Technical Service delivery Manager

Details

Job Description

Position Overview

Stefanini is seeking a dynamic and experienced Sr. Technical Service Manager to join our Infra TSMO services organization. In this pivotal role, you will be the single point of contact for one of our key strategic accounts, ensuring operational readiness and governance oversight. Your leadership will be instrumental in driving service excellence and fostering strong relationships with our customers.

Key Responsibilities

• Process Maturation : Lead initiatives to enhance internal processes, breaking down work into logical functions to enable agile and efficient team delivery.
• Customer Relationship Management : Manage customer expectations and establish clear accountabilities to ensure alignment and satisfaction.
• Delivery Commitment Clarity : Communicate delivery commitments effectively, prioritizing tasks to maximize value for the customer and the organization.
• Stakeholder Engagement : Maintain effective communication with senior-level customer stakeholders, project delivery teams, internal teams, and third-party vendors.
• Bottleneck Resolution : Proactively identify and address bottlenecks, balancing security and business needs against constraints.
• Governance Oversight : Define and maintain robust governance frameworks, including reporting, monitoring, escalation, and control mechanisms.
• Cross-Team Collaboration : Drive cross-team initiatives, defining objectives and metrics, and leveraging data analysis to inform decision-making.
• Progress Reporting : Maintain comprehensive progress reports, including program metrics, risk matrices, and timelines, to communicate team performance and project status.
• Policy and Process Management : Develop and implement policies and processes tailored to customer needs, ensuring adherence and compliance.
• Continuous Improvement : Champion a framework for continuous service improvement, integrating achievements into governance practices.
• Team Shielding : Remove impediments for teams and protect them from external disruptions to foster a productive environment.
• Issue Tracking and Resolution : Oversee issue tracking and action planning, ensuring accountability and timely resolution.

Job Requirements

Qualifications

Skills Required

O365, Servicenow, Hpsm, Bmc Remedy, Cobit, Active Directory, Itil, Virtualization