Senior Manager
4 weeks ago
Manage the Technical Relationship with client
Own the complete SLAs and Service Delivery for the client
Expected to work with technical domain leads for building SIPs and handle client escalation
Responsible for Client CSAT
Responsibility for profitability of account & billing
· Accountability on critical changes, communication, and business restoration
· Regular capacity reviews, Focus on quality metrics
· Identifying critical paths in delivery, inputs for design change
· Engage and communicate with Sr. Management and Supplier Management team of client on regular basis
Primary Skill Set
Customer Engagement and Service Level Management
Business requirement analysis, real time business expansion
Technology and Business change management, Cost analysis
Service Improvements and Collections and Cost analysis
Communication and engagement model development
Governance, Reporting, Reviews, Risk mitigations and escalations
Trend Analysis, QBR’s BRD inputs, Capacity inputs
Operations and Design team engagement and business reporting
Business impact analysis
Periodic collection tracking and reporting, Cost analysis in reporting
Secondary Skill Set
· Understanding of Cost of service
· Experience in Technology and Business change management
· Major Incident Managed /Contribution
· Involvement in infrastructure SIPs
Experience:
· 12+ years of experience in managing IT Infrastructure, handling Customer front and managing Service Delivery
Soft Skills:
· Good/Excellent Communication Skills (Speak, Read, Write)
· Report Writing
· Analytical & problem-solving skills
· Good presentation skills
· Willingness to Continually Learn
Team Player & People Management
Education:
· Any Graduate, preferably from IT background
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