Managed Services Manager

C3i

Managed Services ManagerJob Type: Full-TimeLocation: Morristown, NJLast Updated: 12/07/2007Post Date: 08/24/2007Job Description:Job SummaryProvide Technical Account Management to C3i Siebel Managed Services (SMS) clients, across C3i's Managed Services functions: Siebel Admin, Application Maintenance, Data Production Services and DBA services. Can work in a syndicated environment (Core clients) or dedicated environment.Principal Responsibilities: (Essential Functions)Team Management responsibilities. Manage a team of Siebel Administrators, Configurators, Data Specialists and DBA(s) working for a single customer. Manage a team remotely - with team members working from various locations, including C3i's GOC Offices (India), home offices, the New Jersey office, and/or multiple client locations.. Create and enforce staffing schedules to ensure that Client's SMS Hours of Operations are consistently covered. This includes ensuring that resources have a backup when sick or on vacation, etc.. Participate in the interview process for new hires, when necessary. Assess resource readiness to perform SMS tasks and ensure that appropriate remediation training is provided when readiness is an issue. Prioritize the work of each member of the team, as necessary, to ensure that deadlines are met. Follow-up with each team member and report status to appropriate management and/or client contacts. Ensure that all resources accurately fill out timesheet information.. Ensure proper coordination with other C3i personnel working with Client (e.g.: Helpdesk Managers, TASes, rollout projects, etc.). Created/Update and enforce all appropriate SMS procedures for the Client's team. Ultimately responsible for the team's adherence to SMS procedures (SOPs)Client Management responsibilities. Consistently meet SLAs. Act as SMS Client's escalation point and ensure the timely resolution of any SMS issues reported by Client.. Perform regular (monthly) account operational updates, including the creation of an SMS monthly Report for each client.. Facilitate Client's weekly SMS Checkpoint where SMS issues are discussed. Timely document each Checkpoint with minutes, including action items. Manage Client's Billing Process. Provide estimates of work for any additional Time and Materials work that Client requests from C3i.. Ensure that SLAs are consistently met. SLAs are documented in each Client's contract/SOW. Ensure that Client's follow standard procedures for requests.. Ensure that Client fills out semi-annual client satisfaction survey and work to consistently improve processes in order to meet customer satisfaction goals.. Scope and define Change Requests as necessary.Siebel Admin Responsibilities. Ensure that all issues escalated to the Siebel Admin function are promptly resolved by the Siebel Admin team. Ensure timely and thorough documentation of all work performed by Siebel Admin technicians. Perform daily QA of activities performed by Siebel Admin technicians, to ensure that proper procedures are followed and SLAs are met.Application Maintenance. Ensure that Bugs reported to Client's SMS team are promptly researched, assessed, prioritized with Client, fixed, tested and released to Client's end users. Coordinate the Enhancement Request process, including gathering and documenting requirements, tracking in a Change Request Tracker, assessing, prioritizing with Client and scheduling for configuring, testing and release to Client's End users. Ensure that all Changes made to Client's application are properly documented. Coordinates the Release Management Process of bug fixes and enhancementsData Production Services. Ensure that Client's Data Production runs according to Schedule. Manage the on-Call Configurators in charge of monitoring the Data Production Process and troubleshooting any issues from the processDBA Services. Ensure that all DBA responsibilities are performed in a timely fashionSMS Implementations - other clients. Assist with proposals, presentations, and onsite tours for prospective clients.. Participate in interview process for any resource in the SMS group. Provide timely and detailed assessment of each interviewee. Provide guidance and assistance to other SMS managersJob Requirements. Some travel may be required. Flexible hours will be required (off hours, week end on-call)Skills. Excellent oral and written communication skills;. Ability to analyze Client's Siebel functionality requirements (Business Analysis). Excellent project management and organizational skills. Strong customer service focus. Strong client engagement skills. Proven ability to lead teams. Resilience under stress.. Prior programming and technical experience a Strong PlusEducation. Bachelor degree in Information Technology, Computer Science, a related discipline, or equivalent education and experience.. Siebel 7/7.7 Business Analyst or Core Consultant Certification requiredExperience. Four years experience with Siebel, preferably Siebel Pharma, as a lead developer, Business Analyst, Project Manager or Production Manager. Four years of pharmaceutical industry experience in consulting preferred, including knowledge of Samples Management, Remote Field support, Medical Education functions, and other basic pharmaceutical sales processes. Experience working on the vendor side, managing Client accounts a Strong Plus. People Management experience a mustWe are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.