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Technical Services Manager

Job Title: Technical Services Manager
Contract Type: Permanent
Location: Mauritius
Industry:
ICT
Salary: Attractive Package
Reference: 5297
Contact Name: Deeya Bheeroo-Hulloowan
Job Published: June 18, 2019 11:13

Job Description

Our client, a global player in the ICT sector, is hiring a Technical Services Manager, for it's office in Ebene. This resource person should be flexible to work on night shifts. 

JOB SUMMARY:

The Technical Services Manager is responsible for end-to-end delivery of the company's carrier feeds/exports solutions through a team of consultants, project managers and other subject matter experts. Key responsibilities include; project staffing, sponsorship and profitability, customer relationship management, and people management. In addition, the Technical Services Manager contributes to the growth of the Implementation practice and may participate in the sales cycle to determine scope and effort, and set expectations for project delivery.

SPECIFIC DUTIES AND RESPONSIBILITIES:

Achieve and Exceed Implementation Targets

  • Ensure team targets are met
  • Manage a project portfolio to ensure quality, on-time and on-budget implementations using a mix of global resources
  • Support the sales cycle through scoping and approval of engagements, executive level prospect meetings and solution reviews

Increase the Value of the company's Application for Customers

  • Expand services sales in the existing customer base by promoting strict change control and effective project governance
  • Collaborate with the partners and provide sponsorship and governance on partner-led implementations
  • Team with Service Delivery Managers and Support teams to promote user adoption and effective use of the implemented solution

Ensure High Customer Satisfaction

  • Ensure adherence to highest quality standards in project delivery consistently utilizing HCM tools, techniques and methodology
  • Manage executive level customer relationships and provide team oversight through implementations
  • Actively engage as project sponsor, including participation in Steering Committee meetings, executive touch points and other key governance activities
  • Responsible for project staffing and resource management on a broad range of implementation engagements
  • Motivate teams to document solutions and contribute to internal knowledge share
  • Demonstrate thought leadership to resolve customer & business challenges; proactively address project escalations
  • Participate in the company’s internal, departmental and cross-departmental initiatives

Increase Engagement and Capabilities of Team Resources

  • Hire, train and manage a team of new and experienced resources to execute effectively and fulfill practice objectives
  • Leverage shared implementation services and subject matter experts to augment team core skills and increase project to resource ratios
  • Provide coaching and mentoring to improve performance and drive career development
  • Build team expertise and confidence in project delivery work through real-time feedback and coaching and effective training plans
  • Execute day-to-day administrative tasks such as: project and practice reporting updates, vacation scheduling, expense reporting, etc. in a timely manner

EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS:

  • Bachelor’s degree or equivalent experience
  • Master’s degree or post graduate coursework an asset
  • 7+ years of experience in human capital management applications consulting preferred
  • 5+ years in Consultant role with HCM an asset
  • Strong background in leading software implementation projects including experience developing project team structures and governance models
  • Demonstrated experience translating customer business requirements into workable software solutions • Proven experience in change management and business process mapping

Technical Skills Requirements

  • Mastery in Microsoft Office products
  • Consulting and management experience in a SaaS / Cloud computing environment
  • Experience with one or more of the following applications in addition to HCM: SalesForce.com, SAP, PeopleSoft, JD Edwards, Kronos, Workbrain/Infor, RedPrairie/JDA, Ultimate, Oracle HR/Payroll, PeopleSoft, ADP, Workday
  • Expert knowledge of common human capital management (HCM) business practices
  • Deep understanding of different industries and how implementation best practices apply to the customer’s business practices
  • Ability to prepare and present documents to prospects and customers on the Implementation approach and best practices; ability to sell the value of the company's Implementation methodology to executive level prospects
  • Previous services sales experience an asset; comfortable interacting with the Sales team and C level prospects to close deals
  • Solid understanding of relational databases and SQL an asset
  • Complete new release training on a timely basis; be familiar with new and/or enhanced functionality in each product release
  • Ability to forecast and deliver on targets on a quarterly basis

WORKING ENVIRONMENT & PHYSICAL DEMANDS:

  • This is a night shift role, Monday to Friday ( 1700 – 0200 )
  • Attractive Package + Night Allowances 

Interested candidates are welcomed to apply directly on the website.