Support Services Mangaer
Job Description
Job Description
Job Title: Support Services Manager
Job Summary:
As the Support Services Manager, you will be responsible in managing support and resource outsourcing services business unit of IST. You will be leading people under the Support Services Department comprising of system engineers, application developers, service supervisors/coordinators and other technical resources. You will be dealing with customers at management level in building trusts and maintaining relationships. Reporting directly to the Professional Services Director, your role is an important function in growing business and ensuring that high level of quality services are provided to our customers.
Essential Job Functions
· Keep high level of professionalism and competence in dealing with customers maintaining cordial relationship and keeping them satisfied.
· Collaborate with Sales and Presales departments in working on opportunities, bids, tailored services and costing.
· Liaise with Human Resources, Administration, Finance and Technical departments in hiring, costing, mobilization and development of resources.
· Establish, review and enhance support services on metrics and KPIs offered and agreed with customers.
· Guaranty compliance to contractual obligations and adherence to Service Level Agreements with customers
· Ensure that operations and support activities are in accordance to applicable best practices whether through remote support services or onsite managed services
· Monitors and reports on overall performance and quality of delivered operational and support services
· Develop improvements in the department to enhance services, productivity, efficiency and effectiveness
· Maintain a highly motivated team of professionals who are always keen to succeed and keep customer satisfaction
· Coordinate with Practice Managers in implementation of development and training programs for technical resources
· Work very closely with PS Director in achieving targets – revenue, costs, profitability and business growth.
Requirements
Ideal Candidates
· Bachelor’s degree in Computer Science/Engineering, Information Technology, Project Management or related field. Master’s degree is a plus.
· Ideal candidates are those who have at least around 10 years professional experience and proven successes as service delivery or support services lead in a managed services environment and has managed and delivered numerous projects to enterprise customers such as telco, banks and government offices. He should have solid exposure in support services function and projects delivery in a leadership capacity.
· Key technical trainings/certifications: Project Management, IT Service Management
· Key skills: People Management, Resource Management, Customer Service, Negotiation Skills, Technical proficiency in one or all of the following: application programming/development, system engineering, IT infrastructure, network and security. Prior experience in business analysis, quality assurance or other related roles is a plus.
