Senior Service Manager

A Teradata Service Manager is responsible for the delivery of outcomes and driving continuous service improvements with Teradata Managed Services customers by leveraging ITIL best practices. Projects which the Service Manager is responsible for involve the administration, operation and sustainment of analytic ecosystems which may comprise Teradata Vantage data warehouse, data lake systems, data acquisition and integration tools, businesses intelligence, analytics and data science tools, backup and restore systems, disaster recovery systems and other infrastructure, security and cloud related applications/tools.

This is a senior management role in our execution to the customer and the ability to communicate and manage clearly and with all stakeholders is paramount.

Key Areas of Responsibility

Customer Management

• Manage customer expectations and drive effective return on value
• Drive customer dialogue and interaction through periodic service review sessions
• Manage customer agreements regarding SLAs, SLOs, KPIs and associated penalties/credit arrangements

Delivery Management

• Manage new engagement set-up and transition
• Ensure services are delivered as per contract scope and within agreed services levels
• Review IRA (Issues, Risks and Actions) logs and ensure that the team keeps the information current and that commitments are achieved
• Manage escalations both to the customer and internal
• Mentor teams to drive continuous service improvement initiatives, delivery efficiencies and automation activities
• Ensure teams keep operations manuals and other pertinent project documentations up to date
• Drive the discipline of defining, measuring and reporting relevant KPIs to objectively assess the quality and state of the service
• Develop, manage and communicate a rolling forward plan for the maintenance and activities of the environment
• Proactive ecosystem and service management. Anticipate and communicate evolving trends that may impact engagement. Ensure team adherence to both Teradata and customer security policies and standards
• Ensure operational processes are established and delivery team knowledge of these are always kept current

Financial Management

• Monitor, manage and report project financials through Teradata’s PSA system
• Initiate customer billing through PSA as per contracted billing milestones
• Ensure consultant project hours and expenses are entered and approved as per guidelines and governance policy
• Report project health and financial status during periodic governance reviews
• Manage engagement financial risks

Resource Management

• Manage multiple delivery teams of varying sizes and coverage models delivered onsite and offshore which may comprise of local, borrowed, 3^rd part and/or customer resources
• Facilitate the onboarding of new resources as per project requirements
• Facilitate the management of team shift schedules and rosters
• Work with resource management teams for addition or replacement of consultants
• Develop contingency plans for staffing shortfalls or issues

Account Team Collaboration

• Support account team in securing renewals
• Provide relevant information, insights and leads to new customer needs and opportunities

Practice Development

• Drive the adoption of current best practices, templates, tools and accelerators
• Contribute to the growth of the community of practice by sharing lessons learned and case studies

Skills & Attributes

• Experience in IT services operations management and control
• Knowledge and experience in the delivery and maintenance of data warehousing and analytic ecosystems
• Experience in the application of the ITIL framework
• Strong consulting skills
• Experienced in leading multi-geography teams
• Experience with agile delivery and project management desirable

Preferred Qualifications

• 7 years or more experience in computer technology or related fields with at least 3 years focused on managing IT operations or Managed Services delivery
• BS/BA degree in Business Technology, Computer Science, or Management Information Systems, Business Administration, Math, Statistics, or Engineering
• ITIL v4 Certification

Teradata highly values diversity and equal opportunity in all aspects of our business. We are excited by the unique qualities, abilities and perspectives each person brings, and candidates are considered on all the attributes they may bring to the role and the team.