Virtela Technology - Manager - Client Services

Manager - Client Services

Reporting : Director - Operations

Engineering & Operations :

Pre-requisite :

- Strong customer focus

- Possesses strong product/technology/industry knowledge

- Has led and managed a team of SMEs providing support to a global organization

- Proven history of managing a large ISP network or large enterprise customer

- Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy

- Strong interpersonal and problem solving skills

- Demonstrated ability to meet deadlines and manage execution

- Willingness to travel as needed

Responsibilities :

Client Services Management :

- Primary point of contact for existing global customers

- Ensure high level of support to customer during service transition as well as service operation phase

- Building rapport with customer and translating customer requirement in to business cases for project and operations team

- Accountable for maintaining SLA levels of Incidents, Problems, Change management areas

- Accountable for project completions with the expected quality and Service Level Agreements

- Escalate effectively to attain resolution for any major operational issues

- Effectively communicate with customer and internal teams on challenges, options, project roll out plan and operational requirements

- Present weekly/monthly/quarterly reviews - create detailed presentation for all managed accounts portraying account management from delivery/operations, projects, improvement plans and recommendations

- Performing documentation management on internal CMDB

Service Operations :

- Incident Management

- Problem Management

- Chronic Issues and network improvements

- Problem Management Status Reports (projects)

- Root Cause Analysis (RCA) / Problem Records

- Project Plans (Action Log Tracking)

- Change Management

Project Management :

- Perform Project management and transition activities

- Managing, planning and prioritizing project deliverables and activities

- Develop and prioritize road map for the Projects beyond the initial phases, working with Technical Leads, Architects, and Subject Matter Experts

Reporting and Trend Analysis :

- Creating in-scope assets reports

- Performance, Availability, Capacity and Utilization trends

- Monthly billing reports

- Periodic Customer centric reports (Weekly, Monthly, and Quarterly)

- KPI reporting

- SLA reporting

Systems :

- Systems/Tools Development

- Systems Integration Oversight

- Leverage Customer tools

Training And Certification :

- Networking, Security concepts - Required

- ITIL concepts - Required

- Project Management Fundamentals - Required

- PMI/ITIL Certification - Optional

Experience :

A minimum of 8 years of progressive experience in IT in one of the following domain

- Managed Support Services (Telecom/ISP)

- Infrastructure Management Services (Remote Monitoring and Management)

- A minimum of 2 years- experience in a lead service management role with Telecom/ISP

Education :

- Bachelor degree in Electronics/Computers/IT preferred

Technical And Other Skills :

- ITIL Service Management Certification

- Great ability to develop and maintain a good relationship with all internal stakeholders

- Proven capacity to anticipate and define problem resolution

- Shows initiative and able to adapt

- Ability to manage priorities and work under pressure