Technical Services Manager

Stefanini Group

Job Location:

Noida - India

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

About Us:
At Stefanini we are dedicated to delivering exceptional service and innovative solutions that empower our customers to achieve their goals. As a leader in our industry we pride ourselves on fostering a collaborative and growth-oriented work environment.

We are seeking a dynamic and experienced TSM Manager to join our team and drive excellence in technical service management and customer satisfaction.

Position Overview:
As the TSM Manager you will be responsible for leading and overseeing our Technical Service Management (TSM) team. Your leadership will be pivotal in fostering individual growth enhancing cross-functional collaboration and driving strategic growth within our service portfolio. Additionally you will play a key role in improving processes governance and customer engagement.

Key Responsibilities:

Leadership & Management:

* Lead and mentor the Technical Service Management team promoting individual growth through mentorship constructive feedback and tailored development plans.

* Facilitate cross-functional collaboration to enhance customer success by implementing structured service delivery processes.

* Monitor and evaluate the outputs of the Service Excellence Group division to ensure alignment with operational objectives.

Strategic Growth & Portfolio Management:

* Drive the growth of the account portfolio by expanding revenue streams and diversifying service offerings.

* Partner with Professional Services teams to create innovative service solutions that leverage emerging technologies including AI and automation.

* Enhance account performance and customer satisfaction through targeted strategies.

Onboarding & Development:

* Continuously refine the TSM onboarding process for maximum effectiveness and efficiency.

* Develop and implement apprenticeship programs utilizing Senior TSMs in a train-the-trainer capacity.

* Set clear direction and measurable goals for TSMs at all levels to ensure alignment with team objectives.

Governance & Process Improvement:

* Spearhead the maturity journey of internal processes organizing work into logical segments for efficient delivery.

* Manage program-level issues and risks through consistent reporting monitoring and governance frameworks.

* Create and update policies Standard Operating Procedures (SOPs) and governance structures to align with customer requirements.

Customer Management:

* Engage in high-level communications with senior customers ensuring service delivery aligns with their expectations.

* Participate to tactical and strategic governance calls with customers

* Establish and implement performance objectives for regional customer engagement alongside an effective operating model.

* Serve as a liaison between internal teams and customer stakeholders to ensure successful program delivery.

* Bachelors degree in Engineering Computer Science or a related field. A Masters degree is a plus.

* Proven experience (10 years) in a leadership role within Technical Service Management

* Previous experience in managing large customers with complex services and technologies

* Strong understanding of service delivery processes customer engagement and account management.

* Excellent communication interpersonal and organizational skills.

* Ability to drive strategic initiatives and foster collaboration across teams.

* Familiarity with emerging technologies including AI and automation is highly desirable.

Required Experience:

Manager

Job DescriptionAbout Us:At Stefanini we are dedicated to delivering exceptional service and innovative solutions that empower our customers to achieve their goals. As a leader in our industry we pride ourselves on fostering a collaborative and growth-oriented work environment.We are seeking a dynami...