Associated Computer Solutions operates a Support Centre for providing ERP system support for customers using the ACS-Embrace ERP system. The Support Centre includes a Call Centre Help Desk and additional 2nd line support personnel.
The candidate will be required to manage the ACS-Embrace Outsource Support Centre and all its staff and activities relating to meeting the contracted Service Level Agreements for Outsource Business Clients.
The role includes maintaining the business relationships with customers and any third parties who may be involved in the Service Delivery Cycle. The role will also require the sale of the outsource offering to new clients.
The candidate will be required to manage budget, resource and costs, determine out of scope, proposals for improvements, monitor progress, performance of SLA delivery, manage client expectation and monitor effective and efficient use of support staff.
The ideal candidate for this position will have:
- Extensive Management skills with previous Outsource Management experience
10 Years or more experience on Embrace, UNIX and Window
Technical skills relating to Universe, Windows, UNIX and the Embrace environment including Embrace Programming and the Embrace Utilities
The ability to communicate and build relationships with a diverse team - Team Oriented
Ability to lead teams through example
A high degree of communication, supervisory, organisational and good management skills
Ability to work in an accurate and organised manner to effectively manage job-related pressures and deadlines
Communicate effectively, in writing and verbally, with clients, peers, subordinates and management
Ability to develop, articulate and execute on the ACS-Embrace vision and strategy to new prospects
For more information or to apply
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