Purpose

Implement MICTS strategies to achieve service excellence, operational efficiency, business profitability, and retention of people and customers.

Duties and Responsibilities

Collaborate with Sales Business Unit, Solutions and Service Architect/s, Service Transition, and Service Operations to analyze client requirements, formulate proposed service design and architecture, and create service proposals. Support Account Managers in client presentations, negotiations, securing signed proposals, and service contracts. Track MICTS sales performance. Facilitate turnover to the Service Transition once the contract has been awarded. Research managed service competitors and market conditions. Create content and conduct communication campaigns to promote MICTS internally and externally. Coordinate with existing Service Clients to ensure customer satisfaction. Ensure timeliness, accuracy, and quality of reports and presentations shared with existing Service Clients. Collaborate continuously with Service Operations and Service Transition to analyze processes, forms, reports, etc. to identify areas of improvement and cross-selling opportunities. Contribute to the establishment of the most effective and efficient standards, processes, and policies in MICTS. Act as a document controller for existing Management Systems and Standards, ensuring that documents are reviewed, updated, and tested. Support Service Operations and Service Transition for both internal and external audits. Perform other tasks and duties as may be assigned by the MICTS Head.