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We are seeking a highly experienced Senior Manager to lead the enablement of the Monitoring function, setting the foundations for a best-in-class monitoring and remote management capability that enables service delivery at global scale.
Key Responsibilities- Develop Vision and Roadmap: Collaborate with the Global Business Unit (GBU) to define and develop the vision and roadmap for the Monitoring and Remote Management services part of the Managed Services (MS) offering.
- Design and Implement Capabilities: Design, implement, and deploy the required capabilities to enable the Global Monitoring Centers and the Manage and Support teams to deliver their services and continuously improve customer value.
- Work with SW Development Teams: Collaborate with Software Development teams (D&TO, Digital Services) and external partners to create the needed Software platforms to secure efficient and scalable service delivery.
- Maintain Industry and Market Knowledge: Maintain industry and market knowledge and recommend tools and best practices to ensure competitiveness and Customer value of MS offer in his area of responsibility.
- Drive Introduction of New Services: Drive the introduction of new related services, aligning with Professional Services, Managed Services, and other Business Units across Workforce Solutions to secure a consistent End-to-End Customer experience and cost-effective setup.
- Provide Expert Support: Provide expert support to sales and pursuit teams on the delivery capabilities managed.
- Manage a Diverse Team: Manage a diverse team that supports complex projects, evaluates the performance of relevant business metrics, while also developing recovery plans to address any exceptional issues.
- Act as Key Advisor: Act as a key advisor to senior management on the development of overall policies, long-term goals, and strategic plans of the organization, operating within the framework of functional guidelines and ensuring adequate support for proposed projects.
- Supervise Team Performance: Supervise the team as well as individual performance and monitors the attainment of organizational goals and contractual commitments, encompassing aspects such as budget, cost, service availability, responses, and reports.
- Talent Management: Perform talent management responsibilities including recruitment, performance management, coaching, and career development.
- Represent the Team: Represent the team as key interface to assigned functions, like Digital Services or others as required.
- Own and Execute POR: Own and execute his Performance Objectives and Results (POR) leveraging Agile methodology, performs resource planning, manages governance up to executive level, provides regular updates, and manages risks and deviations to the plan.
- Measure Performance: Measure performance of the designed services and manage its lifecycle until retirement.
- Typically 10+ years of job-related experience: Typically has 10+ years of job-related experience or 8-10 years of management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
- Engineering or Master's Degree: Engineering or master's degree in computer sciences, SW development, or related field.
- Hands-on Experience in IT Workplace Services Management: Hands-on experience in IT workplace Services management and support. Experience as part of a Systems integrator team/company is a plus.
- Knowledge of Technology: Knowledge of technology related to end-user computing, including unified endpoint management, VDI (Virtual Desktop Infrastructure), software packaging, configuration and patching, cloud print, endpoint security management, and endpoint analytics and reporting and end-point security and related.
- Strong Knowledge of ITIL Service Design & Service Management: Strong knowledge of ITIL service design & service management, certification is a plus.
- NPI/NSI, Product Management, and Technical Product Management Experience: NPI/NSI, Product Management, and Technical Product management experience.
- Cross-functional and Multi-country Working Experience: Cross-functional and multi-country working experience.
- People Management across Virtual Teams: People management across virtual teams.
- Customer Focus: Customer focus.
- Strategic Thinking, Tactical Planning, Agile Execution: Strategic thinking, tactical planning, agile execution.
- Excellent Presentation Skills, Verbal and Written Communication Skills, and Facilitation Skills: Excellent presentation skills, verbal and written communication skills, and facilitation skills.
- Building Relationships, Conflict Management, Stakeholder Alignment: Building relationships, conflict management, stakeholder alignment.
- Self-starter, Team Player, People-oriented: Self-starter, team player, people-oriented.
- Achievement Drive, Optimism, and Growth Mindset: Achievement drive, optimism, and growth mindset.
- Resilience: Resilience.
- Team Management: Team management.
