Manager (Product Implementation & Support)

1 day ago

Pune, Maharashtra, India Icertis Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for a passionate Service Delivery Manager (SDM). You will be leading efforts to ensure customers continue to get value from Icertis implementations. This role ensures Application Enhancement and Application support services are delivered seamlessly to clients. You will be leading the IROS (Icertis Run and Operate) Service for customer. This is an opportunity to work in a fast-paced start-up, learn the Icertis platform and CLM domain, and become an expert on how customers use Icertis.

The service delivery manager is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users andstakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess superbleadershipandinterpersonal 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.

  • Manager, Implementation

    3 days ago

    Pune, Maharashtra, India Onit Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Position Summary  We are seeking a strategic and experienced Manager, Implementation Services to lead our growing team of Implementation Managers and Specialists. This role is critical in driving successful client onboarding, ensuring high-quality delivery of software solutions, and fostering a culture of excellence and collaboration. The ideal candidate...

  • Manager, Implementation

    7 days ago

    Pune, Maharashtra, India Onit, Inc. Full time ₹ 15,00,000 - ₹ 30,00,000 per year

    Position Summary We are seeking a strategic and experienced Manager, Implementation Services to lead our growing team of Implementation Managers and Specialists. This role is critical in driving successful client onboarding, ensuring high-quality delivery of software solutions, and fostering a culture of excellence and collaboration. The ideal candidate...

  • Implementation Manager

    3 days ago

    Pune, Maharashtra, India Onit Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About Onit We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions. We're a team of innovators using AI at the core to help legal...

  • Senior Manager, Product Support

    1 week ago

    Pune, Maharashtra, India Avalara Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    What You'll DoThe Senior Manager, Product Support will be Reporting to the Director of Global Support Operations and lead a team of support professionals to deliver exceptional technical assistance to customers. You will manage daily operations, optimizes support processes, and drive cross-functional collaboration to enhance customer satisfaction....

  • Implementation Manager

    7 days ago

    Pune, Maharashtra, India Onit, Inc. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About OnitWe're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.We're a team of innovators using AI at the core to help legal...

  • Senior Implementation Manager

    7 days ago

    Pune, Maharashtra, India Amadeus Full time ₹ 15,00,000 - ₹ 30,00,000 per year

    Job TitleSenior Implementation ManagerJob Title: Lead Implementation & Deployment SpecialistLocation: Pune / BangaloreExperience: Min 15+ yearsEducation: Bachelor's Degree, Master preferredWe are seeking a highly skilled and technically proficient Lead Implementation & Deployment Lead to join Hospitality team. A Implementation & Deployment Lead ensures end...

  • Senior Manager, Product Support

    1 day ago

    Pune, Maharashtra, India Avalara Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    What You'll DoThe Senior Manager, Product Support will be Reporting to the Director of Global Support Operations and lead a team of support professionals to deliver exceptional technical assistance to customers. You will manage daily operations, optimizes support processes, and drive cross-functional collaboration to enhance customer satisfaction....

  • Production support, AS

    2 weeks ago

    Pune, Maharashtra, India Jobs via eFinancialCareers Full time ₹ 10,00,000 - ₹ 25,00,000 per year

    Job Title: Production Support, ASLocation: Pune, IndiaRole DescriptionAt the heart of Deutsche Bank's client franchise, is the Corporate Bank (CB), a market leader in Cash Management, Trade Finance & Lending, Securities Services and Trust & Agency services. Focusing on the Treasurers and Finance Departments of Corporate and Commercial clients and Financial...

  • Production Support

    2 weeks ago

    Pune, Maharashtra, India SQUIRCLE IT CONSULTING SERVICES Full time ₹ 10,80,000 - ₹ 18,00,000 per year

    Company Description Squircle IT Consulting Services is a leading IT solutions and services company established with a specific mission of providing comprehensive, top of the line solutions around ERP and BI. Since its inception in November, 2007, SQUIRCLE has emerged as a key player in ERP and BI space. SQUIRCLE brings together the best Technology and...

  • Director - Product Support

    2 weeks ago

    Pune, Maharashtra, India Incedo Full time ₹ 20,00,000 - ₹ 40,00,000 per year

    Role DescriptionStanding at the critical junction between network and applications, our client is a leader in secure application services. Our solutions protect and optimize application performance in a world of many clouds. We strive to enable intelligent automation with deep machine learning, to ensure business critical applications are protected, reliable...