Technical Account Manager

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 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 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

The purpose of this role (Technical Account Manager) is to implement and improve IT systems, taking ownership of technical project management for clients, and to maintain the relationship between client IT and WNS Enterprise IT during implementation and for life of the contract.

Tasks include but are not limited to:

• 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• To collaborate with the I.T Managers and ensure the smooth running of their client’s IT Operations

• Take ownership of any IT outage that falls outside of usual BAU process, organizing fastest possible resolutions with least amount of 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 and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action

.• Take ownership of Solution Design Document creation and maintenance into BAU. Regularly updating document’s when required

• Owning project/client change requests within IT environment

• Must be prepared to chase stakeholders for outstanding actions

• Host meetings and circulate minutes/actions clearly and concisely

• Must be able to work after hours/weekends when required, to co-ordinate client changes and UAT• At least 3 years’ experience in an IT Project Management / Customer Relationship Management role, with a strong technical background• Analytical, practical and motivated self-starter.

• Experienced in hosting meetings, minute taking, reporting and follow up• Able to communicate with Management team of all levels

• Have an understanding of commercial operations within an IT environment.

• Sound understanding of business processes and IT operations

• Good understanding of the ITIL V3 Framework and implementation thereof

• Technical Account Manager/Service Delivery Manager experience

Qualifications

• ITIL V3 Certified (Desirable)

• IT Qualification’s (Required unless over 5 years IT experience)

• Tertiary Qualification (Desirable)

• Management Qualification (Desirable)