The Customer Facing Senior Manager shall have the following responsibilities:
Leadership and Team Management:
• Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
Service Delivery Management:
• Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
• Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
Strategic Planning and Execution:
• Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
• Collaborate with stakeholders to align digital services with business objectives and technological advancements.
Technical Expertise and Solution Design:
• Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
• Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
Customer Relationship Management:
• Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
• Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
Budget and Resource Management:
• Manage financial resources, including budget planning and cost control measures.
• Optimize resource allocation to maximize operational efficiency and service delivery excellence.
Mandatory Skills:
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