Manager Infrastructure Services

Sales Support
(Upselling)  Supports the creation of services sales opportunities in a designated Capability component by: o Assessing customer business needs and matching them to available solutions. o Participating in customer account reviews (as requested by the SDE/ADM). o Consulting with customer representatives on a regular basis to monitor trends and identify emerging needs. o Assessing service scope changes in which costs may be passed on to customer. o Actively communicate & encourage utilization of new capabilities to your accounts: Hypersoft Monitoring, EMPOWER by DXC, etc. Capacity Management  Responsible for the capacity management within the technology. o Monitor KPI resource utilization trend/cost and take appropriate action within the capability and/or with the engineering team under control of the SDE/ADM Problem Management  Monitors service delivery within the capability in order to: o Provide the coordination of Root Cause Analysis (RCA). o Resolve service delivery problems.  Updates MWS Leadership with Customer Metrics/Health of Relationship and/or environment Change Management  Coordinates changes within the Capability for his/her customer by identifying technical resource to complete change management activities.  Performs change control activities for her/his customer and capability  Microsoft advises of changes through message center updates. Responsibility to review upcoming Microsoft changes with the support team/and or account to determine potential impact, then put together plan to address. (this should also include communication to the client as necessary) Incident Management and Escalation  Enabler for the incident management within the technology working closely with the Incident Manager o Monitor that all needed information is available for the support team to resolve incident & the service provided (monthly review). o Coordinates escalations for major incidents by identifying necessary technical resources within the service operations and DTS. o Supports the usage of RtOP procedure/Critical Incident Procedure. (see 01 Incident Management Processes for Office 365 Critical Incident Processes. o Ensures appropriate KPE’s are established per Office 365/M365 Procedure: (see IncM_Office365-Define_KPE Management & coordination of non standard service requests.  Performs effort estimation, coordination, information, and internal billing activities.  Main interface to DTS and engineering.  Controls appropriate setup of standard tools, KPIs, processes and the fulfillment of contractual requirements during transition and transformation. Relationship Management  SPOC (Relationship management) for Customer and Account MWS O365/M365 Owner – focal point for customer, account team, and other operations support teams for ongoing support, inquiries, projects, and escalations  Weekly/bi-weekly meetings with support team Role Description: Microsoft 365 Client Capability Lead (CCL) Page 2 Financial Management Effectively manage financials in such a manner as to accomplish the objectives of the organization by:  The management of Volumetrics for internal and external account billing  List of service per client and associated monthly volumes.  Reviewing to ensure support team and WBS charges are accurate  Supporting Account management of staffing from O365 team Office 365 Dashboard  Effectively management updates within the Office 365 Dashboard for respective client to align with Portfolio methodology. (Office 365 Transition & Transformation)  By Friday COB every week  If nothing has changed – indicate that in the update Process Management  Ensures Operational Readiness/acceptance by support team  Ensures the Processes for Escalation are in place (including documentation, Customer Touch points, Account touch points, RTOP process)  Knowledge of all steady state processes, actively works with customer /account to set up and then knowledge share with support teams  Works with Cross functional teams to ensure sign off and delivery requirements met  Ensure resources for testing, configuration, etc. are in place from delivery  Ensure all documents are provided for O365/M365 configuration, Network diagrams, smtp flow diagrams, authentication diagrams and are accessible by support teams  Sets up relations with Microsoft through the O365/M365 Capability team. Minimum Qualifications:  Basic technical Know-How depending on service operations.  ITIL knowledge of support processes.  Two or more years’ experience in Messaging & Collaboration server system administration.  Ability to relate technical applications to business environment, processes and organization.  Demonstrated leadership skills in a collaborative working environment, incl. Best Shore portion.  Demonstrated leadership skills in a multi-cultural service delivery environment.  Well-developed customer relationship skill and ability to understand customers business.  Fluency in conversational and technical English, written and spoken.  Basic project management Know-How