We're here to help.
In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.
We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.
It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.
May perform one of the following duties:
Provide expert judgment and analysis for the design, development and implementation of enterprise service level agreements in response to prospective client RFPs/RFIs. Direct efforts to understand and disseminate details/issues regarding requested SLAs, and confirmation of current performance levels achieved in prospective client environment. Develop and maintain a proactive methodology for SLA solutions development, educating operations/engineering and account team to service level approach, defining/influencing metrics, penalty definitions and exclusions.
Education and Typical Years of Experience
Bachelor’s degree/technical certification in Computer Science, Information Technology or related field and/or 8-10 years of service delivery and service level design and operations related experience. ITIL Foundations certified required.Experience with ISO 20000 a must. 3-5 years experience with ITIL Service Level Management.
Requirements
Client-facing skills and experience including high degree of tact and diplomacy.
Ability to turn potentially confrontational/defensive situations into positive relationships.
Effective verbal and written communication skills in dealing with internal and external personnel/clients.
Exhibit strong organizational, operational, team building and technical leadership skills.
Develop and maintain excellent working relationships with all levels of staff within and outside the Company.
Effectively manage multiple projects simultaneously.
Demonstrate broad-based technical acumen and experience to operate effectively in a fast paced customer driven environment.
Role Functions
Read and respond to RFPs/RFIs.
Engage appropriate Solution Designers and Operations/Engineering personnel to ensurePerformance Requirements are understood and will be met by design including red-lining, noting exceptions and assumptions.
Provide guidance and recommendations related to industry standards and ACS offerings.
Recognize the need for, request and analyze detailed client performance data.
Present ACS’ SLA position to client, answering client and gatekeeper questions, evolving solution through pursuit steps that may include yellow pads, orals, due diligence, walkthroughs and other client meetings.
Lead / support SLA and contract terms negotiations.
Develop Service Level related turnover documentation to the transition and service delivery teams.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
Experience: same as above
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