Job Description:

Key Responsibilities of a Service Account Lead 
 

Relationship Management: 

Manage the relationship between the internal customers and the IT service teams. 

Understand Customers’ needs and ensure that services are aligned with business objectives. 
 

Issue and Escalation Management 

Manage internal Customer complaints or service issues promptly and professionally. 

Escalate critical issues to higher management or specialized teams when necessary. 
 

Service Management to Customers 

Is accountable for the delivery of IT services and ensures they meet agreed service levels (SLAs). 

Validates that Quality of Service Delivery meets Perception and Expectation of our internal Customers. 
 

Service Performance Management 

Regularly reviews regular reports on service performance, metrics and KPIs. 

Manage reviews to discuss performance, issues, and potential improvements. 
 

Project Planning 

Assesses and understands the Business Requirements for Projects 

Plans and initiates Projects based on Customer Demands (does not manage the Project). 
 

Continuous Improvement of Customer Experience 

Identify and implement improvements in service delivery and IT Products to enhance internal Customer satisfaction. 

Stay updated on industry trends and best practices to offer internal Customers innovative solutions together with the Product or Service Owners. 

Skills Required for a Service Account Lead (Korn Ferry) 

Balance Stakeholders 

Manages Conflict 

Interpersonal Savvy 

Organizational Savvy 

Customer Focus 

Complementary skills

Manages Ambiguity 

Builds Networks 

Situational Adaptibility 

#TBDDT