Manager Infrastructure Services

Sales Support
(Upselling)
 Supports the creation of services sales opportunities in a designated Capability component by:
o Assessing customer business needs and matching them to available solutions.
o Participating in customer account reviews (as requested by the SDE/ADM).
o Consulting with customer representatives on a regular basis to monitor trends and
identify emerging needs.
o Assessing service scope changes in which costs may be passed on to customer.
o Actively communicate & encourage utilization of new capabilities to your accounts:
Hypersoft Monitoring, EMPOWER by DXC, etc.
Capacity
Management
 Responsible for the capacity management within the technology.
o Monitor KPI resource utilization trend/cost and take appropriate action within the
capability and/or with the engineering team under control of the SDE/ADM
Problem
Management
 Monitors service delivery within the capability in order to:
o Provide the coordination of Root Cause Analysis (RCA).
o Resolve service delivery problems.
 Updates MWS Leadership with Customer Metrics/Health of Relationship and/or environment
Change
Management
 Coordinates changes within the Capability for his/her customer by identifying technical resource
to complete change management activities.
 Performs change control activities for her/his customer and capability
 Microsoft advises of changes through message center updates. Responsibility to review
upcoming Microsoft changes with the support team/and or account to determine potential
impact, then put together plan to address. (this should also include communication to the client
as necessary)
Incident
Management
and
Escalation
 Enabler for the incident management within the technology working closely with the Incident
Manager
o Monitor that all needed information is available for the support team to resolve incident &
the service provided (monthly review).
o Coordinates escalations for major incidents by identifying necessary technical resources
within the service operations and DTS.
o Supports the usage of RtOP procedure/Critical Incident Procedure. (see 01 Incident
Management Processes for Office 365 Critical Incident Processes.
o Ensures appropriate KPE’s are established per Office 365/M365 Procedure: (see
IncM_Office365-Define_KPE
Management &
coordination of
non standard
service requests.
 Performs effort estimation, coordination, information, and internal billing activities.
 Main interface to DTS and engineering.
 Controls appropriate setup of standard tools, KPIs, processes and the fulfillment of contractual
requirements during transition and transformation.
Relationship
Management
 SPOC (Relationship management) for Customer and Account MWS O365/M365 Owner –
focal point for customer, account team, and other operations support teams for ongoing
support, inquiries, projects, and escalations
 Weekly/bi-weekly meetings with support team
Role Description: Microsoft 365 Client Capability Lead (CCL)
Page 2
Financial
Management
Effectively manage financials in such a manner as to accomplish the objectives of the organization
by:
 The management of Volumetrics for internal and external account billing
 List of service per client and associated monthly volumes.
 Reviewing to ensure support team and WBS charges are accurate
 Supporting Account management of staffing from O365 team
Office 365 Dashboard
 Effectively management updates within the Office 365 Dashboard for respective client to align
with Portfolio methodology. (Office 365 Transition & Transformation)
 By Friday COB every week
 If nothing has changed – indicate that in the update
Process
Management
 Ensures Operational Readiness/acceptance by support team
 Ensures the Processes for Escalation are in place (including documentation, Customer
Touch points, Account touch points, RTOP process)
 Knowledge of all steady state processes, actively works with customer /account to set up
and then knowledge share with support teams
 Works with Cross functional teams to ensure sign off and delivery requirements met
 Ensure resources for testing, configuration, etc. are in place from delivery
 Ensure all documents are provided for O365/M365 configuration, Network diagrams, smtp
flow diagrams, authentication diagrams and are accessible by support teams
 Sets up relations with Microsoft through the O365/M365 Capability team.
Minimum Qualifications:
 Basic technical Know-How depending on service operations.
 ITIL knowledge of support processes.
 Two or more years’ experience in Messaging & Collaboration server system administration.
 Ability to relate technical applications to business environment, processes and organization.
 Demonstrated leadership skills in a collaborative working environment, incl. Best Shore portion.
 Demonstrated leadership skills in a multi-cultural service delivery environment.
 Well-developed customer relationship skill and ability to understand customers business.
 Fluency in conversational and technical English, written and spoken.
 Basic project management Know-How