Manager / System engineer | IT services | ANSR Global | Hyderabad

Key Responsibilities:

• Client Relationship Management:

• Act as the primary point of contact for clients, ensuring clear and effective communication.
• Understand client needs and expectations to deliver tailored IT solutions.
• Build and maintain strong client relationships to enhance satisfaction and loyalty.

• Service Delivery Management:

• Manage end-to-end service delivery to ensure SLA adherence and client satisfaction.
• Develop and implement service delivery frameworks to optimize efficiency.
• Monitor and improve service performance through continuous feedback and metrics analysis.

• Technical Leadership:

• Oversee the planning, implementation, maintenance and operations of IT infrastructure.
• Provide technical guidance and solutions aligned with client requirements.
• Collaborate with technical teams to ensure timely and efficient delivery of services.

• Process Management:

• Ensure adherence to ITIL best practices for incident, problem, and change management.
• Develop and refine IT processes to improve operational efficiency.

• Compliance and Security:

• Implement and manage IT systems in compliance with ISO 27001 standards.
• Conduct regular risk assessments and audits to ensure data security and compliance.
• Design and enforce security policies, procedures, and controls.

• Team Coordination:

• Coordinate with internal teams to align on project goals and timelines.
• Provide training and mentorship to junior team members.

• Reporting and Metrics:

• Monitor and report on project performance, SLA adherence, and client satisfaction.
• Prepare and present reports to stakeholders, highlighting achievements and areas for improvement.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field
• 12 years of progressive experience in IT management, with at least 3-5 years in a leadership role.
• Strong understanding and hands-on experience with ITIL/ITSM frameworks and practices.
• Technical proficiency in one or more IT infrastructure areas.
• Proven experience in managing ISO 27001 certifications and IT security compliance.
• Expertise in service delivery management, with a focus on customer satisfaction and SLA management.
• Strong leadership and people management skills with a track record of leading high-performing teams.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to manage multiple projects and priorities in a dynamic environment.

Preferred Skills:

• Professional technical certification like CompTIA A+, CompTIA Network+/CCNA, CompTIA Server+, CompTIA Security+ or equivalent
• Certification in ITIL, ISO 27001 Lead Auditor/Implementer, PMP, or similar.