Key Outcomes of the Position
- Trusted advisor to assigned Customer(s).
- Work with Sales Team to help drive new business growth and Customer satisfaction.
- Responsibility for managing teams of Delivery Managers and Delivery Coordinators.
- Subject Matter Expert on all MCPc Services.
- Ensure high levels of customer satisfaction of assigned Managed Service Customers.
- Provide highest level of communication to internal and external Customers, Partners, Business Units, and other Teams.
- Look for Continual Service Improvements, own the Data, Reporting and Analysis to:
- Provide recommendations to assist clients for improvements or changes to their business.
- Provide recommendations to internal business units to improve processes and outcomes.
- Lead and manage Delivery Managers and Coordinators in support of contracted services.
- Run special projects as required.
- In Charge for department manager or other Program or Delivery Managers.
- A terrific, positive attitude, self-direction and leadership qualities are required.
- Strong customer-service orientation with a proven track record working with all levels of an IT organization.
- Experience in presenting QBRs.
- Experience with program and/or project P&L.
- Experience providing customer with consultative IT methodologies and metric reviews.
- Experience with hardware solutions that support MCPc Services.
- Strong understanding of a support team in various customer environments.
- Strong ability to communicate well both verbally and in writing to customers, end users and management.
- Self-motivated and the ability to manage multiple priorities along with a strong work ethic required.
- Strong project and time management skills.
- Professional demeanor.
- Ability to manage confidential and proprietary company information.
- Experience working in a team-oriented, collaborative environment.
- Strong ability to identify and manage service issues.
- Ability to travel as needed.
Experience and Educational Requirement
- 5-7 years’ experience with Managed IT Services
- 5-7 years’ experience managing technical and non-technical resources.
- 5-7 years’ experience providing and delivering technical support and providing technical guidance.
- Familiarity with ITSM software
- 4-Year degree desired
Experience in standardization of acquisitions. The focus of their role would be to help implement security standards such as desktop encryption, firewall coordination, Re Ip, cable standardization.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
