Job Description

2.00 to 5.00 Years
AUSTIN [United States]
¿ Play the role of professional technical services managers responsible for coordinating the delivery of services contracted in this SOW. ¿ Create long term healthy Tech Mahindra to Applied end user customer relationships¿ SPOC (Single Point of Contact) for all the operational delivery teams in this SOW. ¿ Governance across all areas of their services in this FES SOW including service management, Account management, incident and change management, continual service improvement and customer satisfaction.¿ Play a key role in ensuring the highest level of operational service delivery and customer satisfaction.¿ Monitoring overall performance of services¿ Good communication around issues and opportunities ¿ get things done, make things happen¿ Collaborating with senior management on Applied Materials account management and growth¿ Ensuring operations teams are aware of changes and are prepared¿ Building service reports¿ Service reporting and sponsoring service delivery meetings¿ Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities¿ Removing all obstacles to customer satisfaction and / or financial performance within budgets¿ Communicating across organizational boundaries ¿ from engineers through to senior managers¿ 3rd party management responsibilities¿ Looking out for Applied Materials¿ and Tech Mahindra¿s long term interests¿ Following up if service delivery is not meeting expectations¿ Working with the client and operations teams to identify and manage service improvement activities¿ Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division¿ Ability to follow hardware and software best practices as defined by the Managed Services management¿ Set Goals and objectives for various teams to adhere and achieve Service Levels and high levels of customer satisfaction.¿ Provide ranking of employees based on KPIs (Balanced scorecard)