Managed Services Specialist

SUMMARY:
We require a Managed Services Specialist to lead and grow the managed services department, focusing on delivering top-tier IT services and expanding the service portfolio. This role requires expertise in managed services, sales, and business development, with a proven ability to drive growth, build client relationships, and develop innovative service offerings.

POSITION INFO:
Minimum Requirements:

1. Grade 12
2. Suitable IT Diploma or Degree
3. Certified Information Systems Security Professional, Project Management Professional or ITIL qualifications preferred
4. IT Degree preferred
5. More than 7 years of experience in managed services
6. Business development experience with a focus on customer service
7. Experience with 3rd party service providers

• Craft and execute the strategic roadmap for the Managed Services unit, ensuring it aligns with overarching company aims and objectives.
• Champion ongoing enhancement initiatives within the Managed Services team to optimize service delivery, client satisfaction, and operational efficiency.
• Spearhead the expansion of the managed services portfolio by identifying fresh market opportunities, upselling possibilities, and customer retention tactics.
• Supervise the effective delivery of managed services, guaranteeing that all SLAs are fulfilled or exceeded.
• Establish and track KPIs for managed services operations, implementing enhancements based on performance analysis.
• Oversee daily service operations, including incident, problem, change, and request resolution.
• Maintain high levels of client contentment and manage customer interactions, including routine reviews, issue resolution, and ongoing feedback loops.
• Lead and mentor a high-performing team of service delivery managers, engineers, and support personnel.
• Promote a culture of innovation, teamwork, and accountability within the Managed Services department.
• Determine training needs and provide coaching and growth opportunities for team members to enhance their abilities and expertise.
• Act as the main point of contact for key customers, ensuring transparent communication and successful service execution.
• Conduct regular client meetings, presentations, and service evaluations, building strong relationships and trust.
• Serve as the escalation point for customer concerns, working to resolve intricate service-related issues.
• Create and administer the budget for the Managed Services department, ensuring cost-effective service delivery while maintaining high quality.
• Monitor and report on the financial performance of the managed services division, securing profitability.
• Collaborate closely with cross-departmental teams, including sales, product development, and technology teams, to ensure alignment on customer needs, service enhancements, and business growth efforts.
• Actively contribute to new business acquisition by assisting sales teams with proposals, pricing strategies, and client presentations.
• Ensure adherence to all relevant regulatory and legal standards, including data protection, security protocols, and industry best practices.
• Mitigate risks and ensure that appropriate service controls and disaster recovery plans are in place.