Managed Services Lead Job Description (Technical Project Manager) Responsibilities Plan, Design and deliver support and sustenance as Managed Services to customers in line with ITIL and / or industry best practice Monitoring the effectiveness of the team against SLA / KPI s, driving through change as needed to deliver continual service improvement Ensure operational procedures and practices are well defined, documented and consistently applied Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues Be capable of identifying and implementing change within the team to ensure it can take on new modules merging into Managed Services.
Work closely with the Technical Leads to ensure new customers are on-boarded with seamless handover / transition into Managed Services.
Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service Set and cascade business objectives and targets to the team and ensure teams are skilled, trained and developed to enable them to deliver high quality service and support Manage and develop strategic partnerships with client and other internal stakeholders Ensure quality, up-
to-date documentation exists for all Modules that we support as part of MS. Provide leadership and direction to the global teams.
Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required Drive a continual service improvement program based on a desire to become a world class managed service provider.
Skills & Experience : We re looking for an experienced Managed Services Manager from an external, customer facing IT Managed Services background with a proven track record of building, developing and managing service delivery and support teams.
i.e. defining operational procedures, setting service standards, defining SLA s etc. You will participate in delivering RFP’s and drive POCs to gain new businessYou will drive and deliver DevOps and CI / CD enablement and implement agile methodologyIt goes without saying that you ll also be passionate about delivering exceptional service.
Technical Skills : o Data warehousing : Aware of DWH Architecture(s) / worked with Data warehouseso ETl : Informaticao Reporting : Microstrategy, Tableau , OBIEE, Excel , Power BIo Database : Teradata, Oracle* The Lead should have knowledge on at least one of the reporting tools mentioned above apart from other technical skillsIn addition to the above you ll also : Have a good level of LS Commercial acumen Be able to identify opportunities for efficiency, cost reduction and continuous improvement Have excellent communication, influencing and customer management skills Have solid technical understanding of latest technologies in the data & analytics space around Cloud (Azure), RPA, Data Integrations, Chatbot, AI etc.