Proactively monitors and drives service delivery to clients.
Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
Ensures that the standard client information repository related to technology, operations manuals is current and accurate.
Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
Reviews training requirements for service operations teams.
Engages with clients for technical operations as part of routine operations.
Plans and implements key service improvement priorities based on a continual service improvement approach.
Feeds continual service improvement priorities into the automation team.
Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
Ensures maximum uptime and the accurate and early response to client operational issues.
Responsible for resource planning and work allocation to meet agreed service levels.
Identifies opportunities for continuous service improvement.
Required Skills And Experience
Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
Advanced demonstrated experience in organizational change management (transformational experience).
Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center
With technical background and mgmt experiences with a 50/50 or 40/60 ratio, etc.
With experience in gov sector, will be an advantage.
