Manager- (Implementation+Support)

The Manager- Admin Services is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users andstakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess superbleadershipandinterpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.

Responsibilities :

• Overseeing Service Delivery: Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations.
• Managing Teams: Leading project teams and coordinating with various teams to resolve issues.
• Monitoring Performance: Tracking key performance indicators (KPIs) and ensuring high performance levels.
• Budget Management: Managing budgets and finding ways to reduce costs without compromising service quality.
• Customer Relationship: Maintaining strong client relationships and addressing their needs and feedback.

Skills:

• Leadership: Strong leadership and team management skills.
• Communication: Excellent communication skills for interacting with clients and team members.
• Problem-solving: Ability to troubleshoot and resolve issues effectively.
• Project Management: Proficiency in managing application enhancements workstream and tracking progress.
• Customer Service: Strong focus on customer satisfaction and service improvement.

Qualifications:

• 10+ years of prior experience with SaaS Implementation, Application Enhancements and Application support for large Global customers/organizations.
• Demonstrate a good understanding of SDLC (e.g. agile process), project management, and support processes (E.g. ITIL ).
• Excellent written and verbal communication skills, discretion, and excellent judgment. Very strong business analytical skills with an eye for detail
• Manage cross-functional interactions with Icertis internal teams - e.g. Product Management, Customer Support, and Cloud Operations and be the point of contact to drive toward successful implementations.
• Ability to multitask and prioritize effectively and handle shifting priorities efficiently and professionally.
• Critically evaluate information gathered from multiple sources and reconcile conflicts.
• Must have direct client engagement experience over multiple end-to-end implementations.
• Show an acumen to correctly interpret trends and patterns from available data and to formulate effective strategies to achieve program/project objectives.
• Excellent interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts.
• Bachelors degree or equivalent experience with a keen business sense is required. MBA and/or experience in Management Consulting is preferred.
• Progressive experience in managing enterprise SaaS implementations - analyzing, troubleshooting, and debugging customer issues will be useful.
• Superb time management and ability to juggle multiple tasks under strict deadlines.
• Knowledge of SaaS, Microsoft technologies, and Cloud services
• Six SIgma, ITIL, PMP or other certifications required.