Manager, Managed Services Delivery

Overview

The TIBCO Professional Services Group (PSG) is the most experienced TIBCO consulting organization in the world and its mission is to ensure our customers’ success. During the course of our services engagements, we work side-by-side with our customers and their designated partner in order to help establish customer self-sufficiency in implementing solutions based upon TIBCO technology. We support projects that are aggressive, strategic to our customers’ business, and that leverage mission critical services and applications.

This position shall serve as the service manager for TIBCO’s Managed Services Group utilizing ITIL v3 concepts to review services and related processes, and to create and manage associated document libraries. This position shall work closely with the Managers, Teams Leads and developers to develop ITIL-based strategies for service delivery, including Continual Service Improvement (CSI), Quality Assurance metrics, and lifecycle planning.

What You'll Do

• Communicate and manage existing service delivery problems, including customer complaints.
• Develops and or initiates activities to enhance current/future in alignment with ITSM best practice.
• Guide the development of new or changed Service Management processes in accordance with customer Service Requirements.
• Assists customers in identifying and documenting current and future service requirements.
• Schedules and conducts regular service performance reviews and document progress.
• Generating process improvements that bring about measurable improvement in quality and/or efficiency.
• Responsible for identifying opportunities for process improvement, developing and implementing best practice and continuous improvement initiatives for a business unit.

Who You Are

• Experience of TIBCO products such as BW, EMS is an added advantage.
• Overall IT Experience : 10 - 15 years
• Working knowledge of other TIBCO products such as AMXBPM, BE, Spotfire is an added advantage
• Experience in implementing IT Service Desk for integration products is desired
• Excellent verbal and written communication skills.
• Formal IT and Business centric presentation skills for multiple levels of management.
• Demonstrated ability to work with multiple customers at the same time.
• Ability to establish customer trust and confidence.
• Ability to travel within company and customer locations as needed within short notice.
• Bachelor’s degree with 10+ year’s related professional work experience
• In depth knowledge of process design, mapping, quality tools, and organizational change management concepts.
• Experience framework implementation a plus (ITIL, COBIT5)
• ITIL Expert level certification or Intermediate level with a minimum of three ITIL V3 Intermediate modules desired.
• ISO 20000 Quality Certified Professional from industry recognized agency a plus.
• Information security management system certification – ISO 27000

About TIBCO

Headquartered in Palo Alto, CA, TIBCO Software enables businesses to reach new heights on their path