Technical Service and Solutions Manager

About the Company
A global provider of third-party IBM software support and maintenance is seeking a Technical Service & Solutions Manager to take ownership of their service & support offerings, managing the existing offerings while developing new ones.

About the Position
The successful candidate will work with the technical writing team service owners to create and develop processes and operations, define and mentor the technical teams, and maintain relationships with technical pre-sales and technical operations teams to stay abreast of customer challenges
Key Responsibilities

• Assume technical ownership of our service & support managing the existing offerings, along with the development of new ones T
• Take ownership of creation and development of the processes and operations in partnership with our technical writing team service owners
• Work with our training department to define, deliver and mentor our operational and technical teams in the proper execution of our service offerings
• In collaboration with peers in other departments, lead the definition and continuous improvement of service excellence, quality standards, and measurement for new and existing services
• Become a technical point of escalation to confirm the supportability of new IBM software products
• Validate that developed solutions meet the desired goal by participating as part of the feedback loop

• The ideal candidate should have 7-10 years of experience in a similar customer-facing technical service management role with a background in technical support, consultancy, and technical implementation roles, as well as a deep technical knowledge of IBM products (Middleware, Operating Systems, etc.).
• They should also have excellent interpersonal and communication skills, strong analytical and problem-solving skills, and a sound business acumen with proven ability to influence cross-functional stakeholders.
• Experience with ITIL and Service Management practices, software maintenance ISO 14764, and service excellence ISO 20000, 23592 & 24082 is required.

• Market leading package on offera

Contact
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