Senior Manager - Managed Services (Operations Management)
Inbox Business Technologies, Pakistan

• Undertake the development, transitioning, monitoring and reporting of the Managed Services Operations
• Ensure the governance and risk management and guidance are in place to clearly define responsibilities, processes, delegations and decision-making powers
• Lead the operations team and oversee its functions, resources, financial management, human resource management, facilities, information and communications.
• Manage customer/vendor relationships, contracts and compliance
• Be involved in all aspects of the engagement, from proposal and budget planning to delivery of services to customer
• Develop, implement and review operational policies and procedures
• Service level management, monitoring and ensuring all SLAs are being achieved with no chance of customer dissatisfaction or penalty imposition

Project Management

• Prepare estimates and detailed project plan for all phases of the project
• Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues
• Establish and maintain a high level of communication directly with all the stakeholders

Vendor Management

• Assisting procurement to identifying vendors for business needs
• Seeking quotes and negotiating all commercial and financial terms

Human Resource Management

• Providing guidance to direct reports, typically comprising first-line managers and supervisors also assigning and monitoring their KPI's
• Mentor and support the learning and development of team members
• Assist HR with recruiting when necessary
• Managing hiring and firing needs and requests
• Monitor staff performance and complete performance reviews on regular intervals

Pre-Sales (Solution Architecture)

• RFP postmortem and identifying customer requirements also converting their expectations to tangible requirements i-e products, resources, service levels, Opex and capex
• Coordinate with all concerned functional units and preparing commercial and technical proposals

Commercial Responsibilities

• Develop project opportunities (up-sell/cross-sell) through proactive marketing
• Assisting in project recoveries along with customer follow-ups, ensuring all requisites are met
• Pursuing intern and external teams for purchase orders and contracts
• Showcasing company portfolios to current and new customers

Financial Responsibilities

• Manage financial sustainability and budget of the projects
• Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Customer Dealing

• Ensure that customer inquiries are handled efficiently
• Contribute to strong client relationships through meaningful interactions with high level client personnel
• Listen to voice of customer and undertake all measures to achieve their satisfaction
• Listening to all escalation and addressing their grievances

Strategic Engagement

• Make important policy, planning, and strategy decisions
• Working with cross functional units to ensure collaboration for shared goals
• Interacting with senior management for projects and operations visibility
• Working on Projects and Operations governance and frameworks and ensuring compliance (ITIL and PM)
• Working with senior management and other peers for strategy development and execution planning pertaining to Managed Services or Strategic projects

Legal amp; Compliances

• Review contractual terms and identify potential conflicts
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
• Reaching-out legal team for all project requirements i-e (but not limited to) formal-written communication, contract reviews, changes and addendums

Requirements

• Resource required must have 7 to 10 years of experience
• Candidate must at least Bachelors degree
• Stakeholder management
• Monitoring amp; Reporting
• Project Management
• Pre-Sales

Benefits

• Health Insurance (IPD amp; OPD)
• Life Insurance
• PF
• Mobile Allowance
• Car Allowance