Job Description

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Role Definition

This role will be responsible for Managed Services PnL, Customer SLAs, Customer Satisfaction, Process Adherence and People Management across (Tech Experts, MIS Analysist, Shift Management). Contribute towards Company goals, constantly ensure improvement in the way of working and improve the outcome.

Responsibility and Deliverables

Department

• Manage the PnL of the team.

• Retention of Revenue and Accounts.

• Define and Measure teams KPI, using metrics.

Customers

• Define, Track and Improve SLAs at the Products and Solution Level.

• Participate in Customers Escalations.

People

• Define, Track and Improve team skills through trainings.

• Create a clear career growth plan for all team members.

Tasks and Activities

Department

• Track Forecast, Unbilled, Billed and Lost revenue. Provide Forecast.

• Manage the Cost of Delivery.

• Understand customer pain points and how to retain customers.

• Adhere and Improve Metrics that will have direct impact on the Customer SLA\xe2\x80\x99s and Satisfaction.

• Understand Upsell areas and provide inputs to Customer Success / Sales.

• Capacity Planning based on Revenue Forecasts.

Customers

• By Customer Category, understand customer experience with the company.

• Participate in Customers Escalations for Resolution.

• Ensure timely RCAs are shared with the customer.

People

• Create Training Plan, internal or external for upskilling of Team Members.

• Interview, Coach and Mentor Team

• Create a clear career growth plan for all team members.

Measurement Metrics

Department

• Revenue Metrics on Forecast, Unbilled, Billed and Lost revenue for last and future 6 months.

• Profitability of the Department.

• High Risk customers due to Service Quality Issues.

• Measure Aging of Tickets, Nr of Times Tickets is being touched and Aging of Tasks.

• Manage change requests and effort spent on the changes.

• Capacity Planning based on Revenue Forecasts.

• SLA at Department Level

Customers

• SLAs at Customer Level

• Health of each customer.

People

• Training Planned versus Achieved.

• Individual KPIs and Performance.

Requirements

Minimum Bachelor\xe2\x80\x99s degree (3 year) in Computer Studies or Business Admin. Or equivalent

5- 10years\xe2\x80\x99 experience in Service Desk/PMO environment, in a fast-paced though structured environment

Self-Motivator; able to work alone and take ownership of responsibilities

Be able to prioritize and follow up issues with method and efficiency

Good communication, collaboration and strong reporting skills

Good level of autonomy

Knowledge of Data Center, AWS, Azure or GCP required is Required

Working knowledge of zoho suite of products like Desk and Projects would be added advantage.

Rapyder