Service Manager (AMS)

Publicis Sapient; Hyderabad; On-site; INR 4,200,000 - 6,600,000; Full time

Job summary

Publicis Sapient Hyderabad seeks a seasoned Service Manager for Application Management Services to lead the Global IT Operation team, building delivery structures for client IT operations and multi-year engagements.

You will partner with CXO-level clients, drive IT strategy, risk and compliance, budgets, roadmaps, and oversee vendors and internal teams to ensure high customer satisfaction and service excellence.

Qualifications

• 12–20 years of relevant enterprise Application/Infra/Multi-cloud experience.
• Bachelor’s engineering degree in Computer Science or related field.
• Experience in MSP or IT consulting environment.

Responsibilities

• Maintains overall responsibility for customer satisfaction through the delivery of managed IT services.
• Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction.
• Engage and consult with senior leaders to align with strategic business goals and technical initiatives.
• Conducting regular status and business review meetings for each client to understand short- and long-term business goals.
• Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client.
• Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance.
• Identifying new opportunities to use technology to streamline business processes.
• Overseeing internal support and engineering resources to ensure successful delivery of services to clients.
• Educating clients on current technology trends relevant to their specific industry.
• Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues.
• This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization. This role requires outstanding customer service skills due to interaction with numerous client departments and business units.
• Ability to oversee simultaneous projects to successful delivery.
• Demonstrated experience with vendor management and contract structuring.
• Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management.
• Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation.
• Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners.
• Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.
• Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.
• Communicate effectively and professionally in all forms of communication with internal and external teams/customers.
• Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.

Skills

MSP experience

Leadership

People skills

Project management

Incident management

Documentation

Communication skills

Team collaboration

Application stacks

Risk and compliance

Vendor management

Contract structuring

Security controls

Education

Bachelor's in Computer Science or related field

Tools

ITIL

Agile

Job description

Open Locations - Hyderabad, Bangalore, Chennai, GGN, Pune, Noida

We are looking for a seasoned Service Managerfor Application Management Services to join the Global IT Operation team. As the leader in production operation teams, you will build, drive and lead delivery teams for IT Operation Services offered to various clients.

You would have had proven success in building and leading technology teams for technology services companies, with a focus on growing Digital Engineering Services. Experience in leading, solutioning and delivering large multi-year deals at Fortune level companies will be strong advantage. Experience of working in a matrixed environment, which includes interfacing with Industry and global delivery teams is a must.

You should be a seasoned technology leader, who is passionate working directly with various large clients at Operation heads/ CxO level on the multi-year Application and IT Infrastructure management, which includes decisions on IT Operations, cost assessment, continuous improvement and Service innovation, macro and micro designing, tying business logic to outcomes, finalizing important technology and operations decisions, identifying risks and suggesting mitigation strategies etc. and have extensive experience with clients.

JOB RESPONSIBILITIES

• Maintains overall responsibility for customer satisfaction through the delivery of managed IT services
• Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction
• Engage and consult with senior leaders to align with strategic business goals and technical initiatives
• Conducting regular status and business review meetings for each client to understand short- and long-term business goals
• Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client
• Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance
• Identifying new opportunities to use technology to streamline business processes
• Overseeing internal support and engineering resources to ensure successful delivery of services to clients
• Educating clients on current technology trends relevant to their specific industry
• Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues
• This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization. This role requires outstanding customer service skills due to interaction with numerous client departments and business units
• Ability to oversee simultaneous projects to successful delivery
• Demonstrated experience with vendor management and contract structuring
• Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management
• Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation
• Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners
• Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.
• Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.
• Communicate effectively and professionally in all forms of communication with internal and external teams/customers.
• Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.

Key Metrics Responsibility:

• Customer Satisfaction

Personal Attributes:

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
• Willingness to work in odd hours and weekend as per the project requirements.
• Ability to prioritize when under pressure and be able to travel within region and globally for delivery issue and/or strategic governance meeting

Skill Requirements:

• Prior experience in Managed Service Provider or IT Consulting environment is a must
• Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role
• Should have exposure in in executing large production support engagements across applications and infrastructure technology stacks
• Previous project management experience and in running major incidents
• Exceptional attention to detail and highly organized
• Able to work on and coordinate multiple tasks simultaneously
• Comfortable working in a team environment
• Extensive Experience in managing large Application stacks
• Proven ability to create and maintain effective documentation, including policies, processes, and procedures
• Broad operational experience in a public company environment with a deep understanding of IT
• Proven experience to deliver in a fast-paced technology company

EXPERIENCE

12 - 20 years of relevant experience in the enterprise Application/Infra/Multi cloud solutions space.

EDUCATION

Bachelor’s engineering degree required (Degree in Computer Science or related field preferred)