02 Mar
Manager - Managed Services position
Georgia, Atlanta , 30301 Atlanta USA

Job Title: M

anager - Managed Services

Job Location: Atlanta, GA

Duration: Full Time

Interview Mode:

Phone screen + WebEx (2 round minimum)

POSITION SUMMARY:

Build and direct the managed services practice for ITTstar, supporting cloud infrastructure and database operations for multiple service partners and end clients. This position assumes the lead role in managing US and India-based technical team members as well as ITTstar’s operations center to deliver quality cloud-hosted services to ensure high availability, efficient performance, protected services, and continual optimization. Deliver regular communication to clients on KPI’s relevant and improvements implemented. Develop employee skills and performance to adapt to business needs. Maintain strong focus on customer satisfaction and internal integrity.

ESSENTIAL FUNCTION
  • Oversee client onboarding efforts for Managed Service engagements and implementation for steady state operations
  • Ensure scope per contractual terms is achieved for each client
  • Manage resources to ensure on time delivery for activities and assignments
  • Coordinate for staffing needs to support capacity and capability
  • Develop and enhance catalog of services offered to support managed service sales opportunities
  • Review statement of work scope per effort for ability to achieve goals
  • Develop resources for technical and professional growth
  • Provide regular updates on performance and KPI’s as relevant per client
  • Maintain and communicate status internally across all active client services
  • Coordinate with network operations center for alerts and reactive efforts to maintain SLA’s
  • Drive continual improvement efforts to improve operations, automate, and protect client services
  • Plan resource assignments per project in conjunction with project management
  • Ensure changes adhere to technical standards and do not violate requirements around security, scalability, performance, or maintainability
  • Maintain high ethical standards in work with sensitive internal or client data

Leading and Managing:
  • Manage client services regularly against expected goals and SLA requirements
  • Meet with team members frequently on efforts and individual goals
  • Analyze and evaluate the performance of client services to ensure meeting objectives
  • Identify opportunities to innovate, improve, automate, or increase productivity.
  • Review statprogress submitted by team members
  • Prepare and present reports concerning services across prior periods and upcoming activities
  • Implement corrective action plans to solve program or departmental problems.

Communicating with Supervisors, Peers, or Subordinates:
  • Confer with team members to accomplish work activities.
  • Confer with clients to discuss issues, coordinate activities, or resolve problems.
  • Coordinate between internal teams or other groups to improve function or communication.

Guiding, Directing, and Motivating Subordinates:
  • Direct organizational operations, projects, or services.
  • Communicate organizational policies and procedures.
  • Develop staff capabilities for individual growth and support of business objectives

REPORTING RELATIONSHIPS:
  • Reports to the executive director for delivery and maintains regular contact with management and employees.

ADDITIONAL RESPONSIBILITIES:
  • Communication
  • Requires verbal and written communication
  • Requires use of electronic communication (email, instant messaging, conferencing)
  • Requires contact with others (face-to-face, by telephone, conferencing systems or otherwise)

Conflict:
  • Requires dealing with potentially unpleasant, angry, or discourteous people
  • Includes addressing conflict resolution situations

Impact of Decisions:
  • Requires making decisions that may impact the results of team members, clients or the company
  • Mistakes are not easily correctable and have serious consequences

Level of Challenge:
  • Requires being exact or highly accurate

Pace and Scheduling:
  • Requires meeting strict deadlines

Personal Interaction:
  • Requires coordinating or leading others in accomplishing work activities
  • Requires work with external clients
  • Requires work with others in a group or team

Responsibility for Others:
  • Includes responsibility for work outcomes and results

KNOWLEDGE, SKILLS AND ABILITIES:
  • Knowledge of cloud services, including applications, databases and development technologies.
  • Knowledge of principles and processes for providing customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.

EXPERIENCE AND EDUCATION:
  • Bachelor's degree in Information Technology or equivalent experience
  • Development experience with 5+ years of business application design and development
  • IT Operations management with 10+ years of experience
  • Strong knowledge of cloud services and technologies
  • Experience in customer-facing client support management with 5+ years of experience
  • Experience in logical data modeling and database design

To Know More about Company : https://ittstar.ai/ Regards,Arul AntonySr. Recruiter | ITTStar Consulting, LLC11175 Cicero Drive, Suite 100, Alpharetta GA - 30022D: +1E: | www.ittstar.com


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