Job Description

Job Summary

Manager (IT Services) has overall accountability for ensuring end to end service delivery to meet the need and in accordance with the agreed business requirements and managing the service lifecycle often in conjunction with a Service Team. The candidate will supervise service delivery team as well as being able to provide an assistance to the customers. The candidate is responsible for quality service delivery and employee retention. The candidate will play an essential role in customer relations, ensuring strict adherence of SLA by providing efficient problem-solving and building lasting relationships.

Duties and Responsibilities

1. Engages the customer when necessary (primarily at the stakeholder executive levels) to serve as a point of escalation for incidents that require urgent action, lead difficult conversations regarding sensitive information, push back on requests to increase scope, and head off potential problems.

2. Ensures delivery costs are within or better than the delivery costs committed within the approved Citrix account model.

3. Aligns tightly with sales team around serving customers needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships particularly with stakeholders.

4. To report performance weekly and monthly (KPI & SLA) to the management

5. Responsible for the delivery of commitments to customers and ensuring an overall high level of customer satisfaction (NPS).

6. Ensure teams are establishing clear and open lines of communications with our enterprise customers and implements an appropriate account governance model.

7. Ensure to resolve incidents / requests are received from the customer (in alignment with SLA’s)

8. Attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change window (typically after-hours).

9. Analyse customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so, work with customer to initiate an effort to address.

10. Ensure to Investigate alerts received monitoring system / IT audit and determine proper actions to address these alerts

11. Environment management – functions include manage/administer IT Infrastructure technologies and components within the production environment, up