Technical Account Manager

WNS Cape Town, Western Cape, South Africa

Overview

The Technical Account Manager will implement and improve IT systems, taking ownership of technical project management for clients, and maintain the relationship between client IT and WNS Enterprise IT during implementation and for the life of the contract.

Location : Cape Town, Western Cape, South Africa

Company Description

WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS serves 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 with a growing footprint across Africa, employing 4000+ people.

Responsibilities

• IT Project Management when onboarding new clients
• Joining broader project management team for weekly updates on new transitions, including weekly reporting to all stakeholders
• Draw up project plans and timelines
• IT Procurement
• Good communicator
• Organizing IT resources to meet PMO / Client timelines
• Maintain relationship with client / Client IT into BAU environment
• Collaborate with IT Managers to ensure the smooth running of their client’s IT Operations
• Take ownership of IT outages that fall outside of usual BAU processes, organizing the fastest possible resolutions with minimal downtime
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive in reviewing business processes and suggesting improvements, identifying opportunities, risks and appropriate actions
• Take ownership of Solution Design Document creation and maintenance in BAU; regularly updating the document as required
• Own project / client change requests within the IT environment
• Chase stakeholders for outstanding actions when required
• Host meetings and circulate minutes and actions clearly and concisely
• Be prepared to work after hours / weekends when required to coordinate client changes and UAT
• At least 3 years’ experience in IT Project Management or Customer Relationship Management with a strong technical background
• Analytical, practical and motivated self-starter
• Experience hosting meetings, minute taking, reporting and follow up
• Able to communicate with management teams at all levels
• Understanding of commercial operations within an IT environment
• Sound understanding of business processes and IT operations
• Good understanding of the ITIL V3 Framework and its implementation
• Technical Account Manager / Service Delivery Manager experience

Qualifications

Seniority level

Employment type

Job function

Industries

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