Sr Manager Managed Services - Req 2634

JOB SUMMARY

Management of technical functions for Managed Services Business Unit

ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES

• The Senior Manager of Technical Services is responsible for leading and managing the technical services team to ensure the delivery of high-quality support, maintenance, and technical solutions for customers and internal stakeholders. This role involves strategic planning, operational oversight, and collaboration with cross-functional teams to drive efficiency, customer satisfaction, and continuous improvement in technical service operations.
• Key Responsibilities
• Leadership & Team Management
• Oversee and mentor technical service managers and staff, fostering a culture of accountability, collaboration, and professional growth.
• Develop staffing plans, performance goals, and training programs to ensure team readiness and capability.
• Service Delivery & Operations
• Ensure timely and effective resolution of technical issues, escalations, and service requests.
• Implement best practices for troubleshooting, preventive maintenance, and technical support.
• Monitor service metrics and KPIs to maintain high standards of quality and efficiency.
• Strategic Planning & Process Improvement
• Develop and execute strategies to enhance technical service offerings and customer experience.
• Identify opportunities for automation, cost reduction, and process optimization.
• Collaborate with engineering, product development, and sales teams to align technical services with business objectives.
• Customer & Stakeholder Engagement
• Serve as a senior point of contact for critical customer issues and escalations.
• Build strong relationships with key clients and internal stakeholders to ensure satisfaction and trust.
• Compliance & Documentation
• Ensure adherence to industry standards, safety regulations, and company policies.
• Maintain accurate documentation of service procedures, technical reports, and compliance records.
• Qualifications
• Bachelor's degree preferred but not required.
• 8+ years of experience in technical services or support roles, with at least 4 years in a leadership capacity.
• Strong knowledge of technical systems, troubleshooting methodologies, and service management frameworks (ITIL preferred).
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage resources, and complex projects effectively.
• Preferred Skills
• Experience with service management tools.
• Familiarity with emerging technologies and industry trends.
• Proven track record of driving operational excellence and customer satisfaction