About the job

Service Delivery and Operations Management

• Accountable to manage the client IT Infrastructure and drive operations as face of IT.
• Developing and nurturing client relationships at the management and as appropriate operational levels supporting the Transformation and Management team in establishing the clients as reference Accounts and supporting growth opportunities
• Support for in-life Client change requests and impact assessment for contracted Cyber Managed Services
• Practice agile service delivery and manage onsite resources deployment on client site and support end to end delivery and client satisfaction management.
• Assist in the implementation of bespoke support services as part of the service transition to the Client and company’s support teams
• Partner with CSI to periodically review the process and identify improvement opportunities
• Define and ensure the Business Relationship and Client Success Management Processes and its policies, procedures, and guidelines are in place and conduct awareness
• Conduct business reviews with clients periodically
• Address clients’ issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction
• Ensure that essential business requirement is understood, captured, and reflected in solution documentation
• Maintain security and confidentiality of client information
• Proactively identify business capability and service gaps and contribute to improvement efforts
• Work with the service owners and other process managers to ensure the smooth running of services.

Strategic

• Contribute to the Client Excellence team strategy
• Develop and maintain active and progressive working relationships with other teams and the clients
• Participate and influence the development of the overall sourcing strategy
• Initiate, develop and maintain strong relationships with clients for business growth
• Act as a technology advisor to the clients and a champion for identifying, leading, and driving information technology transformation and understanding the business needs.

Technology

• Stay up to date with new and emerging technologies to support transformation and growth
• Ensure delivery of new technology solutions and capabilities per the roadmap and ensure that they meet established objectives and expectations of clients.

Background

• Experience in client-facing operational management
• A proven expert in your area of specialism of support and managed service in enterprise Clients
• Have strong experience of leading service delivery and contributing to the crafting and maintaining of propositions
• Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the company Cyber Managed Services portfolio
• Experience in ITSM and ITIL
• Experience creating, analyzing, and improving related KPIs
• Experience with developing and maintaining team budget
• Expertise in managing contracts, agreements, and clients
• Expertise in following and contributing to the IT Service Management policies, procedures, and guidelines
• Experience in client relationship management process
• Good Security, Infrastructure, Application, and Desktop Management knowledge.

Job Specifications

Education

• Bachelors in Computer Science, Computer Engineering, Information Technology, Information Systems or equivalent

Minimum Work Experience

• 8+ Yrs. of overall experience, at least 4+ Yrs. in a similar role.

Skills/Certifications (Technical & Non-Technical)

Preferred Certifications/Training:

• SCRUM, Agile service delivery
• ITIL v4 Foundation
• CISM or CISSP
• Cloud Certifications
• Technology Certifications

Soft Skills:

• Excellent verbal and written communication
• Strategic
• Flexibility and adaptability
• Decision making
• Emotional intelligence
• Attention to details
• Problem-solving
• Analytical thinking
• Accountability and responsibility
• Presentation
• Reporting

Nature of Interaction:

• Internal and External