• Managed Services Lead Technical Project Manager Jobs in Pune,India - 23862535

  • Sai Webtel Technologies Pvt Ltd

Job Description:

Managed Services Lead Job Description (Technical Project Manager)
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
You ll have solid leadership and people management skills along with previous experience growing and developing an operations & sustenance function; ie defining operational procedures, setting service standards, defining SLA s etc
You will participate in delivering RFP s and drive POCs to gain new business
You will drive and deliver DevOps and CI/ CD enablement and implement agile methodology
It 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 warehouses
o ETl Informatica
o Reporting Microstrategy, Tableau , OBIEE, Excel , Power BI
o Database Teradata, Oracle
The Lead should have knowledge on at least one of the reporting tools mentioned above apart from other technical skills
In 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,

Profile Summary:

Employment Type : Full Time
Industry : IT - Software
Salary : Not Disclosed
Deadline : 20th Apr 2020

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