Service Manager (AMS)
Publicis Sapient · Posted Oct 8
Enterprise AI platforms, digital business transformation, software engineering, and strategy consulting services
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About the role
Publicis Sapient's Global IT Operation team delivers Application Management Services (AMS) and IT Operation Services to enterprise clients across application, infrastructure, and multi-cloud technology stacks. This Service Manager role leads and builds delivery teams for managed IT services, owns customer satisfaction, and drives IT strategy, annual technology roadmaps, budgets, risk and compliance governance, and continuous service innovation for large multi-year client engagements.
What you will do
- Maintains overall responsibility for customer satisfaction through the delivery of managed IT services
- Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction
- Engage and consult with senior leaders to align with strategic business goals and technical initiatives
- Excellent Team Management Skills
- Conducting regular status and business review meetings for each client to understand short- and long-term business goals
- Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client
- Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance
- Identifying new opportunities to use technology to streamline business processes
- Overseeing internal support and engineering resources to ensure successful delivery of services to clients
- Educating clients on current technology trends relevant to their specific industry
- Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues
- Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.
- Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.
- Communicate effectively and professionally in all forms of communication with internal and external teams/customers.
- Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.
- Customer Satisfaction Value proposition / Articulation
Skills used in this role
What the employer is looking for
- This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization.
- This role requires outstanding customer service skills due to interaction with numerous client departments and business units
- Ability to oversee simultaneous projects to successful delivery
- Demonstrated experience with vendor management and contract structuring
- Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management
- Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation
- Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners
- Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
- Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
- Willingness to work in odd hours and weekend as per the project requirements.
- Ability to prioritize when under pressure and be able to travel within region and globally for delivery issue and/or strategic governance meeting
- Prior experience in Managed Service Provider or IT Consulting environment is a must
- Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role
- Should have exposure in in executing large production support engagements across applications and infrastructure technology stacks
- Previous project management experience and in running major incidents
- Exceptional attention to detail and highly organized
- Able to work on and coordinate multiple tasks simultaneously
- Comfortable working in a team environment
- Extensive Experience in managing large Application stacks
- Proven ability to create and maintain effective documentation, including policies, processes, and procedures
- Broad operational experience in a public company environment with a deep understanding of IT
- Proven experience to deliver in a fast-paced technology company
- Data-driven decision-making mindset
- 12 - 20 years of relevant experience in the enterprise Application/Infra/Multi cloud solutions space.
- Bachelor’s engineering degree required (Degree in Computer Science or related field preferred)
Benefits and support
- Compensation and benefits are detailed in the job posting
About Publicis Sapient
Publicis Sapient is a digital business transformation company that helps organizations create and sustain competitive advantage through a blend of strategy, consulting, experience design, and engineering. Operating as a subsidiary of Publicis Groupe, the firm leverages proprietary enterprise AI platforms like Sapient Bodhi, Slingshot, and Sustain to modernize legacy systems and accelerate digital capabilities. With over 30 years of history, it partners with global enterprises across diverse industries to reinvent how they operate and serve their customers.
- Industry
- Digital Transformation
- Company size
- 20000+ employees
- Founded
- 1990
- Location
- Boston, Massachusetts, USA
- Funding stage
- Public Company
Funding
Public Company · $3.7B raised
- 2015-02-01Acquisition$3.7B
Leadership
Chief Executive Officer
Nathalie Le Bos
Chief Financial Officer
Chief Marketing Officer
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