Detailed Job Description for CEMS Support Mangers requirements:
• The Support Manager provides leadership in all aspects of services delivery across all managed services for the client.
• Manage relationship with various executive, partners and Client leadership and operational oversight of all delivery happening to Client. Will also have responsibilities to manage peers who own aspects of deliverables as well as managing up to Senior Leadership in Mastek and Client
• Maintains advanced interpersonal skills to engage, as a thought leader, with peers and other senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network for collaboration and knowledge sharing.
• Manages total account revenue annually/ Within their assigned account(s) the Support Manager acts as the single voice and owner of service delivery for Mastek.
• Responsible for the successful planning, implementation, and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement, and value requirements through effective interaction with the related service lines, solutioning groups, partners and the client.
• Builds and maintains strong client relationships and participates in client meetings regarding performance to ensure client satisfaction. Takes ownership and accountability for all client issues to satisfactory resolution.
• Acts as an advisor to meet schedules or resolve technical or operational problems.
• Develops and administers performance standards to maintain and optimize the cost of delivery and service.
• Drives service line continuous improvements and challenges the service lines to bring innovative solutions that add value to the client. Presents those improvements and innovations on a regular basis to the client.
• Identifies areas for growth at the client by assisting account management in bringing new services to offer to the client.
• Manages the development and integration of the entire project(s). Consistently delivers high value, "client ready" work, including communications and presentations, with minimal supervision.
• Proactively reports project risk and deliverable issues to superiors for assistance as soon as possible.
• Supports and generates add-on revenue within the client. Identifies opportunities for follow-on business that brings additional value to the client, including additional services engagements; increasing Mastek chargeable hours; creating change orders when additional work required is outside the original contracted scope of the project and/or services proposal activity in Mastek solution areas.
• Leverages current industry/technical knowledge to perform consulting engagements and may participate in pre-sales activities including proposal preparation, configuration, pricing, installation and related technical services.
• Develops strong client relationships and performs the role of primary interface with the client.
• Manages the performance of internal and external service providers in order to ensure the implementation of deliverables and resulting client satisfaction. Interfaces with sub-contractors
• Functions as an expert in one domain and/or solution set within an industry or organization and uses that knowledge to generate profitable revenue growth for Mastek. Has the knowledge of all areas to determine how the particular solution fits into the client’s business.
What you bring:
• A minimum of 8-14 years of Oracle ebs/Fusion consulting experience, with 3 to 5 years of leading/managing Managed Services projects/programs within the organizations industry, managed solutions.
• Oracle functional or techno functional or technical / OCI / OCI skills – HCM/Payroll/Financials/SCM/MFG/CX/DBA/Tech-Apps/Tech-ERP.
• Experience in managing Oracle cloud applications services for the client.
• ITIL V3 or V4 Foundation Certified.
• ITSM - Service Operations life cycle: Incident / Change/ Problem / Knowledge Management | ITSM – Continual Service Improvement life cycle.
• Experience working on Servicenow or equivalent Service Desk tools.
• Project/practice management experience with multiple, more complex projects.
• Successful track record of engagement and client relationship management.
• University degree or equivalent education or experience.
• Manages a project team of people, including their training, development, performance and career path.
• Provides mentoring, performance feedback, training and professional development opportunities to help individuals within the practice reach their full potential.
• Builds a successful team through quality recruitment, selection, placement and deployment.
• Facilitates open and effective communications between employees and multiple levels of practice.
Good to have:
• Managed Services - People Management / staffing / Interviews / Service Management.
• Good to have experience in delivery of projects using the Oracle stack of technologies.
• Prince 2 Project Foundation or Practitioner skills will be added advantage.