Description
Service Manager (SM)/Project Manager AD/LDAP, Solaris UNIX and/or IAM software stacks.
Your IT skills are needed just about anywhere. But is it where you want to go? Imagine working for one of the nations most respected companies. Making a strategic contribution. Receiving the rewards and recognition you deserve. Whether you are pursuing a contract or permanent placement, Experis IT., formerly Manpower Professional/COMSYS knows how and where to get you where you want to go.
In this Service Manager (SM)/Project Manager position, you will have the opportunity to manage the on-site team and should have prior project management experience with identity and access management and/or managing an operations team.
IMPORTANT: PM who can act as a service manager but has a strong background (though not necessarily recent, hands-on) in AD/LDAP, Solaris/Unix, and/or IAM software stacks.
The Service Manager (SM) will be a dedicated resource and shall (i) have overall responsibility for managing and coordinating the performance and (ii) be authorized to act for and on behalf of the customer with respect to all matters relating. The SM shall have experience overseeing technical support resources and shall manage and provide oversight for the team. The SM will serve as the initial point of escalation for issues that cannot be resolved by the technical representatives. The SM shall maintain and report on service level agreements (SLA(s) and key performance indicator (KPI(s), as defined by customer, and track service improvements, corrective actions, and other activities related to the Services. The SM reports directly to the Engagement Manager. The SM has responsibility for relationship management, and confirming that the recruiting, interviewing, and on-boarding processes operate smoothly. The SM shall work with the managers and consultants to confirm that the consultants have settled in and are working. If required, the SM will be responsible for termination of a consultant as well as replacements and new hires. The SM shall manage joint conference calls where participants include members from both customer and client. These project reviews shall be held to review the status of the KPIs and SLAs, escalate issues, and set priorities on a weekly basis for the first three (3) months of the Services and no less than monthly thereafter. The inputs for this review are reports from customer's Change Management tool. The SM will document these conference calls and the minutes will be sent to the team by e-mail. All action items shall be tracked to closure.
Are you interested? The ideal SM shall be accountable for all contract-related communications between the client and customer. The SM will represent customer in the monthly progress report meetings with the client PMO and report progress on agreed to milestones.
The SM shall:
- Communicate with all levels of management on the progress and direction of the project.
- Immediately communicates with all levels of management when any significant issues or problems arise.
- Document project plans pertinent to the Services.
- Confirm that project milestones and deliverables are produced on time and according to specifications.
- Assess the skills, competencies, and performance of the Suppliers staff
- Track and report performance and cost.
- Identify, understand the impact of, track, manage, escalate, and resolve issues.
- Identify, understand the impact of, and track, manage scope changes.
- Facilitate team communication.
- Conduct project review meetings with Client.
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