Senior Manager, Admin Services
- Icertis
- 12 - 16 years
- Pune
- 8 months ago
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Job Description
- Overseeing Service Delivery : Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations.
- Managing Teams : Leading project teams and coordinating with various teams to resolve issues.
- Monitoring Performance : Tracking key performance indicators (KPIs) and ensuring high performance levels.
- Budget Management : Managing budgets and finding ways to reduce costs without compromising service quality.
- Customer Relationship : Maintaining strong client relationships and addressing their needs and feedback.
Skills:
- Leadership : Strong leadership and team management skills.
- Communication : Excellent communication skills for interacting with clients and team members.
- Problem-solving : Ability to troubleshoot and resolve issues effectively.
- Project Management : Proficiency in managing application enhancements workstream and tracking progress.
- Customer Service : Strong focus on customer satisfaction and service improvement.
Qualifications:
- 10+ years of prior experience with SaaS Implementation, Application Enhancements and Application support for large Global customers/organizations.
- Demonstrate a good understanding of SDLC (e.g. agile process), project management, and support processes (E.g. ITIL ).
- Excellent written and verbal communication skills, discretion, and excellent judgment. Very strong business analytical skills with an eye for detail
- Manage cross-functional interactions with Icertis internal teams - e.g. Product Management, Customer Support, and Cloud Operations and be the point of contact to drive toward successful implementations.
- Ability to multitask and prioritize effectively and handle shifting priorities efficiently and professionally.
- Critically evaluate information gathered from multiple sources and reconcile conflicts.
- Must have direct client engagement experience over multiple end-to-end implementations.
- Show an acumen to correctly interpret trends and patterns from available data and to formulate effective strategies to achieve program/project objectives.
- Excellent interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.
- Bachelor s degree or equivalent experience with a keen business sense is required. MBA and/or experience in Management Consulting is preferred.
- Progressive experience in managing enterprise SaaS implementations - analyzing, troubleshooting, and debugging customer issues will be useful.
- Superb time management and ability to juggle multiple tasks under strict deadlines.
- Knowledge of SaaS, Microsoft technologies, and Cloud services
- Six SIgma, ITIL, PMP or other certifications required.
The service delivery manager is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Application support PMP Team management Project management Customer support Customer relationship Customer service Service quality Monitoring Six sigma
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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