Client Service Coordinator

  • Ho Chi Minh City, Vietnam
  • Full-time

Company Description

LINKBYNET is a leading provider of private and public cloud computing solutions, associated with full managed services.

Accenture (NYSE: ACN) has completed its acquisition of Linkbynet in Juy 2021,  

Founded in 2000, Linkbynet is based in Saint-Denis, France, with additional offices in Belgium, Canada, China, France, Luxembourg, Mauritius, Singapore and Vietnam. The company’s team of more than 900 highly skilled professionals holds 400 certifications from major cloud providers such as Alibaba, Amazon, Google and Microsoft. 

Linkbynet will further enhance the global capabilities of Accenture Cloud First. Powered by 70,000 cloud professionals and a $3 billion investment over the next three years, Accenture Cloud First group brings together unmatched depth and breadth of cloud expertise, industry cloud solutions, ecosystem partner capabilities, and assets that help clients realize greater value from cloud at speed and scale.. 

https://www.linkbynet.com  

https://www.accenture.com/  

https://www.facebook.com/LinkbynetAsiaPacific  

Job Description

1.     Drive Service Management Activities

  • Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery
  • Organize governance and service committee
  • Report and control operation consumption for billing (Man-day, Hardware/Cloud resources. 

2.     Coordinate Operation Efficiency

  • Drive P1 communication on Incident Management
  • Ensure ITIL Operation process are respected
  • Manage continuous improvement and avoid recurrency through Problem management
  • Guarantee qualification and billing model for Change & Service Request
  • Maintain CMDB and Knowledge Management

3.     Contract Management & Business Development 

  • Ensure Service Level Agreement compliancy
  • Understand Customer business activities
  • Understands LBN service portfolio

4.    Customer Relationship & Satisfaction

  • Ensure close relationship with the customer
  • Help to identify or contact the relevant stakeholders
  • Ensure CSR KPI improvement
  • Interface with the contract owner for quality of service (QoS) and drive Continuous improvement plans

5.     Ambassador for LBN Spirit ©

  • Share Linkbynet success experience & legacy
  • Be LBN spirit ambassador
  • Relay the local & regional messages & strategy
  • Ease the inter-site communication/cross cultural aspects

6.    Multi-dimensional expertise

  • Support & Responsible in case of escalation in production in case of Incident/Crisis impacting the service level agreement
  • Crisis management for major situation related to customer in his scope
  • Identify opportunities to improve operational efficiency and productivity.

Qualifications

Educational Requirements: BSc/MSc in Computer Science & Engineering or in business administration

Work Experience

  • 1-3 years managing service contract in IT infrastructure

  • Service management experience

  • Strong knowledge in IT Infrastructure Production environment

  • Experienced in Cloud based environment like AWS, Azure, AliCloud, etc is a plus

Licenses/Certifications required: 

  • ITIL V3 or V4 Foundation

  • Cloud fundamentals

Other Qualifications / Core Competencies:

  • Interpersonal skills proficiency
  • Good Leadership and management competencies
  • Good presentation & communication skills
  • Automation mindset
  • Market/Industry understanding
  • Able to work flexible hours, including weekends by the needs of the business
  • Able to work overtime, as needed

Additional Information

Why you'll love working here: 

  • Wonderful and Human focus Environment 

  • Dynamic and young work force 

  • Great working environment (music band, gym, relax corners, PS4, Baby foot, ping-pong table etc.) 

  • Allowances (lunch, parking) 

  • Travel opportunities (Intersites mobility)

  • Team activities (CSR, team buildings, company trips, monthly birthdays etc

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