Job Summary
The Senior Managed Services Executive plays a pivotal role in overseeing the successful execution of contracted managed services to clients. This key position is responsible for meeting or exceeding all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for service delivery.
Main Responsibilities:
1. Ensure accurate and effective delivery of all contracted services and SLAs
2. Collaborate closely with Program, Sales, and Pre-sales teams to ensure effective delivery of additional infrastructure, software, and services
3. Manage costs associated with the delivery of contracted services and work with the Program team to manage within approved financial frameworks
4. Develop and update maintenance plans, procedures, work instructions, and other project documentation
5. Lead during critical incidents, handling the needs of various stakeholders, communications, escalations while ensuring issues are resolved within SLA
6. Identify operational risks that could compromise contractual commitments and work with the Technical Support Manager to mitigate them
7. Produce monthly reports for clients, as well as project governance reports and dashboards for management
8. Responsible for overall communication with clients on service-related matters, holding regular customer service review meetings
9. Manage sub-contractors and vendors, ensuring their services meet contractual commitments
10. Ensure spare parts availability and manage stock movements
11. Handle hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
12. Identify opportunities to grow services and revenue with assigned clients