▷ [Urgent] Manager (Product Implementation & Support)

3 weeks ago

Pune, India Icertis Full time

Job Description

The service delivery manager is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess super leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.

Responsibilities :

- Overseeing Service Delivery: Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations.
- Managing Teams: Leading project teams and coordinating with various teams to resolve issues.
- Monitoring Performance: Tracking key performance indicators (KPIs) and ensuring high performance levels.
- Budget Management: Managing budgets and finding ways to reduce costs without compromising service quality.
- Customer Relationship: Maintaining strong client relationships and addressing their needs and feedback.

Skills:

- Leadership: Strong leadership and team management skills.
- Communication: Excellent communication skills for interacting with clients and team members.
- Problem-solving: Ability to troubleshoot and resolve issues effectively.
- Project Management: Proficiency in managing application enhancements workstream and tracking progress.
- Customer Service: Strong focus on customer satisfaction and service improvement.

Qualifications:

- 10+ years of prior experience with SaaS Implementation, Application Enhancements and Application support for large Global customers/organizations.
- Demonstrate a good understanding of SDLC (e.g. agile process), project management, and support processes (E.g. ITIL ).
- Excellent written and verbal communication skills, discretion, and excellent judgment. Very strong business analytical skills with an eye for detail
- Manage cross-functional interactions with Icertis internal teams - e.g. Product Management, Customer Support, and Cloud Operations and be the point of contact to drive toward successful implementations.
- Ability to multitask and prioritize effectively and handle shifting priorities efficiently and professionally.
- Critically evaluate information gathered from multiple sources and reconcile conflicts.
- Must have direct client engagement experience over multiple end-to-end implementations.
- Show an acumen to correctly interpret trends and patterns from available data and to formulate effective strategies to achieve program/project objectives.
- Excellent interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.
- Bachelors degree or equivalent experience with a keen business sense is required. MBA and/or experience in Management Consulting is preferred.
- Progressive experience in managing enterprise SaaS implementations - analyzing, troubleshooting, and debugging customer issues will be useful.
- Superb time management and ability to juggle multiple tasks under strict deadlines.
- Knowledge of SaaS, Microsoft technologies, and Cloud services
- Six SIgma, ITIL, PMP or other certifications required.

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