Manager - Integration Job in Bristlecone
- Bristlecone
- 5 to 9 Yrs
- Noida, Gurugram
- 1 month ago
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Job Description
- Job Description Plays an interface role between Account manager and Delivery Centers - that provide the different services to the client Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor's degree Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and be able to perform contractual analysis, management and change according to ITIL standards Proven track record of successful project implementations Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted Excellent delegation skills, negotiation skills and strong people management skills Oversee day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations Works closely with Account Manager to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses Responsibilities Roles & Responsibilities Manage Engagements ensuring Delivery Effectiveness & Excellence Manage the SLA targets and work with the team to trouble-shoot and resolve areas where targets are in danger of being breached Plan Workload for Service Management and Projects Manage Communication & Escalation - Manage Risks & Issues Third Party Management - Process Implementation/Adherence/Continuous Improvement - Regular Month end reporting - Measure various metrics (process, tools, client satisfaction etc.) Drive Continuous Service Improvements Improving Contribution Margin - Maintain and Improve Pyramid Structure - Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit Manage Staffing, Team Building, Training and Certifications Qualifications Service Delivery Monitors SLA achievement and CSIP performance to identify negative trends and implement get-well plans Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency Owns delivery standards (depending on contract), shows a thorough understanding of applicable project management and/or operational management standards and procedures as well as of the business and commercial context of the organization. Service Quality and Improvement Works with line managers and SSDLs to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales Owns and drives forward improvements within the managed teams and produce recommendations for service improvements Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information Acts as an escalation point for client issues, escalations and complaints Ensures that cost control is maintained for the assigned project codes Completes SLA measurement and analysis management to ensure all commitments are met Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable) Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts Provides service performance reporting to Client and Management (as required) Experience in driving delivery of AM and AD engagements for emerging technologies Client Relations and Service Development Identifies and assists in the perusal of business opportunities within the existing contract with the Client Responsible for providing overall project leadership, meeting revenue targets, meeting the SLAs, direct project teams in the delivery of high-quality products within committed timeframes Mentor project team on IT methodology and drive consistent processes Responsible for overall project execution strategy and set up resolution management Responsible for overall project delivery quality, people management and development, project related employee retention About Us ABOUT US Bristlecone is the leading provider of AI-powered application transformation services for the connected supply chain. We empower our customers with speed, visibility, automation, and resiliency to thrive on change. Our transformative solutions in Digital Logistics, Cognitive Manufacturing, Autonomous Planning, Smart Procurement and Digitalization are positioned around key industry pillars and delivered through a comprehensive portfolio of services spanning digital strategy, design and build, and implementation across a range of technology platforms. Bristlecone is ranked among the top ten leaders in supply chain services by Gartner. We are headquartered in San Jose, California, with locations across North America, Europe and Asia, and over 2,500 consultants. Bristlecone is part of the $19.4 billion Mahindra Group. Equal Opportunity Employer Information Security Responsibilities Understand and adhere to Information Security policies, guidelines and procedure, practice them for protection of organizational data and Information System. Take part in information security training and act while handling information. Report all suspected security and policy breach to InfoSec team or appropriate authority (CISO). Understand and adhere to the additional information security responsibilities as part of the assigned job role.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & Consulting
Role Category: Customer Service (Domestic)
Functional Area: Not Specified
Role/Responsibilies: Manager - Integration Job in Bristlecone at
Contact Details:
Company: BristleconeLocation(s): Noida, Gurugram
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Keyskills: outsourcing management negotiation skills people management skills relationship management cost reduction service improvement Process Implementation Continuous Improvement Service Quality Project Management Operational Management people management Information Security IT manager Service Level Agreements
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Bristlecone
Bristlecone, the trusted partner in supply chain transformation, drives digital programs that enable businesses to create certainty and unlock value. Since 1998, clients across diverse industries have been turning to Bristlecone for supply chain, procurement, and analytics solutions that produce...
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