Services Product Manager
Company: MW Partners
Location: Austin
Posted on: May 15, 2022
Job Description:
Job DescriptionMW Partners is currently seeking a Services
Product Manager to work for our client who is a global leader in
the aerospace, defence and security markets. Responsibilities and
duties:
- Drive efficiency and continuous improvement initiatives to
improve cost and quality of service
- Ensure Service Level Agreement delivery to the customer on all
metrics as stated in Contracts
- Own the user-experience for all offerings delivered as a
service
- Ensure all cloud service customer contractual obligations can
be achieved
- Drive relevant certifications around security and data
privacy
- Define and manage KPIs for service delivery effectiveness and
prioritize requirements to improve performance and ensure
objectives are met
- Build relationships with key customer staff as Single Point of
contact and Customer advocate
- Specify detailed functional and non-functional requirements
along with business justifications as credible input into the
planning process
- Prioritize based on data, customer requirement and
feedback
- Manage complex or risky solutions that involve large revenue
and critical or high-level customers.
- Manage the transition from project to production as the point
of contact for Operations and support the final acceptance of the
transfer
- Provide escalation support for all critical tasks to include
outage management and any severe incidents
- Provide proposal response support for sales
- Oversee the planning and prioritizing of solution migration
from customer premises to Cloud with the Project team
- Support quarterly meetings with customers to review metrics
(Service Level Agreements and Service Level Objectives) and
reporting Requirements:
- Minimum of 3 years' Service Management experience
- Minimum of 3 years working in a scaled pure SaaS company
- Minimum of 5 years of IT and technical experience in a customer
facing role
- Experience in one or more of the following: Cloud
infrastructure, software as a service, big data, security and
privacy, development and operations, or artificial
intelligence/machine learning
- Experience with Google Cloud Platform (GCP) and Amazon Web
Services (AWS)
- Strong verbal and written communication skills in an
international and global environment, proficiency in English
- Ability to manage tasks to closure, with cross-functional
inputs
- Excellent organization and time management skills with the
ability to self-prioritize tasks and work across multiple time
zones
- Outstanding commitment to Customer Success
- Ability to effectively converse on complex topics from solution
concepts to technical details with a diverse group of
individuals
- Drive to always make things better – able to show historical
improvements in efficiency, service upgrades and cost
management
- Prior experience with managing Service Level Agreements within
a technical organization
- Business and technical knowledge of IaaS, SaaS, PaaS and cloud
computing
- Experience in Crisis Management and managing customer
escalations
- Proven teambuilding background with emphasis on teamwork within
team and with non-direct reports
- Verifiable customer relationship experience in previous
positions with the ability to give relevant and specific examples
of that experience
- Excel in a fast-paced and sometimes unstructured environment
and willingness to do whatever necessary to get the job done
- Experience with API-driven architectures For a confidential
discussion or to find out more, contact Divya on 718-360-9456 or
apply now.
Keywords: MW Partners, Austin , Services Product Manager, Executive , Austin, Texas
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