Managed Service Lead

2 weeks ago

pune, India Bohiyaanam Talent Solutions Full time
Role: Managed Service Lead
Location: Pune
Experience Preferred: 10+ Years
Job Description:
Lead a team of managed service professionals, including service desk analysts, system administrators, network engineers, and other technical staff.
Define and implement service delivery processes and procedures to ensure the effective and efficient delivery of managed services.
Monitor service levels and key performance indicators (KPIs), identify areas for improvement, and take corrective action as necessary.
Act as the primary point of contact for clients, ensuring that their needs and requirements are understood and addressed in a timely manner.
Develop and maintain strong relationships with clients, vendors, and other stakeholders.
Provide regular reporting on service performance, including SLA compliance, incident resolution times, and customer satisfaction levels.
Work closely with sales and business development teams to identify new opportunities for managed services and support the development of proposals and bids.
Stay current with industry trends and best practices in managed services and IT service management.
Requirements:
Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
Minimum of (insert number) years of experience in IT service management, with a focus on managed services.
Proven leadership abilities, with experience managing teams of technical professionals.
Strong understanding of ITIL or other IT service management frameworks.
Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal stakeholders at all levels.
Strong analytical and problem-solving skills, with the ability to think strategically and act tactically to resolve issues and improve service delivery.
Relevant certifications such as ITIL Foundation, PMP, or CompTIA Network+ (preferred).
Experience with managed services platforms and tools (e.g., remote monitoring and management, ticketing systems, etc.).
Ability to work independently and collaboratively in a dynamic, fast-paced environment.

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