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Manager Client Services

Mumbai, MH
Job Code:
  • IT
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Job Details

Pre-RequisiteStrong customer focusPossesses strong product/technology/industry knowledgeHas led and managed a team of SMEs providing support to a global organizationProven history of managing a large ISP network or large enterprise customerHas developed and overseen a continuous professional development programme including a comprehensive mentoring strategyStrong interpersonal and problem solving skillsDemonstrated ability to meet deadlines and manage executionWillingness to travel as needed Technical and Other SkillsITIL Service Management CertificationGreat ability to develop and maintain a good relationship with all internal stakeholdersProven capacity to anticipate and define problem resolutionShows initiative and able to adaptAbility to manage priorities and work under pressure EducationBachelor degree in Electronics/Computers/IT preferredA minimum of 2 years experience in a lead service management role with Telecom/ISP ExperienceA minimum of 8 years of progressive experience in IT in one of the following domain Managed Support Services (Telecom/ISP)Infrastructure Management Services (Remote Monitoring and Management) Training and CertificationNetworking, Security concepts RequiredITIL concepts RequiredProject Management Fundamentals RequiredPMI/ITIL Certification Optional SystemsSystems/Tools DevelopmentSystems Integration OversightLeverage Customer tools Reporting and Trend AnalysisCreating in-scope assets reportsPerformance, Availability, Capacity and Utilization trendsMonthly billing reportsPeriodic Customer centric reports (Weekly, Monthly, and Quarterly)KPI reportingSLA reporting Project ManagementPerform Project management and transition activitiesManaging, planning and prioritizing project deliverables and activitiesDevelop and prioritize road map for the Projects beyond the initial phases, working with Technical Leads, Architects, and Subject Matter ExpertsIncident ManagementProblem ManagementChronic Issues and network improvementsProblem Management Status Reports (projects)Root Cause Analysis (RCA) / Problem RecordsProject Plans (Action Log Tracking)Change Management Service OperationsResponsibilitiesClient Services ManagementPrimary point of contact for existing global customersEnsure high level of support to customer during service transition as well as service operation phaseBuilding rapport with customer and translating customer requirement in to business cases for project and operations teamAccountable for maintaining SLA levels of Incidents, Problems, Change management areasAccountable for project completions with the expected quality and Service Level AgreementsEscalate effectively to attain resolution for any major operational issuesEffectively communicate with customer and internal teams on challenges, options, project roll out plan and operational requirementsPresent weekly/monthly/quarterly reviews create detailed presentation for all managed accounts portraying account management from delivery/operations, projects, improvement plans and recommendationsPerforming documentation management on internal CMDB
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 8-10


Channel Sales | Client Servicing | Corporate Sales | Relationship/Account Servicing
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