Engagement / Managed Services Manager at FICO

Job Description

This position is for an experienced Engagement Manager with responsibility for the successful delivery of a FICO Managed Services offering at a key client in Cape Town, South Africa. The main role of the Engagement Manager will be to develop the roadmap of strategic and regulatory enhancements for the client while also acting as the single point of contact and managing the dedicated FICO team. The ideal candidate will have previous operations management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support

The Engagement Manager works closely with our sales and delivery teams in South Africa, proactively dealing with any service related opportunities or issues that arise while also supporting the sales team in identifying further opportunities at the client. The Engagement Manager is also accountable for overseeing the elements of the service relating to custom application development, quality assurance and quarterly solution reviews.

Responsibilities

• Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice.
• Monitoring the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement.
• Ensure operational procedures and practices are well defined, documented and consistently applied.
• Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues.
• Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service.
• Ensure quality, up-to-date documentation exists for all service arrangements.
• Provide input into the managed service strategy with particular focus into opportunities to grow and/or enhance the service offered while also contributing to the development of a roadmap for strategic and regulatory enhancements.
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement.
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required. Clear and effective escalation will be expected.
• Drive a continual service improvement programme based on a desire to become a world class managed service provider.
• Provide status reports on any custom application development.
• Agree and Manage workload to implement roadmap based upon the client’s prioritisation to core team capacity.
• Taking personal ownership of issues and delivering solutions in a way that builds stakeholder confidence.
• Act as the single point of contact between FICO and the client to cover all issues relating to core product and/or customization.
• Defining clear roles and responsibilities between FICO and the client.
• Support sales in the identification and securing of new business.
• Ownership of a Quarterly Solution Review with the client to cover Environment Health Check Services (infrastructure, sizing, scalability review and performing tuning), Mentoring or Custom Training and non-standard platform support and Verification Testing (PVT).
• Ensuring that FICO aligns to the requisite change management governance required from the client’s side.
• Publish weekly status reports, including analysis and issue resolution.

Skills and Experience

• We’re looking for an experienced Operations Manager from an external, customer facing IT Managed Services background with a proven track record of building, developing and managing service delivery and support teams.
• You’ll have solid leadership and people management skills along with previous experience growing and developing an operations function; i.e. defining operational procedures, setting service standards and defining SLA’s. It goes without saying that you’ll also be passionate about delivering exceptional service.

In addition to the above you’ll also:

• Have a good level of commercial acumen.
• Be able to identify opportunities for efficiency, cost reduction and continuous improvement.
• Have excellent communication, influencing and customer management skills
• Have a proactive approach to client satisfaction by looking for potential issues and flagging with options to resolve before they become issues.
• Have the ability to build relationships at all levels of the client’s organisation. Must be able to demonstrate strong skills in stakeholder management, communication, influencing and strong personal credibility.
• Be able to work across the client’s organisation and within the complexities of the FICO organisation.
• Be comfortable working across geographies (global team with global culture / language appreciation). Experience of mobilising virtual teams and building / improving delivery capability to ensure delivery against challenging timelines.
• Previous Project Management experience a definite advantage.
• Understand the basic construct of a Managed Service offering with the ability to both develop as well as enhance the offering.
• Be comfortable with a certain level of technical detail - enough to be able to translate to the different needs of the client and FICO internal teams.
• Be able to work at a very detailed level to track effort, progress and resource utilisation.
• Be comfortable working in a matrix structure as well as collaborating with sales teams in identifying new opportunities.
• Have a strong ability to lead and motivate others.
• Have working knowledge of project management methodologies.