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The Senior Manager, Technical Services is a senior management role, responsible for managing the implementation of a service strategy and organizational capability that provides a vision and forward direction for service management. This role takes responsibility for managing and growing a sustainable and profitable technical services practice aligned to the strategy of the overall business and, they contribute to providing guidance on leveraging service management capabilities to effectively deliver value to customers. This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.
Job Responsibility
Successfully manages the unit, profit and loss and lead a team of people
Contributes to strategy development and managing implementation to achieve revenue and expense targets
Collaborates with internal stakeholders to set the standard for client satisfaction and develop client service policies, procedures and standards that will drive optimization and client satisfaction
Uses understanding of business objectives, market trends and client requirements to contribute to the development of a technical service practice and that is aligned to the business strategy and goals and builds a seamless service operation
Works with internal stakeholders to set annual growth targets and manage the internal organizational impacts on the team in terms of resourcing, financing and up skilling
Ensures that the required process, policies and tools relating to financial, people, marketing and delivery management are in place
Leverages their relationship skills and knowledge of the client environment to assist and influence the client
Takes full ownership for managing efficiency levels, streamlining and continuously improving procedures to deliver customer excellence
Manages resource capacity to achieve service level agreements
Establishes internal controls to ensure management validation checks that ensure that services goals are being achieved and that business value is being realized throughout the services lifecycle
Provides business advice and technical consultation to clients when required
Prepares and presents reports to senior leadership
Executes business plans, monitoring performance and managing expectations to achieve best business results
Ensures that the business unit meet its profitability targets, maximizing revenue per billable resource within agreed cost constraints and without compromising the integrity and standards of the company
Sets and manages the operational budget
Requirements
Extended business and commercial orientation and with a supporting interest in technology
Extended knowledge of technical services, IT service management, and related technologies
Ability to stay up to date with industry trends, emerging technologies, and best practices
Extended knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices
Extended understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration
Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships
Extended leadership qualities, including the ability to inspire and mentor a team
Ability to facilitate presentation of technical and complex matters to a diverse audience
Ability to analyze data and produce reports on issues and recommend resolutions
Ability to multi-task, set priorities and meet deadlines
Extended knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable
Ability to work collaboratively with cross-functional teams and stakeholders at senior level
Bachelor's degree or equivalent in Business or Information Technology or related field
Extended relevant experience in similar role within a related global technology environment
Extended previous experience operationally managing a technical team