Job Description

Description:

• Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements
• Define and implement best practices according to ITSM and tools for engagement execution and management based on engagement scope and deliverables
• Adhering team(s) according to agreed contractual KPI’s and SLA’s
• Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements
• Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity
• Manage interface and customer experience between stakeholders, engineers, local and remote support teams
• Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements
• Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders
• Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment
• Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks
• Service Delivery duties per customer requirement as assigned

Skills:

• 2+ years of experience with a Managed Service Provider
• 7+ years + Bachelor’s Degree of Equivalent
• End User Services Support Management