ResponsibilitiesLead and drive the service delivery for assigned accounts Accountable for the success of projects implementation for assigned contracts Manage and communicate with key holders on daily operational support Monitor and ensure SLAs are met, issues escalated and prioritized Act as the point of contact for service delivery Responsible for service delivery of account and prioritization of work requests Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business Identify operational gaps and drive to ensure closure, both internally and externally Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams Work on financial cost priorities to ensure a balance between customer satisfaction and company’s business objectives Ensure delivery to cost plan Any other ad-hoc duties as required or assigned RequirementsBachelor's degree in information technology/information systems/computer science, Business IT or other relevant disciplines At least 2 years of experience in customer success, service delivery or sales, with strong stakeholder management and IT Support skills Ability to multi-task, with experience handling a large portfolio of customer accounts Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers) IT outsourcing experience with proven track records preferred Proven success in achieving project milestones and broad technology awareness Possess a full and broad understanding of the services required by the account and of other services and technology potentially available along with good project co-ordination skills Strong business acumen, customer focus and good financial management skills Self-motivated and proactive