Our client is looking to for an Enterprise Solutions Manager to join the ES team who will be primarily responsible to manage and oversee the operations of the ES Team within the company. The ES Team is a multidisciplinary technical team, responsible for the delivery of customer support services on premises and cloud. The ES Manager will also be responsible to ensure that the team provides a consistently high level of support to the customers as defined by the SLAs and that the team meets all set KPIs.
Responsibilities:
- Ensuring that the team achieves and surpasses defined service level agreements, through the delivery of high quality and effective management of the customer support function;
- Accountable for the management, guidance and performance of the team ensuring that clear key performance indicators are set and regularly monitored;
- Introduce procedures that maximise opportunities with clients;
- Build strong customer relationships;
- Respond to client feedback and complaints related to the performance of the team;
- Coordinating daily customer support requests to make sure team is operating efficiently;
- Setting objectives and strategies for the Enterprise Solutions Department;
- Design, develop, implement and coordinate systems, policies and procedures;
- Manage the team by recruiting, training and coaching employees, communicating job expectations and appraising their performance;
- Act in alignment with user needs and system functionality to contribute to organizational policy;
- Identify problematic areas and implement strategic solutions in time;
- Provide guidance and act as an escalation point to team members;
- Ensure that target SLAs are reached across the department;
- Assist the commercial team in the communication, design and implementation of projects with customers;
- Promote a positive culture focusing on team work;
Qualifications/Experience:
- University Degree in IT, Management or similar;
- Seasoned technologist in Cloud technologies such as MS Azure and/or AWS;
- Working knowledge of ITIL;
- Prince2, Agile or similar Project management certification;
- Experience in providing customer service support;
- Excellent knowledge of management methods and techniques;
- Experience in managing a team;
- Proven leadership ability and excellent communication and presentation skills;
- Proficiency in English;
- Awareness of industry’s latest technology trends and applications;
- Ability to think strategically and to lead;
- Advanced troubleshooting and multi-tasking skills;
- Action-orientated and innovative with the ability to translate broad goals into defined deliverables;
- Results-driven with excellent problem solving, planning and organizational skills.