Managed Services Manager

Genesis Networks Pte Ltd| Date Posted: 4-Jul-2019
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Job Nature:
Position Level:
Experienced, Manager

Job Description


Job Summary:

The Managed Services Manager is responsible for the operational management and success of the Managed Services team. This position will focus on mentoring team members, implementing processes and procedures needed to ensure operational excellence, and driving measurable improvements in customer satisfaction and operational efficiency.


Job Responsibilities:

Personnel Management:

  • Foster motivation in the workplace, promote and sustain a motivated and high-performing team
  • Ensure appropriate staffing levels and coverage and maintain a 24x7x365 schedule and resource availability
  • Oversee goal setting and tracking for all managed services personnel
  • Develop training plans for employees to ensure that the team has the appropriate skill sets and certifications
  • Participate in annual employee review process

Process Management:

  • Build, implement, document, and ensure compliance with processes and procedures required for enterprise-class service operations
  • Proactively identify process gaps and fix them
  • Measure and report on adherence to processes and procedures as well as their effectiveness

Customer Satisfaction:

  • Oversee the delivery of multiple types of managed services engagements
  • Meet with customers on a regular basis and address any service concerns. This may include on-site meetings with customers as well as providing tours of the managed services facilities
  • Develop reporting to show the realized value of Managed Services, striving for objection free renewals and expansion of services within our customer base
  • Fill the role of incident manager for top priority incidents, ensuring that the team is continually driving towards resolution, the customer receives regular status updates, and that root cause analysis is performed after incident resolution. This may include periodic after-hours work
  • Assist with scoping and level of effort estimates for new service agreements

Operational Efficiency:

  • Ensure the team is accurately reporting their utilization and strive for an average of 80% customer utilization
  • Coordinate technical tasks and projects for the managed services team. This could include on-boarding new customers, implementing new tools or launching new service offerings

Job Requirements

Qualifications or Equivalent:

  • BS or BA with a technical concentration
  • ITIL, Six Sigma, PMP, CSM, or other process / project management certifications are preferred.
  • 5+ years in a technical field and 3+ years in a leadership role
  • Experience in 24x7x365 Managed Services or SaaS organization preferred
  • Experience using ITSM and Monitoring tool sets
  • Working knowledge of networking, telephony, servers, storage, virtualization and cloud technologies
  • Ability to manage projects efficiently from scoping through completion
  • Ability to develop and implement processes and procedures
  • Ability to build and run a team
Company Overview
Genesis Networks Pte Ltd