of assignment. Completed work is reviewed for desired results from a relatively long-term perspective.
  • Guides the successful completion of aspects of major programs and may function in a project leadership role. Erroneous decisions or recommendations may result in failure to achieve major organizational objectives.
  • Represents the organization as the prime technical contact on contracts and projects. Interacts with senior external personnel on significant technical matters often requiring coordination between organizations.

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