Managed Service Manager

**Company Description**
Devoteam is a leading consulting firm focused on digital strategy, tech platforms, and cybersecurity.

By combining creativity, tech, and data insights, we empower our customers to transform their business and unlock the future.

With 25 years’ of experience and 8,000 employees across Europe and the Middle East, Devoteam promotes responsible tech for people and works to create better change.

Creative Tech for Better Change

Devoteam has launched in January 2021 its new strategic plan, Infinite 2024, with the ambition to become the #1 EMEA partner of the leading Cloud-based platform companies (AWS, Google Cloud, Microsoft, Salesforce, ServiceNow), further reinforced by deep expertise in digital strategy, cybersecurity, and data.

A Managed Services Manager plays a critical role in ensuring the smooth delivery and ongoing optimization of IT services to clients. Here's a breakdown of the typical job description:
**Core Responsibilities**:

- ** Service Delivery Management**:

- Oversee the day-to-day operations of managed service contracts.
- Ensure service level agreements (SLAs) are met or exceeded.
- Monitor service performance, identify trends, and implement proactive measures.
- Manage incident, problem, and change management processes.
- Coordinate with technical teams to resolve complex issues.
- ** Client Relationship Management**:

- Act as the primary point of contact for managed service clients.
- Build and maintain strong client relationships.
- Conduct regular service review meetings with clients.
- Address client concerns and ensure client satisfaction.
- Identify opportunities for upselling and cross-selling additional services.
- ** Team Leadership and Management**:

- Lead and manage a team of managed service engineers and technicians.
- Provide guidance, mentorship, and support to team members.
- Assign tasks, monitor performance, and provide feedback.
- Develop and implement training programs to enhance team skills.
- Ensure proper staffing levels and resource allocation.
- ** Process Improvement and Optimization**:

- Develop and implement best practices for managed service delivery.
- Identify areas for process improvement and automation.
- Implement and maintain service management tools and systems.
- Ensure compliance with industry standards and regulations.
- Create and maintain service documentation and knowledge base.
- ** Financial Management**:

- Manage the budget for managed service contracts.
- Track service costs and identify cost-saving opportunities.
- Ensure accurate billing and invoicing.
- Forecast resource requirements and manage capacity planning.
- ** Reporting and Analysis**:

- Generate regular reports on service performance and client satisfaction.
- Analyze service data to identify trends and areas for improvement.
- Present reports to senior management and clients.
- Use data to drive informed decision-making.

**Qualifications** Required Skills and Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in managed services management, preferably in an IT consulting environment.
- Strong understanding of IT infrastructure, networking, and security.
- Experience with service management tools and systems (e.g., ServiceNow, ConnectWise, etc.).
- Excellent communication, interpersonal, and client management skills.
- Strong leadership and team management skills.
- Ability to work in a fast-paced and dynamic environment.
- Strong problem-solving and analytical skills.
- ITIL certification is often preferred.
- Project management experience is a plus.

**Key Attributes**:

- Customer-focused
- Results-oriented
- Proactive and organized
- Strong attention to detail
- Ability to work independently and as part of a team.

**Additional Information