Managed Services Manager

Requisition Number: 200240

External Description:

Managed Services Manager

About Think Big Analytics

Think Big Analytics, provides data science and engineering services that enable organizations to accelerate their return on investment from big data. These business-driven solutions include analytics in areas such as manufacturing device events, omni-channel consumer behaviour, and customer service behaviour, as well as governed data lakes that provide business value.

As the first and only pure-play big data services firm, our Data Scientists, Data Engineers, and Project Managers have deep expertise in helping the world’s most innovative companies strategize, architect, implement, analyse data on, and manage open source big data solutions. 

Think Big Analytics helps Customers leverage big data analytics by integrating open source platforms, such as Hadoop, NoSQL and streaming engines, with best-of-breed data warehousing environments. Because we embrace a range of vendor-neutral options, we can recommend the best combination based on specific business needs. We don’t get paid or incentivised to sell software or hardware, so we can put aside vendor noise to implement the most flexible, reliable big data solutions that quickly increase revenue, operational efficiency and customer satisfaction.

Summary Description:

The Managed Services Manager is a Principal Consultant or Delivery Manager with a successful track record of working on professional service engagements within a consulting organisation for external customers. This position is responsible for the delivery of complex service engagements to the end customer from initial service transition through to the ongoing service provision.

The Service Manager is required to initiate the transition services engagement with the client including engagement kick-off, identifying roles and responsibilities, documenting communication and escalation plans, defining operations manual and run-books for the client’s environment. On completion of the Transition phase the Service Manager will be the primary point of contact for customer communication and escalation.

The Service Manager has the responsibility to ensure the service is being administered in accordance with the SOW and SLAs, that any service delivery risks are identified and mitigated, that production deliverables are achieved utilizing standardised practices and that service reporting, reviews and audits are conducted as specified. This position will require some travel to customer sites for extended periods of time. The ability to communicate well and simplify technical issues is required. Written communication, excellent ability to follow-up on planned actions, and the ability to negotiate win-win outcomes is critical to the success of this role.

Qualifications

• 5 plus years’ experience in computer technology or related fields
• Must have experience working as a Service Manager, Service Delivery Manager or Technical Service Manager
• Very strong communication skills with the ability to provide structured updates to business stakeholders
• Excellent problem-solving skills with demonstrated experience managing and resolving work requests, tracking incidents and issues, and escalating technical problems for resolution as required
• Excellent customer facing skills, including negotiation of change requests and scope expansions
• Experience administering and managing Statements of Work and SLA’s
• Service auditing and risk assessment competencies 
• Knowledge of production operations processes and process design, the ability to recommend changes and to redesign a process to improve the result
• Ability to encapsulate knowledge for sharing across multiple projects
• Excellent understanding of service levels
• Experience in managing operational readiness requirements
• Experience in managing local, near and offshore Managed Service teams 
• Experience in leading improvement activities, Problem Management including planning, prioritizing and administrating work
• Structured in communication and presentation to non-technical management and IT customers
• Excellent ability to drive proactive behaviour amongst local, near and offshore Managed Service teams 
• BS/BA degree in Business Technology, Computer Science, or Management Information Systems, Business Administration, Math, Statistics, or Engineering or equivalent work experience
• Proficient in the use of Microsoft Office components and personal computers (for generating the many reports required by the customer)

Preferred Requirements:

• Knowledge of Global PM practices; PMP certification 
• Project Management or Implementation Management experience, including risk management, project reviews and audits
• Process design and re-engineering experience in an IT computer environment
• Knowledge of ITIL framework
• Knowledge of Teradata and Hadoop Eco System
• Understanding of project delivery methodologies 

Key Areas of Responsibility:

• Ensure the smooth ongoing execution of the production engagement phase through the maintenance of regular status meetings and reports, and by soliciting continuous feedback from the customer.
• Monitor the performance of the on-site and offsite resources from the Global Delivery Centres and the local market, through proactive project management, issue escalation and reporting.
• Identify opportunities to improve project deliverables and to implement best practice as a result of changing needs and requirements.
• Ensure that the environment supports the customer’s goals and objectives, in compliance with a defined Statement of Work and associated Service Level Agreement.
• Ensure processes are in place for SLA measurement and reporting.
• Provide periodic reporting and presentations to client management on the state of the Managed Services project.
• Facilitate the relationships between the customer, sales team, Global Delivery Centre (GDC) and field consulting teams. You will utilize these relationships to provide account leadership, maximize operations efficiency, customer satisfaction and site team associate satisfaction in the most cost-effective manner.
• Effectively manage P&L for effective delivery and support for services. Support should be completed to specification and within the assigned budget.
• Drive continuous performance improvement.
• Investigate all complaints, focus on reduction and early resolution (minimise escalation). Utilise repetitive resident complaint analysis to improve customer satisfaction

We offer a great package: competitive salary, discretionary bonus scheme (paid monthly), 24 days’ holiday, private medical healthcare, Nuffield health assessment, life insurance, matched pension contribution (up to 6%) and income protection. In addition to this we offer a variety of flexible benefits.

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: London

State: Greater London

Community / Marketing Title: Managed Services Manager

Job Category: Consulting

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: London, Greater London GB