Technical Service Delivery Expert
As a Technical Service Delivery Expert, you will be responsible for ensuring seamless service delivery to clients. This role involves leading project teams, resolving reliability issues, monitoring progress, and coaching teams on Agile tools and techniques.
Responsibilities:
* Lead collaborative and planning processes, prioritizing work against team capacity and capability.
* Oversee operational performance, manage teams, and mentor engineers.
* Train and upskill the engineering department, providing expertise when needed.
* Mentor and develop the growing engineering team.
* Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
* Ensure the delivery and growth of business units' margin.
* Maximize revenue and profitability per employee through effective KPI management.
* Increase teams' understanding of SLA obligations and commercial awareness.
* Review pricing and SLAs, driving recommendations.
* Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
* Oversee the implementation of documentation with Resource Controllers and commercialize new ideas.
* Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings.
* Foster a positive climate and culture for the team to thrive.
* Lead by example, promoting a culture of learning and high customer service standards.
* Ensure the delivery of contracted Service Levels and KPIs.
* Provide a framework for swift and effective client responses.
* Develop strong internal and external relationships.
* Manage the business unit as if it were your own standalone business.
* Build and maintain proactive, positive, and effective client relationships.
* Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.
* Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
* Engage with potential clients to understand their needs and present tailored IT solutions.
* Collaborate with technical teams to design and propose solutions that meet client requirements.
* Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
* Conduct product demonstrations and presentations to showcase the value of proposed solutions.
* Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
* Provide technical support during the sales process to address client queries and concerns.
Requirements:
* People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
* MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry.
* Client/Account Management: Essential experience in client or account management, preferably within the IT industry.
* Operational Management: Over 10 years of experience in managing operational roles.
* Performance Management: Proven experience in managing performance.
* Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes.
* Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements.
* Flexibility and Adaptability: Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency.
* Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills.
* Adaptability: Easily transitions between structured, process-oriented thinking and unstructured problem-solving.
* Relationship Building: Builds strong relationships and has the ability to influence others.
* Leadership and Coaching: Demonstrates strong leadership and coaching skills, empowering team members.
* Target Focused: Focused on managing and achieving SLA targets.
* Planning and Organizing: Possesses excellent planning and organizational skills.
* Motivation: Highly motivated and driven.
* Confidentiality: Capable of managing sensitive and confidential information effectively.
Skills:
* Sales Support
* Client Engagement
* Solution Design
* Technical Support
* MSP Industry
* RFP/RFI Responses