Service Account Manager ITO Svc Delivery Cons III
Service Account Managers
The primary role of the Service Account Manager (SAM) is to oversee the activities involved when the Task Order has been awarded throughout the P&E Phase, Client Build phase, and after the Component is running in the O&M steady state.
During P&E Phase
Attend Integrated Project Team meetings
Receive copies of project documentation from PM to include but not limited to SOW, Task Order, DPS,
Aid in the development of the detailed project schedule
Assist PM in obtaining the required resources for the project
Coordinate shipping / receiving of project related equipment with onsite facilities, security, and service delivery.
Coordinate physical and system access for government project personnel involved in migration activities,
Monitor / manage onsite project specific tasks
Provide a consolidated weekly project status report
Oversee creation of RFCs as the project requires
Management contact for Component resources deployed to the data center in support of project specific installation and deployment activities
Manage project issues, resolve or escalate as appropriate
Provide daily project schedule status of project tasks during installation and validate activities status
Conducting “Operational Readiness” meetings with Service Delivery Group, PM and Leadership to facilitate equipment turnover into production.
Gather finalized documentation for the Turnover to Production.
Verify project documentation location for further use as the ongoing POC after Project Completion.
Conduct client transition/hand-off meeting with PM, and CE.
During Client Build Phase
Attend Implementation Project meetings near the end of project
Review and document Client devices and service levels
Familiarize Client with Post-Turnover Service Request process
Inform Client of SAM role in incident management
Participate in Turnover to Production meeting
When Client is in O&M Steady State
everything after the project has ended and the Client is in a steady state of production)
Primary Client point of contact for Data Center services
Understand Service Offerings/ CLINs and be able to provide information to the Clients
Attend Client meetings, as required.
Receive Client initiated Service Requests (SRs)
Candidates must be able to get a security clearance, or be a US citizen.
Top Secret preferred.
Education and Experience Required:
Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Master's degree in related field. Often holds entry-level certification(s) in work field. May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience
Knowledge and Skills Required:
Typical skills include:
· (strong) understanding of technology in direct responsibility
· (developing) understanding of other technology sub-areas
· General understanding of related technologies
· (strong) Customer Service
· General Project Management
· (developing) Influencing Others
· (developing) Customer/Vendor Management
· (developing) Business Analysis
· (developing) General Financial Management
Critical Competencies to Drive Business Results:
Business Execution & Performance Monitoring
Actively monitors business performance to ensure effectiveness, adjust strategy as required, and identify investment returns
Program Tracking and Reporting
Continuously mines program data to assess overall contribution of program to business success
Cost and Budget Management
Establishes, tracks and enforces spending parameters to protect HP's business assets, and ensure their effective engagement
Operations Building/Process Improvement
Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice consistency
Systematically uses Information Technology (IT) Outsourcing Methodology (ITOM) to coordinate activities and communications, and contribute to the achievement of desired results
Client/Customer Relationship Building
Demonstrates client-sensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Develops methods for supporting innovation and change across the organization
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
HP - 15 months ago
Hewlett-Packard Company, or HP, is an American multinational information technology corporation headquartered in Palo Alto, California, USA...