A Teradata Service Manager is responsible for the delivery of outcomes and driving continuous service improvements with Teradata Managed Services customers by leveraging ITIL best practices. Projects which the Service Manager is responsible for involve the administration, operation and sustainment of analytic ecosystems which may comprise Teradata Vantage data warehouse, data lake systems, data acquisition and integration tools, businesses intelligence, analytics and data science tools, backup and restore systems, disaster recovery systems and other infrastructure, security and cloud related applications/tools.
This is a senior management role in our execution to the customer and the ability to communicate and manage clearly and with all stakeholders is paramount.
Key Areas of Responsibility
Customer Management
Manage customer expectations and drive effective return on value
Drive customer dialogue and interaction through periodic service review sessions
Ensure services are delivered as per contract scope and within agreed services levels
Review IRA (Issues, Risks and Actions) logs and ensure that the team keeps the information current and that commitments are achieved
Manage escalations both to the customer and internal
Mentor teams to drive continuous service improvement initiatives, delivery efficiencies and automation activities
Ensure teams keep operations manuals and other pertinent project documentations up to date
Drive the discipline of defining, measuring and reporting relevant KPIs to objectively assess the quality and state of the service
Develop, manage and communicate a rolling forward plan for the maintenance and activities of the environment
Proactive ecosystem and service management. Anticipate and communicate evolving trends that may impact engagement. Ensure team adherence to both Teradata and customer security policies and standards
Ensure operational processes are established and delivery team knowledge of these are always kept current
Financial Management
Monitor, manage and report project financials through Teradata\xe2\x80\x99s PSA system
Initiate customer billing through PSA as per contracted billing milestones
Ensure consultant project hours and expenses are entered and approved as per guidelines and governance policy
Report project health and financial status during periodic governance reviews
Manage engagement financial risks
Resource Management
Manage multiple delivery teams of varying sizes and coverage models delivered onsite and offshore which may comprise of local, borrowed, 3 rd part and/or customer resources
Facilitate the onboarding of new resources as per project requirements
Facilitate the management of team shift schedules and rosters
Work with resource management teams for addition or replacement of consultants
Develop contingency plans for staffing shortfalls or issues
Account Team Collaboration
Support account team in securing renewals
Provide relevant information, insights and leads to new customer needs and opportunities
Practice Development
Drive the adoption of current best practices, templates, tools and accelerators
Contribute to the growth of the community of practice by sharing lessons learned and case studies
Skills & Attributes
Experience in IT services operations management and control
Knowledge and experience in the delivery and maintenance of data warehousing and analytic ecosystems
Experience in the application of the ITIL framework
Strong consulting skills
Experienced in leading multi-geography teams
Experience with agile delivery and project management desirable
Preferred Qualifications
7 years or more experience in computer technology or related fields with at least 3 years focused on managing IT operations or Managed Services delivery
BS/BA degree in Business Technology, Computer Science, or Management Information Systems, Business Administration, Math, Statistics, or Engineering
ITIL v4 Certification
Teradata highly values diversity and equal opportunity in all aspects of our business. We are excited by the unique qualities, abilities and perspectives each person brings, and candidates are considered on all the attributes they may bring to the role and the team.
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