Job Description

Mission:
The IT Client Service Coordinator will be the trusted partner to maintain a healthy customer relationship by ensuring service governance and contractual engagements in line with the organizational strategy.
Key responsibilities:
• Organizational management of projects concerning change requests (minor or standard) on platforms: interface with technical teams
• Drafting of all documentation related to its activity and contribution to the updating of documents and tools shared by the entire department
• Preparation of customer governance bodies (strategic committee, architecture committee, steering committee, operational committee)
• Control of technical performance in order to anticipate saturation (bandwidth, capacity, service availability, response time of machines
• Technical advice to clients regarding the changes to be planned (on its own initiative or at the client’s request as appropriate)
• Estimated workload and organization to be forecast on the account according to the level of service subscribed
• Definition, implementation and monitoring of the entire service agreement linked to the account to be managed (expected deliverables, account monitoring bodies, customer and internal indicators)

Key skills & Technical Knowledge:
• Apprehension of technological/web environment as well as physical and virtual IT infrastructures:
• Knowledge in the following fields would be an advantage:
o Firewall / Antivirus
o Servers
o Network
o Operating Systems
• A knowledge of different types of service contracts (SLA, KPI, contractual documents)
• Microsoft Office tools (MS Excel, Pivot Tables, MS PowerPoint)
• Principles of project management and ITIL
• Good written and spoken English and French
• Understand the clients’ expectations
• Excellent communication skills (Active listening, accuracy & clarity, diplomacy)
Profile:
• Diploma in IT would be an advantage or at least 1 year in the IT sector or project management
• Autonomy, rigor, sense of service

Please send your CV to info@succexa.mu