Key Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with enterprise clients, understanding their business objectives and aligning our services to meet their needs.
- Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
- Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
- Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.
- Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work workplace.
- Performance Monitoring and Reporting:
Implement and manage performance monitoring tools and processes to track service delivery metrics.
- Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
- Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
- Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.
Technical Required:
- Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.
- Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.
- Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like:
- Performance Management
- Capacity Management
- Network Management
- Backup & Disaster Recovery/ROP/RTO
- High Availabil