Customer Relationship Management Manager

 

Description:

IT IS (Network – Switching routing SDWAN Firewall Load Balancer Wifi, TAC, Unified Communication)

 

Required Skills

• Large Program delivery experience in Network and Infrastructure domain

• Experience of large/complex transition with Rehire involved

• Experience is managing multi locations Global delivery

• Customer expectation management and conflict management

• Managed large transformation initiative

• Understanding of financial and accounting

• Managed growth target for the account or unit

• T-shaped breadth/depth of experience in architecting and solutioning Infra Services across datacenter (compute and storage), network services and workplace (EUC).

• Awareness of mature/emerging next-gen Network offering SDWAN, VNX, Software Defined Network, Voice Solution

• Exposure to technology platforms, tools and accelerators for Service Management, Business Continuity / Disaster Management

• Exposure to Runbook and Cognitive Automation of infrastructure operations

• Certification /Knowledge of one or more of TOGAF, SIAM, architecture, service/project management and ops governance methodologies

• Industry or Customer Contextual Master with Knowledge of Industry Reference architecture for Communication services

• Innovation / Creative thinking mindset with exposure to creating and positioning reusable and re-deployable solutions

 

Desirable

• Experience in customer engagement

• Experience in Onsite/Offshore delivery

• Experience in Financial and accounting

• Knowledgeable in one or more of Design Thinking, evangelizing technology through storytelling, messaging and presentation skills, structured problem solving.

• Architectural accountability for execution of multiple large Enterprise IT infrastructure projects encompassing scope such as consolidation or modernization.

• Demonstrated ability to elicit customer requirements, define project scope and validate deployment.

• Demonstrated ability to work with COIN and/or Strategic Industry partners to co-develop innovative solutions.

• Experience in presenting at IT industry forums and conferences (i.e., whitepapers and case studies)

 

Responsibility of / Expectations from the Role

 

Role Definition: Industry Offering / Transformation

• This role requires an understanding of Service Delivery, business imperatives and the ability to leverage technology operations knowledge to conceptualize and sell create-once, sell-many-times solution offerings.

• Delivery management, Resource management, Competency development, understanding business dynamics

• Ideas to improve Customer ability to provide superior service to end customers through leveraging right technology and process

• Drive team for continuous improvement to enhance customer experience and better resource utilization

 

Key Responsibilities:

• Delivery management

• Business development

• Resource management

• Support new deals with transformation roadmap

• Financial management