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Manager, Technical Client Management - IT Hosting - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Andover, MA Andover, Massachusetts |
About this job
JOB TITLE: Mgr, Technical Client Management
Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit .
JOB SUMMARY
The Mgr, Technical Client Management leads the technical delivery of managed solutions for large and complex managed hosting and cloud services clients. This role partners across multiple technical organizations (both internal and external) and works with a broad array of technologies to:
MAJOR DUTIES AND RESPONSIBILITIES
Provide technical leadership on our largest accounts, including Networking, Server, Storage and Backup, Patching, AntiVirus, Database, Web Services, Applications and Cloud services.
Create standard client environment assessment methodologies with pre-defined deliverables, which articulate and define IT best practices for managing large, complex enterprise IT production operations. Be able to effectively drive improvements internally around processes and tools and work with clients on understanding their environments and driving positive change and improvements within the company service offering.
Participate in client meetings to explain technical findings, recommendations, and address technical concerns. Lead discussion across multiple internal engineering teams to troubleshoot and address complex issues and problems and provide updates on plan and status to customers.
Technical liaison within Service Delivery and drive priorities for managing the client environment and ensure technical issues are being addressed effectively and communicated to the client. Escalate within groups as required, coach and mentor team as required, and facilitate delivering a high value experience for the client.
Work closely with Senior Service Delivery leadership and third party vendors and service providers to update technical status of client environments.
Manage resource deployment against strategic client accounts and other high value accounts.
Identify Operations and Engineering trends that require remedial action across clients.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Deep Managed Services expertise, particularly: cloud computing, managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery, security, enterprise applications, and messaging
Excellent demonstrated analytical and decision-making skills
Strong written and oral communication skills, including the ability to present to clients
Fully knowledgeable on current processes and capabilities and working within boundaries when developing solutions for clients
Ability to analyze and interpret data
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to work independently
Ability to supervise and motivate others
Ability to handle multiple projects and tasks and meet deadlines
Ability to make decisions and work collaboratively with others to solve problems
Education
Bachelor's degree or equivalent training, education and experience
Related Work Experience Number of Years
Information Technology experience with increasing levels of 5+
responsibility
Operations, technical support, or architecture experience 5+
Management experience 2+
Experience managing service delivery in an ITIL framework is a plus
WORKING CONDITIONS
Normal office environment
Travel as required
Navi
TWCCB
#LI-Post
Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit .
JOB SUMMARY
The Mgr, Technical Client Management leads the technical delivery of managed solutions for large and complex managed hosting and cloud services clients. This role partners across multiple technical organizations (both internal and external) and works with a broad array of technologies to:
- Identify trends in the production environments and make proactive recommendations for optimization
- Drive technical incidents and problems and develop a strong relationship with clients
MAJOR DUTIES AND RESPONSIBILITIES
Provide technical leadership on our largest accounts, including Networking, Server, Storage and Backup, Patching, AntiVirus, Database, Web Services, Applications and Cloud services.
Create standard client environment assessment methodologies with pre-defined deliverables, which articulate and define IT best practices for managing large, complex enterprise IT production operations. Be able to effectively drive improvements internally around processes and tools and work with clients on understanding their environments and driving positive change and improvements within the company service offering.
Participate in client meetings to explain technical findings, recommendations, and address technical concerns. Lead discussion across multiple internal engineering teams to troubleshoot and address complex issues and problems and provide updates on plan and status to customers.
Technical liaison within Service Delivery and drive priorities for managing the client environment and ensure technical issues are being addressed effectively and communicated to the client. Escalate within groups as required, coach and mentor team as required, and facilitate delivering a high value experience for the client.
Work closely with Senior Service Delivery leadership and third party vendors and service providers to update technical status of client environments.
Manage resource deployment against strategic client accounts and other high value accounts.
Identify Operations and Engineering trends that require remedial action across clients.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Deep Managed Services expertise, particularly: cloud computing, managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery, security, enterprise applications, and messaging
Excellent demonstrated analytical and decision-making skills
Strong written and oral communication skills, including the ability to present to clients
Fully knowledgeable on current processes and capabilities and working within boundaries when developing solutions for clients
Ability to analyze and interpret data
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to work independently
Ability to supervise and motivate others
Ability to handle multiple projects and tasks and meet deadlines
Ability to make decisions and work collaboratively with others to solve problems
Education
Bachelor's degree or equivalent training, education and experience
Related Work Experience Number of Years
Information Technology experience with increasing levels of 5+
responsibility
Operations, technical support, or architecture experience 5+
Management experience 2+
Experience managing service delivery in an ITIL framework is a plus
WORKING CONDITIONS
Normal office environment
Travel as required
Navi
TWCCB
#LI-Post