Nomad Digital

• Internal and external single point of contact for customers in the region • Financial responsibility for the reporting for the O&M financial actuals versus targets for the region • Management of Major Incidents & Problems through to resolution • Management of actions to reduce Incidents & Problems • Handover point between Project Delivery and Operational Maintenance in the region • Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract • Service expert/reference for senior management & customers of the region • Maintaining and updating a risks & opportunity analysis for each customer in the region • Take full responsibility for the Life Cycle management process for each customer • Take part in the CAB process for any changes taking place for customers in the region • Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company • Recognise the business impact of service quality issues and manage the resolution to customer • Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence • Manage the supply of any services delivered by 3rd parties within Operational Maintenance • Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary • Ensure stock and spares are being managed in line with account requirements • Ensure items returned for RMA are managed in line with the company policy • Work with the management team to develop and improve processes within the area and ensure process adherence within the team • Hold regular team meetings to ensure company communication reaches all staff within the team • Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team