Job Description

:

Sales Support

(Upselling)

? Supports the creation of services sales opportunities in a designated Capability component by:

o Assessing customer business needs and matching them to available solutions.

o Participating in customer account reviews (as requested by the SDE/ADM).

o Consulting with customer representatives on a regular basis to monitor trends and

identify emerging needs.

o Assessing service scope changes in which costs may be passed on to customer.

o Actively communicate & encourage utilization of new capabilities to your accounts:

Hypersoft Monitoring, EMPOWER by DXC, etc.

Capacity

Management

? Responsible for the capacity management within the technology.

o Monitor KPI resource utilization trend/cost and take appropriate action within the

capability and/or with the engineering team under control of the SDE/ADM

Problem

Management

? Monitors service delivery within the capability in order to:

o Provide the coordination of Root Cause Analysis (RCA).

o Resolve service delivery problems.

? Updates MWS Leadership with Customer Metrics/Health of Relationship and/or environment

Change

Management

? Coordinates changes within the Capability for his/her customer by identifying technical resource

to complete change management activities.

? Performs change control activities for her/his customer and capability

? Microsoft advises of changes through message center updates. Responsibility to review

upcoming Microsoft changes with the support team/and or account to determine potential

impact, then put together plan to address. (this should also include communication to the client

as necessary)

Incident

Management

and

Escalation

? Enabler for the incident management within the technology working closely with the Incident

Manager

o Monitor that all needed information is available for the support team to resolve incident &

the service provided (monthly review).

o Coordinates escalations for major incidents by identifying necessary technical resources

within the service operations and DTS.

o Supports the usage of RtOP procedure/Critical Incident Procedure. (see 01 Incident

Management Processes for Office 365 Critical Incident Processes.

o Ensures appropriate KPE's are established per Office 365/M365 Procedure: (see

IncM_Office365-Define_KPE

Management &

coordination of

non standard

service requests.

? Performs effort estimation, coordination, information, and internal billing activities.

? Main interface to DTS and engineering.

? Controls appropriate setup of standard tools, KPIs, processes and the fulfillment of contractual

requirements during transition and transformation.

Relationship

Management

? SPOC (Relationship management) for Customer and Account MWS O365/M365 Owner -

focal point for customer, account team, and other operations support teams for ongoing

support, inquiries, projects, and escalations

? Weekly/bi-weekly meetings with support team

Role Description: Microsoft 365 Client Capability Lead (CCL)

Page 2

Financial

Management

Effectively manage financials in such a manner as to accomplish the objectives of the organization

by:

? The management of Volumetrics for internal and external account billing

? List of service per client and associated monthly volumes.

? Reviewing to ensure support team and WBS charges are accurate

? Supporting Account management of staffing from O365 team

Office 365 Dashboard

? Effectively management updates within the Office 365 Dashboard for respective client to align

with Portfolio methodology. (Office 365 Transition & Transformation)

? By Friday COB every week

? If nothing has changed - indicate that in the update

Process

Management

? Ensures Operational Readiness/acceptance by support team

? Ensures the Processes for Escalation are in place (including documentation, Customer

Touch points, Account touch points, RTOP process)

? Knowledge of all steady state processes, actively works with customer /account to set up

and then knowledge share with support teams

? Works with Cross functional teams to ensure sign off and delivery requirements met

? Ensure resources for testing, configuration, etc. are in place from delivery

? Ensure all documents are provided for O365/M365 configuration, Network diagrams, smtp

flow diagrams, authentication diagrams and are accessible by support teams

? Sets up relations with Microsoft through the O365/M365 Capability team.

Minimum Qualifications:

? Basic technical Know-How depending on service operations.

? ITIL knowledge of support processes.

? Two or more years' experience in Messaging & Collaboration server system administration.

? Ability to relate technical applications to business environment, processes and organization.

? Demonstrated leadership skills in a collaborative working environment, incl. Best Shore portion.

? Demonstrated leadership skills in a multi-cultural service delivery environment.

? Well-developed customer relationship skill and ability to understand customers business.

? Fluency in conversational and technical English, written and spoken.

? Basic project management Know-How


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