Additional Acs Team Roles Sample Clauses

Additional Acs Team Roles. 1.3.1 ACS Business Office Director The ACS Business Office Director will have the responsibility to be the primary interface with Symetra regarding the delivery of Service Requests, projects, and SLA/SLR reporting. This role provides an on-site presence and liaison with Symetra for prioritization and completion of requested work, as well as daily oversight for contract and financial issues of behalf of the ACS Project Executive. The Business Office Director will also provide back-up for the ACS Service Delivery Director. Primary responsibilities include the following: ♦ Manages Service Requests and technical issues by working directly with the requestor to clarify requests and discuss timing expectations. ♦ Ensures that escalated issues are resolved according to the governance charter escalation procedures. ♦ Provides communication and management of ACS’ resource requirements with Symetra and the ACS Service Tower Delivery Managers. ♦ Assists in the selection of and manages the Subcontractors assigned to Symetra. Symetra Life Insurance Company (Symetra) Schedule 1—Relationship Management ♦ Manages the monthly SLA and SLR reporting process and communications. ♦ Introduces ACS’ methodology on the account; modifies such methodology to meet Symetra development standards; and ensures that this methodology is implemented on the account. ♦ Participates in a quarterly meeting with Symetra and Service Tower delivery organizations to review technological advancement plans and ACS’ involvement in implementation. ♦ Performs follow-up after meeting to ensure that technologies discussed in the meeting are identified as projects and are implemented. ♦ Identifies changes to Symetra’s processes and procedures that affect Services that are provided by Service Tower delivery organizations ♦ Reviews and update the SDRM used in the Service Tower delivery organization to reflect changes.