Undertake the development, transitioning, monitoring and reporting of the Managed Services Operations
Ensure the governance and risk management and guidance are in place to clearly define responsibilities, processes, delegations and decision-making powers
Lead the operations team and oversee its functions, resources, financial management, human resource management, facilities, information and communications.
Manage customer/vendor relationships, contracts and compliance
Be involved in all aspects of the engagement, from proposal and budget planning to delivery of services to customer
Develop, implement and review operational policies and procedures
Service level management, monitoring and ensuring all SLAs are being achieved with no chance of customer dissatisfaction or penalty imposition
Project Management
Prepare estimates and detailed project plan for all phases of the project
Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues
Establish and maintain a high level of communication directly with all the stakeholders
Vendor Management
Assisting procurement to identifying vendors for business needs
Seeking quotes and negotiating all commercial and financial terms
Human Resource Management
Providing guidance to direct reports, typically comprising first-line managers and supervisors also assigning and monitoring their KPIs
Mentor and support the learning and development of team members
Assist HR with recruiting when necessary
Managing hiring and firing needs and requests
Monitor staff performance and complete performance reviews on regular intervals
Pre-Sales (Solution Architecture)
RFP postmortem and identifying customer requirements also converting their expectations to tangible requirements i-e products, resources, service levels, Opex and capex
Coordinate with all concerned functional units and preparing commercial and technical proposals
Commercial Responsibilities
Develop project opportunities (up-sell/cross-sell) through proactive marketing
Assisting in project recoveries along with customer follow-ups, ensuring all requisites are met
Pursuing intern and external teams for purchase orders and contracts
Showcasing company portfolios to current and new customers
Financial Responsibilities
Manage financial sustainability and budget of the projects
Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Customer Dealing
Ensure that customer inquiries are handled efficiently
Contribute to strong client relationships through meaningful interactions with high level client personnel
Listen to voice of customer and undertake all measures to achieve their satisfaction
Listening to all escalation and addressing their grievances
Strategic Engagement
Make important policy, planning, and strategy decisions
Working with cross functional units to ensure collaboration for shared goals
Interacting with senior management for projects and operations visibility
Working on Projects and Operations governance and frameworks and ensuring compliance (ITIL and PM)
Working with senior management and other peers for strategy development and execution planning pertaining to Managed Services or Strategic projects
Legal & Compliances
Review contractual terms and identify potential conflicts
Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
Reaching-out legal team for all project requirements i-e (but not limited to) formal-written communication, contract reviews, changes and addendums
