MANAGER - IT SERVICES (IT Co.)

Company Name: Star Services L L C Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 10-15 Years Minimum Education Level: N/A Listed By: Employer Career Level: Manager Description: Job Description Experience and Qualification : 1.·Graduate, post graduate in computer engineering (or) related discipline. 2.·10+ years of minimum IT and Consulting Services experience of which at least 4 years are in management capacity. 3.·Candidate with past experiences in global IT consulting, system integration and managed services providers would be preferred. 4.·Results oriented business leader with solid understanding of budgets, forecasting, planning, P&L's, and complex pricing models. 5.·Certifications in good standing on ITSM, IT governance, project governance and IT & security risk management will be an added advantage. 6.·Demonstrable experience of a high involvement with multiple IT services to multiple clients, large scale delivery, people management, Client engagement management and relationship building. 7.·A keen, flexible and aggressive intellect; superior conceptual thinking as well as analytical and problem solving skills. 8.·Strong communication skills, both verbal and written, at all levels. Strong decision making, judgment and analytical skills. 9.·Demonstrated ability to effectively collaborate with cross-functional virtual teams 10. Candidates who have Cloud/ Virtualization Operations and delivery experience 11. -Been associated with established Managed services providers and System Integrators Outline: The qualified postholder will lead and develop a high performing IT Services team while partnering with key stakeholders in business, service partners and engineering areas across the organization. This includes negotiation, implementation, and ongoing management of IT service portfolio aligned to business priorities. Industry Type :Telecom / ISP Functional Area :Telecom Engineering / Communications Engineering Desired Candidate Profile General Expectations: ·1. Fosters mature relationship management, with the ability to comprehend, articulate and translate business needs to value driven IT service initiatives. 2.·Develops opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and exceptional service realization. 3.·Develop and oversee the implementation of process frameworks and IT controls covering all areas of service activity. Such that, all relevant procedural/ contractual requirements are fulfilled while delivering high quality services to customers. 4.·Exhibit exceptional leadership capabilities in building skilled resource pool, mentor and direct objectives, and ensuring the staff are motivated and stay competent at all times 5.·Stay abreast of new and emerging global trends and best practices. Evolve and apply to continuously improve IT service delivery for consumers . Service Delivery: 1.·Create and maintain a catalogue of available services. In consultation with the business, negotiate service level requirements and agree service levels. Diagnose service delivery problems and initiate actions to maintain or improve levels of service. 2.·Provide solutioning support to sales and marketing opportunities, strive to accommodate and plan for emerging market requirements. 3.·Develop and oversee transition frameworks, govern customer transitions and assume ownership for adherence to customer agreements. 4.·Provide high level professional advice and business expertise in consulting, problem solving, and expertise to support service delivery. 5.·Oversee the implementation process and delivery best practices by engaging the necessary resources and high levels of functional integration, accountable for customer satisfaction in the transition and transformation phases. 6.·Establish, maintain and perform continuous evaluation of alliance partnerships, leverage the third party ecosystem for delivering optimized IT services. 7.·Establish and oversee project delivery and control, govern the project implementation lifecycle and ensure customer expectations are managed balancing all relevant stakeholder objectives 8.·Contribute to the definition of change requests portfolio in order to develop a roadmap consistent with business prioritized initiatives and available resources 9.·Develop, plan and implement continual service enhancement initiatives providing competitive edge to business propositions Service Operations: 1. Responsible for governance alignment across all areas of service(s) including : service management, 2.Incident, Problem and Change Management, Continual Service Improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery 3.·Establishes and maintains operational methods, IT service management procedures & supporting toolsets, and reviews them regularly for effectiveness and efficiency 4.·Ensure customer KPIs and SLAs are managed, develop and drive all-encompassing service level management frameworks 5.·Responsible for business retention by driving the successful steady-state operations and SLA adherence, ensuring overall customer satisfaction 6.·Establish customer engagement and delivery assurance mechanisms, run and oversee customer engagement initiatives to maintain a transparent relationship with customers 7.·Monitor KPIs on incumbent partners to ensure services are delivered according to agreed standards and on budget 8. Identify and promptly handle risks which could adversely affect IT services to customers. Ensure mitigations are planned to uphold organizations reputation 9.·Plan and deploy initiatives for conforming to global best practices and standards, ensure ongoing compliance Keywords IT MANAGERINFORMATION TECHNOLOGYITSMIT governanceproject governanceIT & security risk managementKPISLAIT SERVICESservice managementIncidentProblem and Change ManagementContinual Service Improvement