Site IT Services - RCA

Job Description:

Key Responsibilities of a Service Account Lead

Relationship Management:

• Manage the relationship between the internal customers and the IT service teams.

• Understand Customers' needs and ensure that services are aligned with business objectives.

Issue and Escalation Management

• Manage internal Customer complaints or service issues promptly and professionally.

• Escalate critical issues to higher management or specialized teams when necessary.

Service Management to Customers

• Is accountable for the delivery of IT services and ensures they meet agreed service levels (SLAs).

• Validates that Quality of Service Delivery meets Perception and Expectation of our internal Customers.

Service Performance Management

• Regularly reviews regular reports on service performance, metrics and KPIs.

• Manage reviews to discuss performance, issues, and potential improvements.

Project Planning

• Assesses and understands the Business Requirements for Projects

• Plans and initiates Projects based on Customer Demands (does not manage the Project).

Continuous Improvement of Customer Experience

• Identify and implement improvements in service delivery and IT Products to enhance internal Customer satisfaction.

• Stay updated on industry trends and best practices to offer internal Customers innovative solutions together with the Product or Service Owners.

Skills Required for a Service Account Lead (Korn Ferry)

• Balance Stakeholders

• Manages Conflict

• Interpersonal Savvy

• Organizational Savvy

• Customer Focus

Complementary skills

• Manages Ambiguity

• Builds Networks

• Situational Adaptibility

#TBDDT

Client-provided location(s): Lunel, France

Job ID: Mars-R130317

Employment Type: FULL_TIME

Posted: 2025-07-25T22:57:55