Managed Service Lead - Pune, India - Bohiyaanam Talent Solutions

Description

Role: Managed Service Lead

Location: Pune

Experience Preferred: 10+ Years

Job Description:

• Lead a team of managed service professionals, including service desk analysts, system administrators, network engineers, and other technical staff.
• Define and implement service delivery processes and procedures to ensure the effective and efficient delivery of managed services.
• Monitor service levels and key performance indicators (KPIs), identify areas for improvement, and take corrective action as necessary.
• Act as the primary point of contact for clients, ensuring that their needs and requirements are understood and addressed in a timely manner.
• Develop and maintain strong relationships with clients, vendors, and other stakeholders.
• Provide regular reporting on service performance, including SLA compliance, incident resolution times, and customer satisfaction levels.
• Work closely with sales and business development teams to identify new opportunities for managed services and support the development of proposals and bids.
• Stay current with industry trends and best practices in managed services and IT service management.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Minimum of [insert number] years of experience in IT service management, with a focus on managed services.
• Proven leadership abilities, with experience managing teams of technical professionals.
• Strong understanding of ITIL or other IT service management frameworks.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to think strategically and act tactically to resolve issues and improve service delivery.
• Relevant certifications such as ITIL Foundation, PMP, or CompTIA Network+ (preferred).
• Experience with managed services platforms and tools (e.g., remote monitoring and management, ticketing systems, etc.).
• Ability to work independently and collaboratively in a dynamic, fast-paced environment.