Managed Services Manager

Role Summary

Responsible for overall delivery of the Managed Service solution. Acts as a management partner, an integral part and extension of the Customer's IT management structure. Is a Pivot between ITOC and the Account team for service-related issues, technical escalations and integration actions. Demonstrates broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication and negotiation.

Key Responsibilities

• An experienced Program Manager and Escalation Manager
• Responsible for the overall delivery of the MS solution and acts as the customer’s IT management focal for all service-related issues, technical escalations and integration actions
• Serves as the point of contact within ITOC
• Is valued by MS Customer as a partner and integral part/extension of their IT management structure, which results in less customer management engagement(reducing the customer’s management load/tasking)
• Escalate calls to an extended level of support, which may involve:

·        Engaging additional technical resources, product engineering, the account management team, and/or senior management

·        Following guidelines for escalation or engaging other resources sooner, if necessary, for problem resolution

·        Developing, updating, and distributing the Outage Communications and Action Plans

• Engage Product Engineering when:

·        A customer’s technical problem has exhausted the capability of reactive support to provide a resolution, including, but not limited to, problem duplication

·        A design problem is apparent or highly suspected, or design-level expertise would be needed to determine the exact nature of the problem

• The MS Delivery Owner is responsible for communicating and coordinating with customers and the account team during the engineering elevation process. The MS Delivery Owner is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.
• Provide overall responsibility for the MS change process.

·        A change is an alteration to this MS service scope or deliverables (e.g. change in service levels or add or remove deliverables, products, version or configuration of product, volume of product(s), or site) that affects this MS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.

Required Skills & Experience

·        Certification -PMP/Prince2/ITIL Preferred

·        Prior experience in managed Services with enterprise clients a plus

·        Knowledge of technology fundamentals and trends is essential.

·        Excellent ability to influence across and up – achieving/beating expected business outcomes

·        Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward

·        Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.

·        Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking, and performance.

·        Accountability: Own and drive results with a sense of urgency.

·        Innovation: Demonstrated passion and excellence by contributing to growth, cost savings, and simplification.

·        Consultative Drive: Recognized as a trusted advisor and leading expert.

·        Ability to understand risk and develop mitigation plans - knows how and when to accelerate for success

·        Has in-depth experience with key practices, processes, and methodologies applicable to project management