Abbott Client Service Consultant in Shah Alam, Malaysia
The Client Services Consultant will have small size client area to support
The role of the Client Services Manager is to ensure that value is achieved as anticipated from the outsourced relationships under management. In particular, to ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.
Additionally, develops and implements communication and training programs in support of the sourcing relationship. The Client Services Manager acts as an interface between the client and the Service Provider. He/She also manages the performance reporting in a sourced environment and monitoring the compliance of the Service Provider against Services Agreement Service Level Agreements (SLA). This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. In particular, to ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction.
This position is responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
Core Job Responsibilities
Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services
Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements
Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels
Define and implement service level reporting for clients
Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance
Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand
Assists with the preparation and monitoring of corresponding IT budgets
Monitors supplier compliance with Abbott policies, procedures, and quality requirements
Perform capacity and demand planning with Service Provider and Governance team – Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately
Ensure effective systems operations between the suppliers and Abbott RUN organization
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org