OTS Technical Services Manager - AutoSol

OTS Technical Services Manager - AutoSol

EMERSON
7-10 years
Not Specified

Job Description


The TSM is responsible for managing and developing Emerson's support relationship and the delivery of Emerson's Oracle Technical Services (OTS) offerings across multiple teams within Emerson Enterprise IT and Emerson Automation Solutions. Establishing and maintaining strong relationships is key to certify Emerson as a trusted advisor and proponent of our internal business platform goals. The TSM plans and deploys support services as defined by the agreed upon Service Level Agreement and ensures deliverables are met. This role also includes an account management component by providing the link among projects, programs, clients, and support resources with the intent to grow inter-team relations.
Day to Day responsibilities:
  • Coordination of support resources, as well as, facilitating the communication with Emerson business units, various technical teams, and vendors.
  • Design and follow appropriate governance model/plan for SLA based support contracts.
  • Drive cross-functional interaction to ensure successful and timely delivery of high-quality support services.
  • Ensure that systems, processes, and methodologies, as specified, are followed to ensure effective monitoring, control, and support of service delivery.
  • Manage regular internal and business units facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization and overall account status.
  • Responsible for timely and accurate monthly billing in accordance with the clients contract. This includes regular reviews and management of resources time and timesheets.
  • Ensure excellence in service delivery to ensure customer satisfaction and minimize down time. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across Emerson to implement and measure the improvements.
  • Track, manage, negotiate, and maintain Business Unit budgets
  • Communicate potential needs for change orders with Business Units based upon new support needs or projects.
  • A minimum of 7 years of applicable industry experience in delivering Enterprise IT Services.
  • 5 to 7 years managing teams as part of an IT Service Delivery organization within a Managed Services environment.
  • Knowledge of Oracle application, database and infrastructure solutions, cloud, systems integration
  • Demonstrable experience managing customers and delivery of IT services.
  • Must possess strong written and oral communication skills

Preferred Skills:
  • ITIL Service Delivery qualification is desirable.
  • Experience working multiple Cloud service providers including AWS, Google Cloud,
  • Fluent in English

Education:
  • Bachelors Preferred

Job Details

Employment Types:

Function:

IT

About EMERSON

ABOUT EMERSON Emerson, a Fortune 500 company with $18.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. We are innovators, question-askers and problem-solvers. We don't settle for good enough or 'This is the way it's always been done.' Instead, we push ourselves and strive for the 'never been done before.' Our Automation Solutions business enables the greatest use of the world's most valuable resources, ensuring the performance and safety of industries that are the backbone of daily life. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure. No calls or agencies please.

Job Source : emerson.taleo.net

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