Senior IT Manager

20 hours ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
Job Overview

We are seeking an experienced technical manager to lead our managed services operations team.

The successful candidate will be responsible for ensuring the delivery of high-quality services to our clients, managing client incidents, and working closely with cross-functional teams to drive service improvement initiatives.

Key Responsibilities
  • Proactively monitor and drive service delivery to clients.
  • Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
  • Work with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
  • Ensure that the standard client information repository related to technology, operations manuals is current and accurate.
  • Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
  • Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
  • Provide operational support and continuous service improvement post client handover from Technical Services (or other) teams.
  • Review training requirements for service operations teams.
  • Engage with clients for technical operations as part of routine operations.
  • Plan and implement key service improvement priorities based on a continual service improvement approach.
  • Feed continual service improvement priorities into the automation team.
  • Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
  • Responsible for the day-to-day running of the Managed Services Operations team in line with the performance established by the business.
  • Ensure maximum uptime and the accurate and early response to client operational issues.
  • Responsible for resource planning and work allocation to meet agreed service levels.
  • Identify opportunities for continuous service improvement.
Requirements
  • Excellent organizational and team management skills.
  • Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
  • Advanced understanding of budgets and cost management.
  • Excellent time management, prioritization and delegation abilities.
  • Excellent focus on client centricity.
  • Highly focused on business outcomes.
  • Ability to guide the team through transformational objectives set out by the business.
  • Excellent ability to work across different cultures and social groups.
  • Ability to work well in a pressurized environment and adapt to changing circumstances.
Qualifications and Experience
  • Bachelor's degree or equivalent degree in Information Technology or Computing or related field.
  • ITIL certification is desirable.
Experience Required
  • Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
  • Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
  • Advanced demonstrated experience in organizational change management (transformational experience).
  • Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center.

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