Manager, Managed Services (GMS)

• Lead and manage a diverse team of consultants and technical specialists.
• Exercise independent judgment to make decisions for the team.
• Own execution issues, identify areas for improvement, and implement lessons learned.
• Manage team projects that are diverse and complex, maintaining multiple responsibilities simultaneously.
• Develop and maintain strong client relationships, serving as the primary point of contact for service delivery issues and escalations.
• Build networks with senior leaders and integrate peer perspectives to provide coaching and guidance to the team.
• Oversee the planning, execution, and monitoring of service delivery projects, ensuring adherence to project timelines and budgets.
• Monitor service delivery performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), implementing corrective actions as necessary.
• Identify opportunities for service improvement and innovation, driving initiatives to enhance service quality, efficiency, and profitability.
• Provide leadership and mentorship to team members, fostering a culture of continuous learning and development.
• Seek feedback from the manager and team to prioritize, delegate, and organize competing objectives and tasks.
• Review team performance regularly with senior management to determine future resource needs.
• Attend customer review calls and handle the team working in the night shift.
• Conduct resource allocation and maintain efforts in Planview.
• Monitor the forecast of projects and resources to ensure optimal utilization.
• Stay abreast of industry trends and best practices in managed services.
• Incorporate new technologies and methodologies as appropriate.

What You'll Bring:

• Demonstrated strong knowledge of foundational management and leadership skills, with proven experience in leading and managing diverse teams.
• Proven ability to make independent decisions and manage team execution issues.
• Strong skills in managing client relationships, with the ability to build and maintain networks with senior leaders.
• Knowledge and understanding of Project and Portfolio Management (PPM) concepts, with experience managing multiple projects and ensuring they align with business objectives.
• Project Management: Excellent project management skills, with experience overseeing complex projects and resource management.
• Ability to mentor and develop team members, fostering a culture of continuous improvement.