ESS Relationship Manager Responsibilities

  1. Represents Best Interests of Assigned Areas/Depts. to ESS
  2. Communication Conduit between Client Areas/Depts. and ESS
  3. Ability to Escalate and Resolve ESS Service Issues
    1. Urgent Support Issues (via CSC Mgmt)
    2. Program Issues (via Advisory Board)
  4. Occupies a seat on the ESS Advisory Board to:
    1. Participate in the discussion and prioritization of major projects an activities that overlap supported area
    2. Participate in Program Issue Resolution and Change Management
    3. Approval of timing of hardware and software upgrade
    4. Monitor Services Provided for Currency
  5. Assist with ESS Equipment Needs Assessments
    1. Equipment above desktop/laptop baseline (i.e.: dual monitors)
    2. Support Strategic Sourcing Participation
    3. Equipment Life Cycle Replacement Planning
    4. Non-Standard Software Application Requests
  6. Assist with Equipment Replacement Funding Issues
    1. Coordinates local area/depts. funding model (if present)
  7. Assist with ESS Annual Reviews (prior to budget planning)
    1. Support fee assessment
    2. · Equipment life cycle replacement planning
  8. Coordinate User Testing for Hardware and Software Upgrades
    1. Schedule and track testing results
    2. Escalate testing issues identified
    3. Source of approval for supported areas/depts.
  9. Coordinates resources to perform previous “desktop support” tasks not adopted by ESS
    1. Item lists vary by area, final lists tbd
    2. Examples (Outage Communication, Business Communication)
  10. Ongoing Review of Service Level Agreement metrics; for example:
    1. Customer Satisfaction
    2. First Call Resolution Percentage
    3. Ticket Resolution Times