Must-Have
- The Engagement Manager and Operations manager is responsible for the overall success and satisfaction of the IT Managed Services engagement.
- Hands-in experience in managing Managed services programs with background of Salesforce, Data Analytics, Infra services and asset management
- Primary point of contact, building strong relationships, understanding client needs, coordinating with IT Line Managers, and ensuring service delivery meets or exceeds expectations.
- Proactively identify opportunities for improvement, manage escalations, and
- Collaborate with internal teams and ensure daily progress is being made , SLAs are met. Proactively identify gaps/blockers in meeting SLAs and fix them
- Responsibilities include regular client communication, performance reporting, drive weekly, monthly and quarterly governance meetings
- Strong communication, problem-solving, and client management skills are essential.
- Handle teams located in different locations, track efforts, and prepare monthly milestones
- Excellent Knowledge of performance evaluation and change management principles
- Team management, Communication & stakeholder's expectations Mgmt.
Good-to-Have
- Experience / Knowledge in Salesforce , Data engineering, Integration platform and Infra management
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Role descriptions / Expectations from the Role
1
Good understating of the customer environment, ways of working and drive the program with Business change mindset
2
Outstanding leadership and organizational skills, Problem solving,
3
Self-motivated and self-driven to work in a highly dynamic environment
4
Guide and support the implementation teams
