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Customer Care Area Manager

2 months ago

Rhodes, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:

- Leads the Global and/or local Delivery of Services provided by Unisys to a particular account or group of accounts.
- Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solutioning groups, partners and the client.
- Establishes, leads and maintains tight control of a skilled team of delivery resources for an account to meet schedules or resolve technical or operational problems. Manages the statement of work and controls risks, scope of work and budget.
- Participates in contract and account governance.
- Establishes clear communication channels with the client and internally from a strategic and operational perspective.
- Participates in regular service performance reviews including monthly Project Status Reviews, conducts periodic meetings with clients and delivery teams - daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings.
- Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service.
- Achieves approved margin targets on assigned accounts and is targeted to improve account profitability.
- Monitors and reports on financial health of the account and remedies any financial misses or anomalies.
- Co-develops annual review of service level requirements.
- Manages contract scope and any variations and reviews outcomes of monthly operational reviews with service delivery organizations.
- Takes ownership and accountability for all client issues to satisfactory resolution.
- Acts as point of escalation for issues not resolvable by the service lines.
- Participates in rigorous governance and SOX compliance audits, business continuity planning and testing and in all levels of client satisfaction which includes contribution to continuous client satisfaction improvement program. and the Continual Service Improvement and Innovation Program (CSIIP).
- Participates in business continuity planning and testing.
- Develops and delivers regular reports on performance to client and Unisys senior executives.
- Identifies areas for growth at the client by assisting account management in bringing new services to offer to the client.
- Drives service line continuous improvements and challenges the service lines to bring innovative solutions then presents those improvements and innovations on a regular basis to the client.

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**You will be successful in this role if you have**:

- Bachelor's degree and minimum 5+ years of related professional experience, 2+ years managing specific area.
- Essential qualifications in IT, Business Administration or related disciplines. -Requires knowledge of the business, industry, and market, as well as sales strategies, account/program management, service delivery, and financial analysis.
- A proven track record in effective communications, managing service delivery and relationship management skills.

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