Job Role
The Managed Service Professional will be responsible for ensuring the seamless design, delivery, and continuous improvement of managed services for clients across various industries. The role involves managing service transitions, building strong relationships with client CXOs, and overseeing the execution of projects from initiation to successful delivery. You will drive strategic initiatives, negotiate contracts (SOW, SLA, and pricing), and collaborate with vendors, partners, and internal teams to ensure high-quality service delivery. Additionally, you will identify process improvements, optimize operational efficiency, and ensure client satisfaction. This is an ideal opportunity for individuals who thrive in a client-facing, solution-driven environment with experience in managing complex services.
Key Responsibilities
Opportunity Analysis & Solutioning: Contribute to due diligence, opportunity analysis, and support new bids, RFP/RFI responses, and client presentations.
Partner Interaction: Engage with vendors and partners during pre-sale and post-sale activities to ensure seamless collaboration.
Transition Management: Design and implement service transition strategies for efficient service delivery.
Client Relationship Management: Build and maintain relationships with client CXOs, acting as a trusted advisor and primary point of contact.
Strategic Initiative Driving: Use industry insights and technology expertise to influence the company’s strategic direction and service offerings.
SOW/SLA/Pricing Negotiation: Lead negotiations for SOW, SLA, and pricing with stakeholders and partners, ensuring alignment with client expectations.
Business Case & Project Management: Develop business cases, project plans, and transition plans based on the complexity of the solution, managing resource requirements.
Project Execution & Governance: Oversee project execution, collaborating with internal teams and clients, and leading governance meetings to ensure alignment on progress.
Process Improvement: Continuously identify and implement opportunities for process improvements across service operations to optimize efficiency and client satisfaction.
Qualifications
Education: Bachelor’s degree in computer science, Information Technology, or a related field.
Certifications:
ITIL Foundation (or equivalent)
PMP (or equivalent) is a plus
Technology certifications such as CCIE, CCNP, CCDP are advantageous
Certifications in Cybersecurity, Cloud Computing, or related areas are desirable
Experience:
8-12 years of experience in managing complex managed services engagements
Desired Skills
Technical Expertise: Familiarity with SaaS products, SDWAN, Firewalls (Checkpoint, Fortinet, Palo Alto), Load Balancers, MFA, IDS/IPS, Network Managed Services, Network Security, and related management tools (Ticketing tools, etc.).
Support Models Understanding: Knowledge of various support models (Hybrid, Shared, Onsite, Dedicated).
Project Management: Proven ability to manage multiple complex implementations using Agile, Waterfall, or PMBOK methodologies.
Financial Acumen: Experience in managing financials, driving revenue growth, and managing service margins.
Change Management Knowledge: Familiarity with change management frameworks to ensure smooth service transitions and improvements.
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