Job Order #2996

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Posted Date: 6/21/2018
Job Category:
Position Title: Manager, Managed Services
Salary Range:
Location: Montreal, Quebec, Canada
Desired Skills:

The Manager, Managed Services is the lead management role for a managed services engagement. This successful candidate will have a proven record of leading outsourcing engagements, ideally with direct experience in Teradata technologies, but at a minimum with Analytical Outsourcing Engagements.

The Manager, Managed Services is the vendor’s primary point of contact for the customer for:
• Client Satisfaction
• Client Reporting including SLA Management
• Risk Mitigation
• Resource Management
• Escalation Management
• Contract Management (including Change Management, Project Audits, Financial Management)
• Identifying new MS opportunities

Ideally the candidate will have an ITIL foundation and demonstrated consulting success.

This position works onsite in Montreal, to enable on-site management of clients. The ability to communicate well and simplify technical issues is required. Written communication, excellent ability to follow-up on planned actions, and the ability to negotiate win-win outcomes is critical to the success of this role.

• Excellent customer facing skills, and ability to manage complex delivery for both on and off-shore resources
• 10+ years of Professional Services consulting experience, with a minimum of 5+ years working with off-shore
• Experience administering and managing Statements of Work and Service Level Agreements
• Knowledge of Development and Sustainment with emphasis on multiple types of development design standards
• Knowledge of production operations processes
• Demonstrated ability to lead and negotiate Win/Win outcomes
• ITIL experience
• Excellent problem solving skills with demonstrated experience managing and resolving work requests, tracking incidents and issues, and escalating technical problems for resolution when required by other organizations
• BS/BA degree in Business Technology, Computer Science, or Management Information Systems, Business Administration, Math, Statistics, or Engineering
• Proficient in the use of Microsoft Office components and personal computers (for generating required reports)
• Engagement auditing and risk assessment competencies
• Ability to encapsulate knowledge for sharing across multiple projects
• Travel is required, approximately 25-30% travel per month to client locations

• Knowledge of Global PM practices; PMP certification
• Project Management or Implementation Management experience, including risk management, project reviews and audits
• Process design and re-engineering experience in an IT computer environment
• Knowledge of ITIL framework
• Consultative sales and lead generation experience

• Ensure the smooth ongoing execution of the production engagement phase through the maintenance of regular status meetings and reports and by soliciting continuous feedback from the customer.
• Monitor performance of on-shore and off-shore resources through proactive engagement management, issue escalation and reporting.
• Identify opportunities to improve engagement deliverables and to identify and implement best practices as a result of changing needs and requirements.
• Ensure that the Teradata Environment supports the customer’s goals and objectives, in compliance with a defined Statement of Work and associated Service Level Agreements.
• Ensure processes are in place for SLA measurement and reporting.
• Provide periodic reporting and presentations to client management on the state of the Managed Services Engagement.
• Facilitate relationships between the customer, sales team, Global Consulting Center (GCC) and the vendors Americas Call Center, Cloud teams, and Engineering (software and hardware). You will utilize these relationships to provide account leadership, maximize operations efficiency, customer satisfaction and site team associate satisfaction in the most cost effective manner.
• Utilize knowledge of customer environment to discover areas where additional Managed Service Offerings should be discussed with / offered to the client, adding value to both the customer and the vendor.

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