Sr Manager Managed Services

JOB SUMMARY

Management of technical functions for Managed Services Business Unit

  

 

ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES



* The Senior Manager of Technical Services is responsible for leading and managing the technical services team to ensure the delivery of high-quality support, maintenance, and technical solutions for customers and internal stakeholders.

This role involves strategic planning, operational oversight, and collaboration with cross-functional teams to drive efficiency, customer satisfaction, and continuous improvement in technical service operations.


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* Key Responsibilities


* Leadership & Team Management


* Oversee and mentor technical service managers and staff, fostering a culture of accountability, collaboration, and professional growth.


* Develop staffing plans, performance goals, and training programs to ensure team readiness and capability.


* Service Delivery & Operations


* Ensure timely and effective resolution of technical issues, escalations, and service requests.


* Implement best practices for troubleshooting, preventive maintenance, and technical support.


* Monitor service metrics and KPIs to maintain high standards of quality and efficiency.


* Strategic Planning & Process Improvement


* Develop and execute strategies to enhance technical service offerings and customer experience.


* Identify opportunities for automation, cost reduction, and process optimization.


* Collaborate with engineering, product development, and sales teams to align technical services with business objectives.


* Customer & Stakeholder Engagement


* Serve as a senior point of contact for critical customer issues and escalations.


* Build strong relationships with key clients and internal stakeholders to ensure satisfaction and trust.


* Compliance & Documentation


* Ensure adherence to industry standards, safety regulations, and company policies.


* Maintain accurate documentation of service procedures, technical reports, and compliance records.


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* Qualifications


* Bachelor’s degree preferred but not required.


* 8+ years of experience in technical services or support roles, with at least 4 years in a leadership capacity.


* Strong knowledge of technical systems, troubleshooting methodologies, and service management frameworks (ITIL preferred).


* Excellent leadership, communication, and problem-solving skills.


* Ability to manage resources, and complex projects effectively.


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* Preferred Skills


* Experience with service management tools.


* Familiarity with emerging technologies and industry trends.


* Proven track record of driving operational excellence and customer satisfaction

 

 

 

 

Education

 

 

Education Level

Education Details

Required/Preferred

Bachelor's Degree

and/or relevant business experience

Preferred but not required

 

 

Work Exp...