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Business Leader, Application Managed Services

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Job Details
Job Order Number
Company Name
Sirius Computer Solutions
Physical Address

Dover, DE 19904
Job Description

Position Summary:

The primary purpose of this position is to lead and grow Sirius’ Application Managed Services (AMS) practice. This role will manage AMS operational/engineering staff, partner with Sirius sales and pre-sales teams on pursuit of projects at new and current clients and own the development of new services offerings for AMS. The role requires a strategic leader who can work across practices, ensuring integration of our services and alignment with other practices to create complete solutions for clients.

This role can be based from most US cities, and will require national and intrernational travel.

Primary Duties & Responsibilities :

Client Development

+ Lead pursuit teams, and develop project estimates, SOWs, and pricing strategy.

+ Retain and renew application managed service clients

+ Builds long-term, superior client relationships and proactively manages client expectations

+ Create go to market strategy, offerings and collateral

Services Delivery

+ Meets team financial objectives through efficient deployment of resources to attain targeted utilization, successful SOW delivery and early escalation of potential change requests

+ Develops and implements short and long range support and service plans to ensure attainment of current and future business objectives, including developing staffing plans

+ Plans, documents, and monitors scalability, sustainability, risk identification and mitigation, and resource allocation for all AMS customers

+ Ensures the AMS team meets defined Service Level Agreements (SLAs) on a per customer basis

+ Builds AMS sales strategy and execution to create AMS pipeline and obtain new AMS customers.

+ Develops strategies and procedures to maximize resources, including training plans for current personnel

+ Develops plans to improve 24 × 7 monitoring and customer support initiatives

+ Rollout and maintain support best practice models including ITIL principles

+ Works with and through AMS Managers to manage day and night shift operational teams through coaching, mentoring and performance management practices, setting goal metrics and milestones to monitor progress

+ Influences and directs unique approaches to resolve complex operational problems while maintaining client satisfaction. Focuses on root cause analysis to reduce tickets and deliver solutions via repeatable processes

+ Develops innovative solutions to monitor and measure performance and customer satisfaction

+ Improves existing services and processes while ensuring attainment of departmental goals and objectives

+ Designs and implements processes, procedures and/or approaches for customer job execution and monitoring

+ Conveys AMS practices and procedures regarding service support to the client, including contributing to account planning sessions for all assigned contracts

+ Establishes and monitors department budget on a quarterly to annual basis

+ Takes corrective actions to control costs, reporting to senior management those areas where department performance and planning efforts are lacking

+ Evaluates new technologies and develops new proposed AMS solution offerings.

+ Serve as Escalation Management and Project Sponsor where appropriate

Basic Qualifications :

+ Bachelor’s Degree in Computer Science, Information Technology, Business, or a related field

+ At least 10 years of IT services delivery experience, to include at least three (3) years in managing application service/enhancements/maintenance delivery

+ Experience in managing CIS / DevOps / Agile Delivery/IT

+ Client Development experience

+ Global Delivery experience

Other Position Requirements :

+ Demonstrated ability to maintain successful client relationships, and influencing client thinking and gaining acceptance for proposed solutions

+ Demonstrated ability to structure, organize and lead a team of technical personnel

+ Proven ability to recruit, hire and retain technical talent

+ Demonstrated leadership experience and ability to motivate a team to realize the goals of the organization

+ Demonstrated ability to understand macro trends in the IT industry and to visualize and capture market transition opportunities

+ Demonstrated ability to build and design management systems in a managed application support services environment

+ Demonstrated ability to perform SLA development, measurement and reporting, business case analysis, and to write white papers and proposals

+ Experience in account management and budget planning and contro

+ Demonstrated ability to manage customer relationships and service delivery project

+ Demonstrated ability to build sales strategy and pipeline

+ Knowledge of current ISO and PCI standards

+ Demonstrated communication and presentation skills

+ Demonstrated ability to multitask and to prioritize workload under tight deadlines in a fast-paced environment and ability to delegate when appropriate

+ Demonstrated communication and presentation skills

+ Functional understanding of security solutions, digital solutions, and data management systems for analytics

Preferred Qualifications :

+ Experience leading hybrid onshore/offshore teams

+ Relevant certifications in appropriate technology areas

Data Privacy and Security :

+ All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.

+ Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment

Essential Functions :

+ The position exists to lead AMS services at Sirius, and as such requires the ability to travel to and from customer sites, company offices, and partner locations, and interact with customers on an ongoing and regular basis.

The above primary duties, responsibilities, and position requirements are not all inclusive.

Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.

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