Sr. Manager of Managed Services/Head of Client Delivery
Location: Hybrid in Raleigh NC area or remote in Dallas metro OR Jacksonville Metro
Summary
Our client’s mission is to improve the relationships between brands and consumers via better data. They are a SaaS company with enterprise technology products in the Data Management, Customer Experience and Fraud Prevention spaces. The company has been in existence for over 20 years and is publicly traded on the UK stock exchange. Their market-leading enterprise software platform is deployed in more than 30 markets by some of the largest organizations in the world.
The are currently in need of a Head of Client Delivery that will manage multiple technical teams across the US, UK, and India (10 person team) to deliver remote managed services to large scale infrastructure. This requires a motivated, client-focused professional with excellent communication skills, who has experience managing a large global team and able to adapt to the various nuances that come with working in multiple regions.
The primary goal is to deliver the Remote Managed Service meeting SLAs and tracking KPIs to provide customer satisfaction for a Fortune 20 financial services client. You will oversee project implementation, ensuring they run with scope and appropriate budget as well as support the business development process, helping to identify and manage opportunities. You will help the team grow through coaching and generation of development plans.
The Sr. Manager will work with the other pillars of the Managed Services department, contributing and aligning to the technology strategy and collaborating with other teams when required.
Responsibilities include:
Lead global infrastructure support teams & develop/support the delivery of the best-in-class services.
Monitor and meet all contractual SLAs and track KPIs to provide customer satisfaction.
Implement & maintain monthly reporting on health of customer solution, customer relations & team.
Produce and maintain a pipeline of opportunities and project work that would support the business development process.
Lead the team and mentor/coach them to perform to the best of their abilities.
Prioritize system security, ensuring the team are educated on the criticality of security and are knowledgeable on implementation across system hardening, patching, vulnerability threat management and mitigation.
Regularly conduct security reviews with the office of the CSO to ensure security processes are evolving.
Build and maintain a roadmap for innovation that will drive improvements on the customer platform.
Maintain budget plan for all spend to deliver the services to the client.
Manage supplier relationships through the day to day delivery of the managed service.
Engage in detailed planning, change control and thorough testing to ensure performance, availability, and stability.
Create and maintain clear and accurate system documentation.
Qualifications:
A great leader while also an effective team player; actively guides, develops, and supports team members.
Experience and management of infrastructure engineers.
Excellent communication skills and experience working collaboratively with systems engineers, developers, administrators, and business partners.
Experience of providing services to external business customers.
Adaptable, working as part of a supportive, well-established team but is also self-sufficient and organized, with meticulous attention to detail.
Good analytical and problem-solving skills.
Understanding and experience of working in secure environments under ISO27001 or equivalent.
Understanding and experience of working under ITIL framework.
Apply
Please tell us a little bit about yourself and the types of positions you are interested in. We will do our best to get back to you with some feedback asap.
