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