Technical Account Manager

4 days ago

Brisbane, Queensland, Australia Nexon Asia Pacific Full time

Technical Service Delivery Manager
Nexon's Service Delivery team employs a robust service management framework aligned with ITIL best practices, ensuring transparency and effective oversight of operations. This guarantees that all critical service activities are seamlessly coordinated and delivered according to established service level agreements.

The appointed Technical Service Delivery Manager (TSDM) acts as the primary liaison, fostering strong client relationships and driving proactive issue management, regular technology reviews, governance, and continuous improvement initiatives.

The TSDM is responsible for facilitating technical operations, troubleshooting, and managing service performance, including monitoring service metrics, overseeing contractual matters and billing, and ensuring adherence to governance protocols—all to maximise customer satisfaction.

In This Position, You Will Be Responsible For

  • Maintaining key client relationship, first point of contact and liaison
  • Major incident oversight, escalation, problem and change management
  • Accountable for measuring, monitoring, and working with the operational teams to attain and maintain service level targets
  • Collaborate with key resources to streamline operations and provide an outstanding client experience through proactive monitoring and alerting, efficient ticket management and the automation of repetitive technical and process driven tasks
  • Undertake continual risk management and service improvement initiatives for your areas of responsibility, including core platforms relevant to support services
  • Manage and review service quality to ensure the successful delivery of support services
  • Play a proactive role in fostering collaboration between technology services teams
  • Participation in continuous service improvement initiatives to drive efficiency and automation through innovation
  • Prepare and attend monthly, quarterly and yearly business reviews with key clients including emergency meetings as required
  • Provide internal and external reports as per defined cadence outputs

Personal attributes that will lead to your employment:

  • Easily connects with a broad range of people
  • Builds trusting and open relationships to foster client growth
  • Communicates clearly and effectively with a diverse range of people
  • Have a positive, resilient and high-energy approach - be able to focuses on the important and filters out the unimportant
  • Manage sensitive and confidential information with absolute discretion

Experience and Knowledge Sought:

  • A technical background and maintained understanding of current technologies and solutions across Cloud, Network, Unified Comms, Security
  • ITIL Certified
  • 6+ years background in IT technologies and solutions with a strong focus and experience in Genesys and/or other Contact Centre solutions
  • 4+ years commercial IT Management experience
  • Demonstrable experience with client and issue management

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