ASMS_Service Manager

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Job Role: Service Manager

Job purpose
The resource should be able to lead a support program and provide directions and strategies to grow the project
Stakeholder Expectation Management
People capability development and management for the practice

Technical skills requirements

• Demonstrate people management. Should have managed a reasonably sized team (20 FTEs) across locations, in an onshore-offshore model
• 10-15 years of experience in outcome-based Production Support & Maintenance projects with SLAs, preferably from a top tier Global Outsourcing services provider.
• Should be well conversant with ITSM & Service Management frameworks
• Should have expertise in setting up and running of Managed Services / outsourced projects – key exposure areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.
• Track, Measure Service metrics and ensure SLA Adherence
• Participation in pre-Sales & RFPs
• Stakeholder Expectation Management
• Ability to multitask and work in a fast-paced, collaborative team environment
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Excellent written and oral communication skills; writing, publishing and conference-level presentation skills a plus
• Ability to travel in accordance with client and other job requirements

Additional skills requirements

• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry
• expertise to support delivery to clients
• Perform an appropriate role in business development in terms of presales and practice development. for example, presales, internal engagement and / or knowledge management
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Be a thought leader on outsourcing strategies and on adoption new outsourcing delivery models & trends.
• Demonstrate people management and an ability to lead outsourcing services assignments.
• Should have managed a reasonably sized team (20 – 30 FTEs) across locations, in an onshore-offshore model.
• People capability development and management for the practice.
• Should be willing to work in shifts and on-call support.
• Preferably knowledgeable on Java or .Net or Fullstack or SaaS products on Cloud

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