IT Account Manager (m/f) - Job based in Luxembourg

Date:  17 Sep 2023

Luxembourg, LU

Company:  Deloitte Luxembourg
Job Function:  Technology & Cyber Security
Seniority:  Manager levels
Contract Type:  Open-term

Your future team

Our Internal IT department creates the technological environment and assistance that enables Deloitte employees to quickly access vital information and succeed in their job on a daily basis using the most efficient powerful tools and emergent technologies. 

The technology is a key component of Deloitte’s strategy and activities, supporting our business growth, more and more based on IT solutions to serve our customers.

In that context, we are developing the next generation of key activities to ensure a high level of service quality : customer service engagement, SLAs, proactive services, performance management.

Transforming means improve our organization, our processes, our tools, our skills and also help our people to grow into that journey.

What you will do:

Your role will mainly consist in managing internal customers relationships :

  • Take the responsibility of the relationship between IT activities and some Deloitte internal business lines.
  • Be the Single Point of Contact to take ownership on all blocking issues, specific requests, help customer, manage escalations.
  • In collaboration with the Performance Manager and the Service Level Manager, define and follow the right key indicators to ensure an objective relation.
  • Take all the necessary proactive and reactive actions to facilitate the relationship and increase the quality of the service delivery to the customers.
  • Organize and animate the regular Account Meetings, specific to each client and based on facts and figures.
  • With the Service Level Manager, actively contribute to the SLA definition.
  • Ensure the proper communication between IT and customers, in particular for change and incident management.
  • Be a transmission belt in all situations, especially in case of urgencies or incidents.
  • Actively contribute to the current IT Transformation.

Who you are:

  • More than 10 years of experience in Client Relationship Management or Service Delivery Management within IT Activities.
  • Strong relationship skills for different types of businesses, at all levels of the organization. Ability to work with an important number of teams, people in several IT activities (architecture, development, infrastructure, service and project management, cybersecurity).
  • Strong knowledge of IT activities, organization and ITIL processes.
  • Rational spirit, comfortable with Facts and Figures management with a strong result oriented culture.
  • Be powered by client satisfaction and service quality.
  • Working in a fast-paced and evolving environment is a source of motivation for you.
  • An excellent command of the Microsoft Office suite.
  • You hold a Master's degree in IT, Management or similar.
  • Fluency in English and French is required.

Join a global company with a human touch.

Deloitte Luxembourg welcomes you to a positive and flexible work environment. You’ll discover our remarkable new premises, located in Cloche d’Or, Luxembourg’s fastest growing Business Hub.

With more than 2,600 employees and 70 nationalities, our multicultural environment promotes a culture of inclusion, trust and recognition. Deloitte combines the power of a global network, with the agility of startup minded teams.

Join us and live with us the Deloitte experience.

Requisition ID:  11295

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