Head of Technical Account Management - EVS Broadcast Equipment

Based on the EVS SLA standards, the role will be responsible for the operational delivery of Operational Services for key SLA Customers, functions and professional services. The role holder will manage a team of Technical Account Managers assigned to specific Key accounts.

• Ensures the adoption of service management best practices in service delivery to install a value-driven culture with all staff, customers, partners and suppliers and to create and enhance awareness of service offerings.
• Defines the operational methods, Service Level agreements, procedures, facilities and tools that are established, reviewed and maintained. Reviews service delivery to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service.
• Takes responsibility for escalated incidents and ensures responsible service owners manage resolution. Analyses causes of incidents and informs service owners to minimize probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
• Defines stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Develops and enhances customer and stakeholder relationships in relation to ITS service provision.
• Contributes to the service level agreement and availability management process and its operation and performs defined availability management tasks.
• Contributes to SLA Manager on the strategic direction and helps to define the full range of customer service functions, including organizational frameworks for complaints, service standards and operational agreements.
• Develop, implement and own Service Management processes and procedures which align with the ITIL framework. Ensuring the establishment of critical success factors that are measured via key performance indicators.
• Plans audits of quality requirements and produces audit reports. Monitors and reports on the outputs from the quality assurance and audit processes.
• Takes responsibility for monitoring, control and support service delivery, ensuring systems, methodologies and procedures are advocated and followed in collaboration with colleagues within the service management function.
• Ensures suppliers, partners and internal teams: monitor, manage, and ensure effectiveness and efficiencies of service offering and provide continuous improvement of service delivery.
• Accountable for escalation from customers in respect of the delivery of services, incident and problem resolution and promoting active engagement from operational teams.
• Contributes to the Service transition process by ensuring that customers receive the agreed levels of support during warranty periods in the delivery of new or changed services.

• Engineer, Bachelor’s, Master’s or Ph.D. degree in Engineering.
• 3+ Years of experience leading Operations or/and Support teams
• Experience in ITIL Processes.

The following technical experiences are not mandatory, and will be considered as an asset:

• ITIL Intermediate Lifecycle Module in Service Operation

Soft Skills

• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
• Exceptional leadership skills with the ability to develop and communicate the Service Management vision, and inspire, motivate and develop staff.
• Takes accountability and has a strong sense of ownership.
• Results-orientated and a commitment to high-quality customer service.
• Understanding business organization, politics and culture.
• Knowledge of customer behaviors, needs and expectations.
• Ability to lead a team/discipline to quickly resolve complex problems in the provision of IT services.
• Excellent problem-solving abilities.
• A strong technical & service technical background to identify opportunities or potential problems – addressing them effectively and efficiently.
• Experience in being highly accountable for the design and quality of key documentation and processes.
• Ability to influence and negotiate at all levels and also where resources may not be in direct control of this role.
• Ability to build trust and display integrity.
• Abilitye to motivate others to deliver high-performing teams and a high-performance culture.
• Ability to forge effective relationships in a complex matrix management environment.
• Ability to work collaboratively and key team player.
• Excellent communication, and presentation skills.
• Creative and innovative thinking.

Other Requirements

• A flexible approach to working hours and location, including a willingness to travel, locally, nationally or overseas, as required.
• Ability to work flexibly to meet tight, fixed deadlines or as required by service imperatives.
• Organized, self-motivated, and detail-oriented, with the ability to work autonomously and be a self-starter in a demanding environment.
• Ability to respond positively and calmly to shifting priorities, demands and timelines.
• Ability to lead and manage difficult situations whilst keeping a calm atmosphere within the team

Languages

• Fluent in English.
• Other languages are considered an asset

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits. Check out our website if you want to know more about why you should join EVS !