I was responsible for cultivating solid customer relationships, assuring the quality of the service delivered by technical teams, increasing satisfaction and enabling the renewal of services. I was involved in customer escalations and working closely with other support teams such as Application team, Infrastructure team, DCE Nationally, networks team, security team and etc. I was the IM Operations Manager for the whole EC and the OU IM Suppliers were reporting to me. Act as the customer’s non-technical primary Point of Contact for Services and Support. Ensure the correct setup of services, and provide training on tools and procedures to assure the customer experience. Track service delivery to ensure, service meets or exceeds operational KPIs to maximize customer satisfaction. Respond to questions and queries in relation to services offered. Attend customer engagement and do customer site visits to facilitate communications with internal customers. Create plans including clearly aligned operational procedures for critical incidents. Address any customer satisfaction issues across the Business and follow ups. Send customer survey to the Business and we track services reviews, deliver and track agreed corrective actions. Manage all customer situations including high profile escalations. Attend regular meetings with assigned customers to assure their level of understanding of services purchased and being delivered. Perform regular risk assessments with employees and Suppliers. Facilitate IM Projects rollout such as Win XP, win XP, Win 10, CISCO phones, Office 365, rollout of new laptops, desktops, WebEx, Tablets, new Site Establishment, Printers and etc. Opex Budget and forecasting