Main accountabilities

• Works with service delivery organization to support opportunities and business development.
• Responsible for the developing offerings and solutions based on the global SACM operating and transition models
• Provides SACM expertise and presents it to senior clients and boards.
• Works with tool(s) and solution / due dilligence teams to provide requirements, review and approve techncial solutions.
• Leads the SACM due dilligence effort for all aspects of SACM delivery
• Designs and costs The SACM service model.
• Oversees specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) management and contractual obligations when designing or supporting the SACM solution.

Business as Usual Responsbilities
• Participates in the development of SACM global organisation and capability;
• Reviews SACM delivery and transition models and confirms the ability of the organization to provide service delivery within the budget and/or business case;
• Works closely with Global SACM manager and the delivery organisation to plan the overall SACM strategy, concentrating on cost reduction, contribution improvement, service improvement and new business.
• Ensures the delivery of the SACM service for one or more medium to large, complex accounts;
• Completes continuous review of contractual achievements, GAP analysis and delivery targets appropriateness and liaises with management/client representatives to address issues or concerns;
• Plans, oversees and executes CMDB audits and enforce SACM / Change Management process and policies;
• Maintains SACM lifecycle process; executes Quality Assurance over SACM process and policies;
• Implements, champions and manages SACM process & technology standards;
• Montiors and assists service delivery in enforcing defined SACM policies;
• Leads troubleshooting or remediation projects where required;

Service Quality and Improvement
• Drives client service and client satisfaction into the respective delivery organizations;
• Is a point of escalation for service improvements initiative that require further client/management engagement;
• Provides feedback and coaching to avoid reoccurring errors.


Financial control and support
• Supports sales discussions with existing and new clients providing service delivery and represents the SACM methodology and approach to the clients;
• Can have responsibility for the management of the financial cycle including invoicing and cost management for for one or more medium to large, complex accounts;
• Ensures that cost control is maintained for the client(s) under his responsibility.