·      Manage Service delivery functions for clients which can include everything from transition activities, minor enhancements and defect resolution to complete administration services of the client’s platform services.

·      Managed and adheres to all client Service Level Agreements (SLA)

·      Build strong, long terms service relationship with clients with a focus on quality, service excellence and longevity.

·      Allocates, manages and oversees development work that falls in support and maintenance bucket.

·      Manage technical and process resources in the assigned team.

·      Provides process and technical guidance to the team members.

·      Provides management, performance and dashboard reporting on monthly basis.

·      Facilitates client service review meetings, areas covered will include performance reports, service improvements, quality, and processes.

·      Establishes and implements short- and long-term strategies to delivery services to customers within reasonable schedules, SLA and budgets.

·      Successful service delivery – SLA achievement and high level of customer satisfaction

·      Single point of contact for client for managed service-related task as well as for Support and Maintenance work

Requirements:

·      Bachelor’s degree in computer science or equivalent qualification.

·      8+ years of experience

·      Monitors overall performance of services

·      Develops and manages project plans, budgets and work schedules.

·      Understands and clearly documents change request requirement

·      Ability to use own judgment and initiative in problem resolution

·      Strong communication and presentation skills

·      Must have ability to work in fast paced and often changing environment

·      Sound knowledge of Jira service desk or similar tools.