Project Management

As the Managed Services Manager (MSM) at the organization, you play a crucial role as the primary point of contact for the client's Managed Service. Your main responsibilities involve overseeing the organization's Hybrid cloud services and infrastructure to ensure the overall delivery of the Managed Service. You will act as the customer's main IT management focal point for service-related issues, technical escalations, and integration actions. - Participate in onboarding and transitioning new hybrid cloud managed services customers. - Review Statements of Work (SOW) to ensure alignment with deliverables and collaborate with internal stakeholders to address any discrepancies. - Ensure client billing and metering systems are set up and operational for aaS customers. - Create and maintain Customer Account Support Plans. - Oversee post-implementation services delivery and coordinate proactive services. - Host regular operational support meetings with customers to discuss performance, recommendations, updates, and action plans. - Manage customer escalations promptly and participate in formal escalations during critical issues. - Validate monthly billing amounts for customer accounts. - Handle SLA claims in collaboration with client and customer teams. - Monitor capacity and usage in the environment to identify potential growth or change requests. - Utilize internal technical expertise to provide effective solutions to customer issues. - Collaborate with client and partner teams to diagnose and resolve complex issues. - Lead and coordinate Change Management activities and implementations. - Industry knowledge and experience in managing and implementing Hybrid Cloud solutions. - Ability to apply subject matter knowledge to solve common and complex business issues. - Monitor and optimize cloud services performance and costs. - Build and maintain strong customer relationships up to senior management level. - Knowledge of "as a service" (SaaS) operations. - Technical knowledge in Compute, Storage, Networking, Virtualization, Containers, Bare metal technologies, software, and tools. - ITIL/ITSM knowledge/certification. - Strong communication, problem-solving, and project management skills. - Ability to analyze business needs and apply financial concepts. - Proficiency in Microsoft Office applications. - Strong English verbal and written communication skills. - Team player with mentoring abilities. - Program Management skills and organizational skills.,