Account Director

General Requirements

• Planning and control of existing revenue and of service delivery in time / quality / costs
• Contract implementation in commercial systems as well as initial and formal ordering
• Ordering of internal / external deliveries including order processing and project contracting of multidisciplinary project teams (e.g. transition and implementation projects)
• In collaboration with SL's agreement on efficiency measures
• Lead-incident, lead-problem and escalations management
• Change management assurance
• Quality monitoring at the contract level
• Ensuring agreed terms of delivery and services

Communications / Reports

• Regular communications with customers for delivery and services within the contractual framework
• Contact person for the customer for commercial matters within the contractual framework in coordination with sales
• Handling of customer complaints and escalations within the framework of the complaint management process
• Conduct customer, service reviews (eg SLA, penalties) and track
  derived measures and activities
• Regular communications with Delivery and Sales for performance and quality
• Providing the agreed invoicing data
• Customer reporting / SLA monitoring according to customer requirements, management reporting (technical and SLA)

Sales Process

• Involvement in the sales process
• Approvals regarding delivery model (feasibility, time, quality, budget)

Financials

• Responsibility for revenue, GP and complete invoicing, clarification of open items
• Responsibility for budgeting and forecasting revenue, GP of contracts (existing business) in coordination with Sales
• Planning, forecasting, optimization and control of all production costs
• Ensuring capacity management to secure the required Service line tasks
• Responsibility for contract management and controlling (internal and external)
• Recommendations for portfolio consolidation and standardization.