IT Account Manager

IT Account Manager acts as a primary point of contact between region/country product line owners, internal business partners and external customer.

The main goal is to enable a good functioning relationship between operations and IT.

This is achieved by building long term relationships with key stakeholders within the regions, defining fit-for-purpose IT solutions for running operations, managing the change management process and overall ensuring proper and timely interaction occurs between operations and IT.

• Act as IT counterpart accountable for dedicated Customer account, being the point of contact for the Customer, maintaining relationship between business and IT.
• Develop in-depth knowledge of how business/product functions; provide guidance and assistance in prioritizing technology needs; facilitate development of Customers digital roadmaps, drive and participate in demand management process for business/product requests.
• Provide on request IT engagement process towards BD/Operations for new opportunities / business retention and development, engage key IT decisions makers to improve CEVA's offer accuracy and time to market.
• Provide access to technical and non-technical expertise in identifying, evaluating, developing system solutions and procedures that are cost effective and meet user requirements.
• Advocating for the business/product, guide projects from conception to implementation supporting both business/product and IT project teams in issue resolution. Monitoring progress via project Steerco's.
• Act as escalation point for business/product line owners to help identify root cause issues and resolve chronic IT problems. Provide Client related reporting (RCAs, AAR) by engaging country/regional service management teams.
• Proactively seek to expand relationships with business/product and identify business/product strategy and align on technology initiatives accordingly. Drive business towards use of CEVA IT strategic solutions and core products, apply best practices and corporate standards.
• Responsible for IT costs recharged to local country contracts; responsibilities include: management of project/CR related estimations, budgets and expenses, calculation of TCO, ROI customer billing, invoice reconciliations, and troubleshooting financial related issues.
• Participate in QBIR's with the product/business stakeholders in the country and represent IT in internal customer M/QBRs on invitation.
• Drive business agenda for legacy systems replacements as well as IT digital initiatives, contribute to businesses innovation agenda and improvement programs.
• Initiate projects/CRs handover from business to IT, monitor its progress and execution until project or change request is provided and handed over to support.

• 5 years of relevant technical or business work experience, especially within management of pre and post sales customer support.
• Experience in implementation and delivery services, preferable for large complex projects and customers.
• Very good command of English, good command of other European languages would be considered a plus.
• Bachelor's degree in IT or Business (or equivalent experience).
• Ability to utilize best practices and methodologies to ensure demand management and planning, projects portfolio management and support for customers are met.
• Ability to understand inter-dependencies between IT and Customer or business initiatives to effectively leverage resources.
• SWOT analysis and problem-solving competences. Proven experience implementing IT solutions and communicating with stakeholders on various levels.
• Understanding of Customer or business functional needs and operating environments.
• Ability to review and change processes to achieve best practice standards.
• ITIL and / or PMI/Prince2 certificates and experience with WMS and TMS systems and / or Blue Yonder DLx Dispatcher are nice to have.
• Knowledge of PMM, Top Class solution design, specialized products and supply chain technologies.
• Outstanding influence, communication and de-escalation skills to gain commitment from others and foster collaboration.
• Excellent situation management and leadership in critical situations.

• Interesting, independent job in a global organization with multiple development opportunities,
• Friendly work atmosphere & market competitive package (bonus, private medical care, life insurance, benefit system)