The role

Service Management of all RTS Business (end-to-end) (Functional support, mini-projects, technical support & License maintenance)

Initiation of Services
SLA Assurance Plan
Organize initial assessment & Knowledge transfer
Project Management of the transition project
Service Meetings
Monthly or Quarterly
Grow customer relationship & SOA People business with customer (also RTB/RTP)
Dealing with escalations & quality issues
Mini Projects
Identify “bigger” work or tickets which require a more project approach
Make a mini-project proposal (approach, timing, budget) and get approval from the customer
Manage execution of the mini project (resourcing, follow-up, PM and QA)
Contract Management
Dealing with contractual & invoicing issues (including collections)
Continuous improvement
Action plans after escalation or quality incident
TCO program (included in Premium Ser...