Managed Service Manager

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Job Description

As a Managed Service Manager, you will have the opportunity to work for global organizations alongside a multi-disciplined team of Strategy, Digital, and Technology professionals to bring the best of Avanade to our clients.

Your main tasks/responsibilities will include:

• Act as a delivery lead and project manager to ensure the quality of the delivery and the respect of milestones, planning, finances
• Draft regular status reports about KPIs/SLA fulfillment
• Organize scrum ceremonies, remove blockers from the development team
• Responsible for abiding by the Service Requirements and the KPIs/SLA
• Accountable for all divergence regarding the expected quality
• Present regularly the activity reports and the Service improvement plan to the Customer
• Manage a multicultural and mixed team that is spread across countries and includes members working on-site and remotely
• Service Management
• Resource planning
• Propose, discuss and implement measures for service and resources optimization
• Coordination and resolution of escalations and critical issues
• Planning and defining scope, activity planning, sequencing, resource planning
• Developing schedule, time and cost estimations, developing a budget, and documentation. Organizing scrum ceremonies, removing blockers from the development team
• Implement and follow Avanade’s sustainability-by-design approach of embedding environmental, social, and governance (ESG) capabilities across each cloud project lifecycle
• Generate, lead, and communicate metrics to key stakeholders
• Identifying and mitigating potential risks
• Understand and promote the benefits of DevOps approaches and tooling
• Assess the Agile/Scrum maturity of the scrum teams and coach the teams as required
  
  

Your team

• Avanade Technology leverages design thinking, industry insights, and the latest digital and Security methodologies to help clients innovate, grow and improve their businesses. Our expertise, capabilities, and experience mean that our clients (including some of the biggest brands in the world) trust us to find the right solutions for their needs.
  
  

Together with our talented international colleagues, we focus on connecting the needs of businesses with the new possibilities that come with technological progress. Because that’s where the real challenges are: inventing and testing things that have never been tried before, getting new applications ready for roll-out, and ultimately guiding clients to select and implement the right technologies – including state-of-the-art Security solutions - to transform their businesses.

Recommended Certifications

• PMP, PM² or Prince2 certified
• Agile Scrum certified
• ITIL certified (ITIL V3 or later)
• Any cloud foundation certifications
  
  

Educational Requirements

Master’s Degree in computer science or related field or equivalent professional experience

Experience

• 6 – 12 years of experience within an IT Service Management role developing IT processes, information flow, associated reports, and applications for the defined service domain
• Effective verbal and written communication skills and ability to work with technical and non-technical personnel at various levels in the organization
• Experience in project management delivering IT projects and as a scrum master
• 5+ years of hands-on Scrum experience in a dedicated Scrum Master role
• Understanding/exposure to Scaled Agile practices such as SAFe and LeSS
• Experience in delivering solutions using Agile methodologies like Kanban, Lean, Continuous Delivery, XP, etc.
• Detailed understanding of Agile metrics and value tracking across the SDLC
• Practical experience in a Cloud Managed Services business (Azure, AWS, GCP, or any other Cloud technologies)
• Fundamental knowledge of Networking and Hosting technologies and solutions
• Fundamental knowledge of big data concepts (storage, pipelines, and utilization of data)
• Strong experience leading Scrum Teams in a scaled environment including remote teams and external dependency management
• Practical experience engaging with DevOps teams, tooling, and practices
• Excellent leadership and customer service skills
• Fluent in English
  
  

About Avanade

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 59,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers.

We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.

We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping young people from underrepresented communities fulfil their potential.

Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com .