A Managed Services Lead's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients. As a Managed Services Lead, he/she is expected to:

• Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery

• Maintain effective working relationships with Thakral One practice leads and consultants at all levels to ensure the availability of services and focus on meeting customer needs

• Managing escalations from clients

• Perform project management duties for assigned Client base; Create and distribute project status reports to customer and management

• Provide Pre-Sales support for new services and/or engagements.

• Create, and manage detailed project plans for implementations / migrations.

• Ownership and accountability for the successful delivery of assigned client engagements

• Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services

• Schedule resources for client activities with input from leads

• Identify, diagnose and communicate issues with services and service delivery

• Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings are discussed.

• Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned clients

• Follow up on and take responsibility for unresolved issues or escalations

• Anticipates potential problems associated with client activity or service level trends.

• Understand organizational resources, priorities, needs and policies and anticipate potential

• problems associated with client activity or service level trends.

• Engage the customer on business and technical discussions

• Be the point of contact for the customer for change management

• Ensure that services are delivered in accordance to the Service Level Agreement

• Track and assist in the management and resolution of operational security issues;Recommend and track remedial actions to security issues

• Review handover of deployed services by the provisioning team to operations and ensure that there is closure or follow-up with outstanding issues

• Meet with Client team on a regular basis to review security status. Review risks, issues, incidents and planned changes.

• Develop a strong understanding of and analyzes clients’ business requirements and objectives;

• Create and present high-quality demonstrations and presentations to clients

• Assist with developing training materials/runbooks/guides and perform handover session to clients

• Troubleshoot and find a resolution of assigned system defects.

• Provide quality control of consultant configurations, in order to meet client deliverables.

• Partner with project managers to ensure project work is kept within budget.

• Participate in internal/external team meetings.

• Increase knowledge of internal documentations, processes and best practices.

• Accurately track and report time and expenses.

• Coach junior consultants on project implementation.

• Provide input into the pre sales process and act as a lead on support and service issues, strategy and approach

• Set clear objectives, evaluate progress and instill a high performance culture with focus on team work, service excellence and ownership for resolving customer issues

• Set-up, manage and improve standards and procedures within the team

• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate

Qualifications:

• Bachelor's degree preferably in Business, Computer Science, Mathematics, Statistics or related field.

• Has more than 15 Years of experience in service delivery, managed services

• Has experience in handling service delivery teams

• Certification on ITIL