06 Mar
Manager - Managed Services position
Vacancy expired!
- 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
- 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.
- 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.
- Direct organizational operations, projects, or services.
- Communicate organizational policies and procedures.
- Develop staff capabilities for individual growth and support of business objectives
- Reports to the executive director for delivery and maintains regular contact with management and employees.
- 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)
- Requires dealing with potentially unpleasant, angry, or discourteous people
- Includes addressing conflict resolution situations
- Requires making decisions that may impact the results of team members, clients or the company
- Mistakes are not easily correctable and have serious consequences
- Requires being exact or highly accurate
- Requires meeting strict deadlines
- Requires coordinating or leading others in accomplishing work activities
- Requires work with external clients
- Requires work with others in a group or team
- Includes responsibility for work outcomes and results
- 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.
- 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
Vacancy expired!