Exec I, Service Delivery Management

FUJIFILM; Selangor; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading technology provider in Selangor, Malaysia, is seeking an experienced individual for contract management and customer account services. The role involves ensuring contract delivery within defined service levels, fostering positive customer relationships, and managing billing processes. Ideal candidates will have experience in service level agreements and a strong focus on achieving customer satisfaction. This position offers an opportunity to contribute to the growth of service contracts and enhance customer experiences.

Qualifications

• Experience in managing service level agreements and customer contract services.
• Ability to gather, validate, and compile billing information.
• Strong skills in account management and customer satisfaction strategies.

Responsibilities

• Participate in account implementation strategies with relevant teams.
• Manage SLAs and ensure customer satisfaction.
• Conduct account reviews and identify business opportunities.

Skills

Contract Management

Customer Relationship Management

Operational Processes

Job description

• Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with Fujifilm BI Business Analyst, Solutions Architect, Sales, and implementation teams
• Manage Service Level Agreements and achievement of Service Level objectives.
• Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site

2. Contract Lifecycle Management

• Accountable for customer contract services operations:
• Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
• Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
• Ensure that all core Operational processes are being adhered to and utilized
• Ensure effective use of resources and tools to enable delivery of defined levels of Services
• Maintain and manage the required processes supporting service delivery in allocated MPS/GUARDIA contracts
• Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
• Manage and organize training on new products and tools for the customer post implementation to staff and customers
• Responsible for activities to grow the revenue of the contract managed.
• Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.

3. Billing and Recharge info to customers

• Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
• Develop cost recovery recharge & summary reports as per SLA and customers’ requirement
• Ensure all invoices are processed flawless and timely.

4. Accountable and Manage customer & staffs’ satisfaction and ensure Customer expectations are met

• Maintain positive relationships with customers, peers, sales, administration, and other Fujifilm BI units to ensure a smooth Services solutions implementation / installation and operation.
• Develop on-going training and counseling and guidance to staffs
• Escalation point for Docucare/Onsite Staff for all account management issues
• Implement and manage customer satisfaction monitoring processes for Fujifilm BI clients
• Accountable for the recruiting, education, development, and retention of team members (Docucare/Onsite Staff).
• Provide appropriate communication, support, and interface to both internal and external customers
• Conduct Customer Satisfaction survey, analyze the results and develop countermeasures

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