Senior IT Client Service Specialist

• Accountable for the performance of all operational delivery of centralized IT
• Assists transformation teams in centralization of services by engaging the correct stakeholders within divisions and coordinate the engagement if required
• Ensures the transformation is in line with the agreed Scope of Work
• Works closely with the regional or service provider stakeholders and delivery providers to ensure the service aggregation is in line with the partnership agreement
• Maintains a holistic position to ensure full objectivity and impartiality, maintaining the client's strategic direction for Corporate IT - Become a trusted advisor
• Accountable for management escalations and work with relevant stakeholders through to a resolution
• Manages the contractual obligation that needs to be delivered, for example, vulnerability management, service reporting, escalations management
• Governance of regional/divisional risk register
• Ensures a culture of service management excellence is developed and maintained
• Drives continual service improvement and optimization
• Acts as a communication point during security major incidents and critical escalation to business stakeholders
• Works with regional/divisional stakeholders to develop the regional/divisional strategy roadmap and the implementation thereof
• Governance of the Continuous Improvement Register
• Performs any other related task as required

• Advanced knowledge across Group delivered IT Services
• Excellent business awareness and solid analytical skills
• Ability to multi-task and prioritize with great attention to detail
• Advanced proficiency in driving outcomes via influence management
• Excellent communication and documentation skills
• Excellent project management skills
• Ability to persuade, negotiate and influence key stakeholders
• Excellent client relationship building and engagement skills
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations
• Advanced understanding of business strategy and the ability to align service delivery efforts with organizational goals
• Advanced proficiency in using data and analytics to make informed decisions, track the performance of service delivery, and identify areas for improvement
• Bachelor's degree or equivalent in Information Technology or a related field
• ITIL Foundation V4 certification
• Advanced demonstrated experience participating in the delivery of ICT Services Contracts
• Advanced demonstrated experience in IT service delivery management for large multinational
• Advanced demonstrated continuous service improvement experience
• Advanced demonstrated client satisfaction experience

Advanced demonstrated experience in Resource Coordination

• Medical insurance with employer contribution
• Dental insurance with employer contribution
• Vision insurance with employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits