Manager – Operations Centre, Managed Services
**Tracking Code**
368\-180
**Job Description**
By joining Forsythe, you will help clients make smart IT investment decisions that deliver real results\. Whether it’s securing data, managing risk, lowering costs or improving performance , you will work side by side with our Fortune 1000 clients on their data center and business needs\.
With Forsythe Data Centers, you have the opportunity to be part of a company that is bringing to market the first facility of its kind with private, secure, and cloud\-ready data center suites\. The new facility houses a technology evaluation center where clients can see their planned solution in action\.
Visit our case studies page to learn more about how we help our clients\.
As a 100 percent employee\-owned company, our employees have equity ownership and are committed to six core values: integrity, mutual respect, passion for excellence, accountability, client focus and teamwork\.
**JOB SUMMARY:**
The Manager – Operations Centre, Managed Services is a spokesperson for their solution and the business owner for their area of responsibility\. They are the subject matter expert and responsible for the development and management of all employees within their practice, as well as the delivery of service offerings\. This position and direct reports will be the primary interface between all clients and internal teams to ensure successful service delivery Forsythe Managed Services\. The role delivers and supports sales as necessary\.
This position develops operational plans to execute previously developed strategies for a sub\-function or business segment\. The Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility\.
**PRINCIPAL DUTIES AND RESPONSIBILITIES:**
+ Develop client support services and processes\. Maintain knowledge of products and coach/mentor employees on how to review client incidents / change requests\. Oversee maintenance of the knowledge base and train the team to update it and develop intellectual property\.
+ Act as first point of escalation for the Managed Services team\. Oversee distribution of incidents and change requests from clients and ensure that they are closed in a timely manner\. Coach and direct team in operational activities to ensure compliance with departmental goals and objectives\.
+ Develop relationship with vendor to get exposure to new equipment for practice team\. Work with vendor to develop training on new technologies for employees\. Build relationship with vendor engineering to obtain leverage for with their service and training\. Obtain access to training facilities, software, and other resources vendors have to offer\.
+ Interface with Sales and product team\(s\)\. Educate Sales and Pre\-Sales Product members on all service capabilities of the Forsythe and Forsythe partners Internal Service Offerings\. Interface with consultants and LOB Leaders to maintain service offerings\.
+ Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department\. HIPAA or other regulatory training may be required based on your role or assignment\.
**Required Skills**
+ Technical knowledge/foundation to support a Consulting team
+ Individual must be able to solve complex business problems in the areas of services development, inter\-corporate relationship building, interdepartmental relationship building and provide counsel and direction to personnel in these issues as well
+ Excellent writing and verbal skills
+ Ability to multi\-task in fast\-paced environment
+ Excellent presentation skills
+ Build and lead a team that can provide deep level intelligence and operational excellence in order to react quickly to received alerts/incidents\.
+ Provides leadership, coaching, and mentoring of staff responsible for the delivery of MS services\.
+ Leads employee performance to standards of excellence
+ Manages performance, reward and recognition\.
+ Identify and proactively retain critical talent through integrations and transition; manage low performers\.
+ Establishes succession plan for key positions, including own\.
+ Selects & builds high performing diverse team that leverages individual capabilities & strengths\.
+ Fosters high achievement environment where diversity is valued and people are treated with respect and dignity
+ Ensure that employees understand Forsythe vision, as well as support and reinforce targeted behaviours that contribute to MS goals\.
+ Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance\.
**Required Experience**
**Education**
+ Bachelor’s Degree required, preferably in Business Administration or Computer Science
**EXPERIENCE:**
+ 5 or more years in a professional services development role required
**Job Location**
Mississauga, Ontario, Canada
**Position Type**
Full\-Time/Regular