Senior Manager, Managed Services

1 month ago


Bengaluru, Karnataka, India Clarizen Full time
Company Overview

Planview is a global leader in work and resource management, helping organizations accelerate their goals through connected work. Our comprehensive solutions support strategic planning, portfolio and resource management, Lean and Agile delivery, and more. With over 4,500 customers globally, including 59 of the Fortune 100, we provide the industry's most advanced solutions for business and digital transformations.

The Opportunity

We are seeking a highly skilled Senior Manager, Managed Services to lead and manage a team of consultants and technical specialists in delivering managed services to our North American customers. The ideal candidate will demonstrate strong management and leadership skills, possess extensive knowledge of Project and Portfolio Management (PPM) concepts, and have the ability to build and maintain key client relationships.

Key Responsibilities

Lead and manage a diverse team of consultants and technical specialists
Exercise independent judgment to make decisions for the team
Own execution issues, identify areas for improvement, and implement lessons learned
Manage team projects that are diverse and complex, maintaining multiple responsibilities simultaneously
Develop and maintain strong client relationships, serving as the primary point of contact for service delivery issues and escalations
Build networks with senior leaders and integrate peer perspectives to provide coaching and guidance to the team
Oversee the planning, execution, and monitoring of service delivery projects, ensuring adherence to project timelines and budgets
Monitor service delivery performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), implementing corrective actions as necessary
Identify opportunities for service improvement and innovation, driving initiatives to enhance service quality, efficiency, and profitability
Provide leadership and mentorship to team members, fostering a culture of continuous learning and development
Seek feedback from the manager and team to prioritize, delegate, and organize competing objectives and tasks
Review team performance regularly with senior management to determine future resource needs
Attend customer review calls and handle the team working in the night shift
Conduct resource allocation and maintain efforts in Planview
Monitor the forecast of projects and resources to ensure optimal utilization
Stay abreast of industry trends and best practices in managed services
Incorporate new technologies and methodologies as appropriate

Requirements

Demonstrated strong knowledge of foundational management and leadership skills, with proven experience in leading and managing diverse teams
Proven ability to make independent decisions and manage team execution issues
Strong skills in managing client relationships, with the ability to build and maintain networks with senior leaders
Knowledge and understanding of Project and Portfolio Management (PPM) concepts, with experience managing multiple projects and ensuring they align with business objectives
Project Management: Excellent project management skills, with experience overseeing complex projects and resource management
Ability to mentor and develop team members, fostering a culture of continuous improvement
Strong analytical skills, with the ability to monitor and improve service delivery performance
Willingness to work night shifts to accommodate North American customer requirements
Knowledge of how to track and improve Customer Satisfaction Tracking (CSAT) scores
Ability to manage escalations effectively
Strong presentation skills for effectively communicating ideas and solutions
Proficiency in using data visualization tools like Power BI, with experience creating dashboards
Familiarity with SQL for database management and querying
Strong verbal and written communication skills

Additional Qualifications

Certifications in relevant fields can be an added advantage (e.g., PMP, ITIL)
Customer-oriented mindset and ability to manage client relationships effectively
Experience with Planview or similar project management software
Strong communication and interpersonal skills

Education

Bachelor's degree in engineering (BE), Computer Science, or a related field
A master's degree in business administration (MBA) and BA are often preferred

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