BPS Digital Customer Reliability Service Manager

at  Expleo Group

Overview:
EXPLEO GROUP MEXICO is looking for a BPS Digital Customer Reliability Service Manager to join a dynamic and expanding team in Queretaro, Mexico.
Expleo is a trusted partner for end-to-end, integrated engineering, quality services and management consulting for digital transformation. We are a talent incubator. The time you spend at Expleo will turbo-charge your career, allowing you to work on complex technical challenges, enjoy opportunities to expand your skills and take part in inspiring, multi-disciplinary collaborations with your colleagues. Whether working on autonomous vehicles, green planes, the factories of tomorrow or cutting-edge banking technology, you will have the opportunity to become a bolder version of yourself. Let’s change the game together.
The BPS Digital Customer Reliability Service Manager ensures that the Cloud Services, sold to the customer, are properly implemented and performing in compliance with the contract, the agreed SLA and the applicable regulations.
The CRSM works closely with CRE, CRE Team Lead and CSM (Customer Success Management) teams in order to ensure his/her customers are experiencing the best performances from our Cloud Services. The CRSM participates, with CRE Manager, to the definition of the SLIs and SLOs for the service used by his/her customers. The CRSM works with CRE, CRE Team Lead to define and implement specific business metrics, KPIs and associated dashboard for his/her customers. By regularly reviewing and analysing his/her customers dashboards, the CRSM detects traffic pattern and proactively engages actions with his/her customers and CRE, CRE Team Lead to avoid any performance impact. The CRSM provides CSM and/or Sales team with any possible plan for business gross that will benefit customers.
Subject of the mission is to reinforce the Customer Reliability Service Manager team during a period of load.

QUALIFICATIONS:

• Quality, Methodology, processus knowledge: ITIL.Certification.
• Customer oriented.
• Team worker.
• Autonomous.
• Able to work under pressure.
• Organized.
• Good communication skills.
• Good negotiation skills.
• Ability to make decisions and take initiatives.
• Knowledge on AWS Cloud.
• Knowledge monitoring tools, networking, infrastructure, Linux and mobile application.
• Experience in direct cooperation with international customer.
• Cloud Service Principals.
• Languages Skills: Fluent in English, Spanish, and Portuguese.

RESPONSIBILITIES:

• Act as primary interface to the customer for all aspects related to the consumed services.
• Understand customer business model and trends, periodicity to anticipate capacity need.
• Follow-up customer activity linked to our Cloud Services on social media or other communication channels (ex. be aware of advertising campaign, new offer, etc.).
• Take ownership of the signed service contract and ensure all agreements are documented and followed.
• Gather and maintain up-to-date customer information details on CRE side (ex. confluence, ServiceNow, CMDB, etc.).
• Ensure procedures comply with regulations, per customer specifications of export of data or security rules.
• Manage sub-contracts or partners when relevant. Contributes to SLA/OLA definition (customer or sub-contractor/partner).
• Fine-tunes customer service requirements, creates and maintains procedures for all aspects of the consumed services (ex. solution hosting, support levels and SLA, deployment logistics, equipment maintenance and field services).
• Participate in defining and organizing training of all parties (CRE teams, subcontractors, partners…) involved with the provision of the services and ensures knowledge of the customer is maintained throughout the duration of the contract (track delivered training sessions).
• Ensure all necessary details are transferred from Project to CRE team for transiting from BUILD to RUN. Own the TRR process and accept or refuse the project based on predefined TRR check list.
• Define the business metrics and KPIs for customers and measure how these improve over time.
• Contribute to the definition SLI/SLO and so the Error Budget by providing feedback on customer experience to CRE Manager
• Provide customers capacity need to CRE/SRE team to scale up/down service size accordingly.
• Review customer dashboards on a daily basis. · Analyse traffic pattern to identify potentials service improvement or business growth.
• Deliver reports and KPI’s to the customers as per the agreed schedule.
• Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately.
• Manage customer complaints related to the managed services.
• Manage 2nd level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr).
• Organize Monthly/Quarterly Service reviews with customer to review service performance, incidents, KPIs, actions and propose improvements when account is not managed by a CSM.
• Contribute to Monthly/Quarterly Service reviews with customer/partners by managing the service performance and incidents management details when account is managed by a CSM.
• Organize Monthly/Quarterly Service reviews with third parties to review service performance, incidents, KPIs, actions and propose improvements.
• Manage RUN project, follow-up and report on financials.
• Follow-up and report on transaction volumes.
• Contribute to internal monthly SteerCos and regional monthly reviews.
• Define customer performance improvement plan and execute it.
• Manage and share plan of actions with customers. Respect ETA, commitments taken with customers or any internal or external stakeholder.
• Ensure services are invoiced to customer and participates to financial reviews, when account is not managed by a CSM (done by CSM otherwise).
• Send and follow-up regular satisfaction surveys to customer, when account is not managed by a CSM (done by CSM otherwise).
• Collaborate with CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.).
• Contribute to service offering definition with CRE Manager, providing estimated costs and service description.
• Participate in pre-sales meetings with prospects to describe CRE service offering and track record.
• Contribute to pre-sales knowledge base (FAQ) to faster sales cycle and capitalize on experience.
• Involve successful and promoting customers as testimony/advocacy.

We are guided by shared values in all things we do: Courage, Excellence, Collaboration, Respect and Accountability.

• Courage – We are bold thinkers and doers, always ready to take on new challenges. We think of ourselves as entrepreneurs, matching creativity with vigilance.
• Excellence – We are united by a shared ambition: change the game, together. Continuous performance is both an objective and a mindset.
• Collaboration –Teamwork and emotional intelligence are what makes us stand out in a crowd. We stand shoulder to shoulder, with our clients and our peers, through good times and setbacks.
• Respect – We are a hive of different profiles, and we place a high value on openness and transparency. We show respect, always.
• Accountability – We are reliable. We celebrate our successes, we take responsibility and learn from our failures. This is why we protect our “right to fail” as an opportunity to bounce back and progress