Managed Services Manager

INNOVATIQ SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

INNOVATIQ SOLUTIONS PTE. LTD. is seeking an experienced Program Manager and Escalation Manager to own the end-to-end delivery of the MS solution.

The role acts as a key IT management partner, coordinating between ITOC and the account team for service-related issues and integration actions. The candidate will master escalation processes, engage Product Engineering when needed, and ensure clear communication of milestones and decisions to the client.

Qualifications

• Certification in PMP/Prince2/ITIL preferred.
• Prior experience in Managed Services with enterprise clients a plus.
• Knowledge of technology fundamentals and trends is essential.
• Excellent ability to influence across and up – achieving/beating expected business outcomes.
• Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward.

Responsibilities

• Provide overall responsibility for the MS delivery and act as the customer’s IT management focal for service-related issues and escalations.
• Serve as the point of contact within ITOC and as the remote service advocate within the client.
• Partner with the customer to ensure team knowledge of critical IT services and business objectives.
• Escalate calls to extended support, engaging additional resources as needed, for resolution.
• Coordinate with Product Engineering during escalation and design issues.

Skills

PMP/Prince2/ITIL

Managed Services

Escalation Management

Stakeholder Engagement

Leadership

Problem Solving

Negotiation

Communication

Job description

Role Summary

Responsible for overall delivery of the MS solution. Acts as a management partner, an integral part and extension of the Customer's IT management structure. Is a Pivot between ITOC and the Account team for service-related issues, technical escalations and integration actions.

Demonstrates broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication and negotiation.

Key Responsibilities

• An experienced Program Manager and Escalation Manager
• Responsible for the overall delivery of the MS solution and acts as the customer’s IT management focal for all service-related issues, technical escalations and integration actions
• Serves as the point of contact within ITOC and is the remote service advocate within client
• Is valued by MS Customer as a partner and integral part/extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load/tasking)
• Partner with their customers to utilize industry best practices to ensure all other members of the client’s service delivery team are fully knowledgeable about their critical IT services and business objectives
• Escalate calls to an extended level of support, which may involve:

1. Engaging additional technical resources, product engineering, the account management team, and/or senior management
2. Following client’s guidelines for escalation or engaging other resources sooner, if necessary, for problem resolution
3. Developing, updating, and distributing the Outage Communications and Action Plans

• Engage Product Engineering when:

1. A customer’s technical problem has exhausted the capability of reactive support to provide a resolution, including, but not limited to, problem duplication
2. A design problem is apparent or highly suspected, or design-level expertise would be needed to determine the exact nature of the problem

• The MS Delivery Owner is responsible for communicating and coordinating with customers and the account team during the engineering elevation process. The MS Delivery Owner is further responsible for keeping the customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.

1. Provide overall responsibility for the MS change process.
2. A change is an alteration to this MS service scope or deliverables (e.g. change in service levels or add or remove deliverables, products, version or configuration of product, volume of product(s), or site) that affects this MS Service cost, schedule, quality, and/or conformance of the deliverables to the agreed specifications.

Required Skills & Experience

• Certification - PMP/Prince2/ITIL Preferred
• Prior experience in Managed Services with enterprise clients a plus
• Knowledge of technology fundamentals and trends is essential.
• Excellent ability to influence across and up – achieving/beating expected business outcomes
• Demonstrate strong business, programming, and analytical skills - break down business challenges into solutions with a clear path forward
• Client’s Corporate Citizenship: Partnership – Action - Innovation
• Leadership: Forming and leading teams to successful outcomes by eliminating barriers and delivering results.
• Project Methodology: Building and executing strategic initiatives by delivering comprehensive planning, tracking, and performance.
• Accountability: Own and drive results with a sense of urgency.
• Personal Development: Manage your career portfolio.
• Innovation: Demonstrated passion and excellence by contributing to growth, cost savings, and simplification.
• Consultative Drive: Recognized as a trusted advisor and leading expert.
• Team Approach and Collaboration: Leverage strengths across the team to achieve optimal & expedited results.
• Ability to understand risk and develop mitigation plans - knows how and when to accelerate for success
• Has in-depth experience with key practices, processes, and methodologies applicable to project management
• Strong business acumen, with experience working in a variety of industries and IT areas
• Must have demonstrated aptitude to understand a variety of technical domains and strategies regarding opportunities, challenges, risks, and business impact
• Agile approach in personal work style, with the ability to be flexible and adept in dealing with and resolving ambiguity
• Excellent verbal, presentation, and written communication skills including creating usable documentation and tools