The Managed Services Manager will lead a team to meet the implementation and service goals of this quickly growing product while maintaining a high level of customer satisfaction. The manager will interact with internal stakeholders and GHX North America leadership to provide operational oversight and ensure we meet our delivery targets.

Required Skills-

Excellent communication skills; verbal, written, and electronic.
Ability to identify learning opportunities and self-educate where resources and opportunities are present
Teamwork and team development focused
Leadership qualities and skills
Efficiency, organization, and effective time management
Attention to detail
Customer service/interpersonal skills
Efficient in Excel or other similar reporting tools
Monitors departmental capacity and provides pro-active visibility into potential bottlenecks.
Tracks, analyzes, manages, and communicates service deliver- related metrics
Able to create capacity models and conduct capacity assessments for the Program/Project
Aggressively pursues opportunities for continuous improvement to internal processes and tools.

Roles & Responsibilities-

Hire, manage and oversee a team of GHX FTEs and contractors as applicable in delivering GHX Managed Services to our customers
Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions within Managed Services
Provides support analytics and customer experience data to assist application design improvement and product implementations.
Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met
Oversee individual contributors and conduct 1on1s to increase performance and foster open communication and collaboration
Build and develop the team: Establish hierarchy of responsibilities and concentrations as needed, develop domain knowledge of new members
Acts as escalation point for technical and transactional issues that occur within Managed Services
Maintain operational efficiency with proactive oversight and corrections (internal QA Program)
Assist product management with the operational design of managed service enhancements and make suggestions on new services driving greater customer value
Escalates issues to leadership and/or aide in technical resolutions as appropriate while providing follow up with required individuals to ensure successful problem ownership
Serves as the internal representation for voice of the customer on new or already existing products
Effectively implement new processes or request process evolution to drive greater efficiencies as the Managed Services customer base grows
Ensure appropriate staffing for coverage and monitor workload capacity. Initiate new hire processes when appropriate.
Build and maintain necessary training and resource documentation

Education and Experience-

Minimum 5+ years of account management and managing direct reports
Bachelor s degree, or a combination of education and related experience Qualification

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Manager- Managed Services Operations