The Customer Facing Senior Manager shall have the following responsibilities :
Leadership and Team Management :
o Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
o Foster a culture of collaboration, innovation, and continuous improvement within the team.
Service Delivery Management :
o Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
o Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
Strategic Planning and Execution :
o Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
o Collaborate with stakeholders to align digital services with business objectives and technological advancements.
Technical Expertise and Solution Design :
o Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
o Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
Customer Relationship Management :
o Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
o Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
Budget and Resource Management :
o Manage financial resources, including budget planning and cost control measures.
o Optimize resource allocation to maximize operational efficiency and service delivery excellence.
Mandatory Skills :
- Ability to collaborate effectively across departments and with external stakeholders
- Customer focused and result oriented
- Demonstrated experience in team leadership, strategic planning, and project management
- Excellent communication and interpersonal skills
- Senior Level Management
- Strong analytical and problem-solving abilities, with a keen attention to detail
- Strong technical background with expertise in enterprise IT services
- No degree + 25 years experience OR Bachelor's Degree + 20 years experience
- CompTIA Security+ CE required within 6 months of start date
- TS / SCI with FS Poly
Desired Skills :
- Information Technology Infrastructure Library (ITIL) V3 knowledge
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