Build and maintain strategic relationships with senior stakeholders across VOIS and internal customer organisations, including executive leadership and key decision-makers.
Act as the primary point of contact for customer enquiries, issues, and escalations throughout the service lifecycle.
Understand customer business strategies, priorities, challenges, and technology roadmaps to identify opportunities for collaboration and growth.
Represent customer requirements in service design discussions, service portfolios, and service offerings.
Develop and maintain strategic account plans, account development plans, and opportunity pipelines.
Lead demand management activities and support prioritisation of business requirements.
Manage change requests and ensure compliance with internal governance processes.
Own the end-to-end preparation, coordination, and sign-off of business cases for new and existing services.
Oversee service transition activities and act as an escalation point to support successful onboarding of services into VOIS.
Monitor service delivery performance and ensure adherence to agreed service levels, KPIs, budgets, and business objectives.
Act as the voice of the customer by identifying, tracking, escalating, and resolving service quality concerns.
Support organisational transformation, service improvement, and cost optimisation initiatives.
Manage customer satisfaction initiatives and improvement plans to enhance customer experience.
Lead monthly governance meetings, including service reviews, performance reporting, financial reviews, strategic discussions, and pipeline management.
Prepare and facilitate quarterly steering committee meetings with customer leadership and VOIS management teams.
Maintain accountability for financial governance activities, including budgeting, charging, forecasting, and recharge accuracy.
Generate, analyse, and manage customer reporting, performance metrics, and governance documentation.
