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- 12 Years + Bachelor’s Degree or Equivalent.
- Desired Certifications: ITIL v4, CSM, CGEIT
- Other Qualifications and Skills: Experience in a complex service delivery environment supporting end-users IT infrastructure needs, along with project management and/or coordination responsibilities.
- Customer-focused with the ability to develop and grow strong client relationships to build high levels of client satisfaction and loyalty.
- Collaborative team player to establish effective working relationships both internally and externally working cross-functionally with Engineering, Operations, Sales, and Practice teams. Exceptional verbal and written English communication skills.
- The ability to present and articulate product features and product value proposition to clients to achieve retention goals.
- Demonstrated skill in managing multiple projects to meet client goals. Has a strong sense of pace and urgency; ensures work is completed in the expected timelines.
- Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements.
- Define and implement best practices and tools for engagement execution and management based on engagement scope and deliverables.
- Proactive trend and perform impact and risk analysis on departmental issues and develop and implement solutions to address using industry best practices.
- Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks; serve as the single point of contact for human resource management questions and issues through resolution.
- Identify and enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements.
- Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity.
- Manage interface and customer experience between stakeholders, managers, engineers, and local and remote support teams.
- Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations to design creative and efficient solutions to meet customer demands and requirements.
- Serve as a single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders.
- Engage as Crisis Manager for severe escalations in managing due diligence, root cause analysis, outward-facing communication, and tracking mitigation and corrective measures through completion.
- Consult clients regarding scope, technical, and operational abilities, and limitations specific to the engagement environment.
- Accountable for engagement governance structure including accuracy of content, quality of material, and overall presentation delivery during client and vendor business review meetings
- Responsible for vendor management lifecycle activities, to including Identify, qualifying, negotiating, and managing overall financials and performance of vendors leveraged to deliver as an extension of operations.
- Collaborate, recommend, and assist with the implementation of new tools, technologies, and processes to enhance operational efficiency.
- Manage engagements’ profit and loss aligned with the organization’s financial standards
- Operational leadership duties as assigned by your manager.
- ID: #43683320
- State: California Torrance 90501 Torrance USA
- City: Torrance
- Salary: $140,000 - $160,000
- Job type: Permanent
- Showed: 2022-06-29
- Deadline: 2022-08-27
- Category: Customer service