Client Service Coordinator Accenture Vietnam

* Drive Service Management Activities - Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery - Organize governance and service committee - Report and control operation consumption for billing (Man-day, Hardware/Cloud resources) * Coordinate Operation Efficiency - Drive P1 communication on Incident Management - Ensure ITIL Operation process are respected - Manage continuous improvement and avoid recurrency through Problem management - Guarantee qualification and billing model for Change & Service Request - Maintain CMDB and Knowledge Management * Contract Management & Business Development - Ensure Service Level Agreement compliancy - Understand Customer business activities - Understands LBN service portfolio * Customer Relationship & Satisfaction - Ensure close relationship with the customer - Help to identify or contact the relevant stakeholders - Ensure CSR KPI improvement - Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans * Ambassador for Accenture Spirit © - Share Accenture success experience & legacy - Be Accenture spirit ambassador - Relay the local & regional messages & strategy - Ease the inter-site communication/cross cultural aspects * Multi-dimensional expertise - Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement - Crisis management for major situation related to customer in his scope - Identify opportunities to improve operational efficiency and productivity.

* Must have - Service management experience - Strong knowledge in IT Infrastructure Production environment - Experienced in Cloud based environment like AWS, Azure, AliCloud, etc is a plus - Fluency in written and spoken English language is a must * Nice to have - BSc/MSc in Computer Science & Engineering or in business administration - 3-5 years managing service contract in IT infrastructure - ITIL V3 or V4 Foundation - Cloud fundamentals - Interpersonal skills proficiency - Good Leadership and management competencies - Good presentation & communication skills - Automation mindset - Market/IT Industry understanding - Able to work flexible hours, including weekends by the needs of the business - Able to work overtime, as needed