This role under Managed Service Provider (MSP) or annual support contract environment ensures seamless service delivery to clients. They act as the primary liaison between the client and the SoftwareOne, overseeing the end-to-end delivery of managed and support services. Key responsibilities include managing service technical resource, monitoring service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (KPIs) and manage budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction. 

Main responsibilities include the following: 

• Act as the primary point of contact for clients, ensuring their needs and expectations are met. 
• Oversee the performance of services to ensure they meet agreed-upon standards and KPIs. 
• Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews. 
• Implement and maintain service delivery processes to enhance efficiency and effectiveness. 
• Work closely with internal teams to ensure seamless service delivery and resolve any issues. 
• Generate and present reports on service performance, incidents, and improvements to stakeholders. 
• Ensure high levels of customer satisfaction by addressing concerns and improving service quality 

What we need to see from you 

• The candidate should possess as much as possible of the following skills 
• 5 years of related experience 
• Experience on supporting Azure, AWS environments 
• Experience on incident and escalation management 
• Experience on upselling services to customers 

Desirable Technical Skills & Certifications 

• Any combination of the following certifications 
• ITIL 
• Azure Fundamentals 
• AWS Cloud Practitioner