Mira Saranpaa
Angestellt, Major Account Manager, Nebula Oy
Helsinki, Finnland
Werdegang
Berufserfahrung von Mira Saranpaa
Bis heute 6 Jahre und 10 Monate, seit Sep. 2017
Major Account Manager
Nebula Oy
- Full responsibility for major account ICT infrastructure. - Deliver against the agreed forecast of the engagement P&L. - Ensure services are professionally scoped, contracted, introduced and accepted. - Lead a virtual team of experts and multiple external partners to deliver as ‘one service team’ to customer. - Review the agreed of service levels and drive service owners to deliver at committed quality. - Represent customer interest to match expectations and delivered services.
- Service delivery responsibility for major account ICT infrastructure. - Deliver the agreed services profitably. - Keep the virtual team informed about the customer’s business requirements, the agreement and the agreed services. - Monitor performance of service delivery team against the service level agreement. - Report according to agreement both internally and externally.
4 Jahre und 7 Monate, Juni 2008 - Dez. 2012
Service Manager
Nice-business Solutions
- Team Lead and Operational Delivery Manager for a team of Transition Managers. - Member of Transition Planning & Support core team. - Transition Manager in multiple customer ICT projects and services. - Internal ICT Service planning, contract and vendor management, resourcing and implementation.
3 Jahre und 8 Monate, Nov. 2004 - Juni 2008
Customer Service Manager
BT Infonet
- Team lead for the Certified Service Desk. - Monitor and report the level of customer support performance. - Interact directly with customers in order to maintain clear communication and in order to develop the processes to meet customer expectations. - Development and improvement of overall operations and processes.
2 Jahre und 8 Monate, Apr. 2002 - Nov. 2004
Technical Support Engineer
Infonet
- Act as primary contact for global customers; identifying, troubleshooting and resolving issues. - Maintain workflows, communication, processes and procedures. - Monitor response time and taking action as needed to ensure timely response to all support cases. - Interact with carriers, suppliers and service desks in order to provide efficient customer service.
2 Jahre und 11 Monate, Juni 1999 - Apr. 2002
Telecommunications Specialist
Elisa
- Distribute work assignments. - Oversee and lead system installations. - Interact with field engineers, other technical teams & end users. - Configure, monitor and troubleshoot customer networks.