Practice Manager

Job Description: Practice Manager


The Managed Services Program Manager will assume responsibility for evaluating, developing and implementing process improvement projects which assist in increasing the efficiencies of delivering Mercury Managed Services. Responsibilities will include setting policies, procedures and standards, determining program enhancements, providing knowledge transfer, advice and expertise on the programs.


Mercury Managed Services provides a hosted and managed solution for Mercury's core products including enterprise centers of excellence for IT governance, performance testing, functional testing and monitoring applications.


Job Responsibilities:

Develop and direct the implementation of objectives, policies, procedures and work standards within managed services.
Assist with the monitoring of day-to-day operations of a program to ensure that policies and procedures are being followed, that goals and objectives are met; services are being accomplished efficiently and effectively.
Monitor and stay abreast of technological changes that affect the activities and work processes of the managed service. Define new initiatives; design, develop and execute on the projects/programs. Manage and operate with multiple, cross-functional teams to accomplish the objectives of the project/program. This will require working with various teams like the Tier I and Tier II delivery, systems, operations and IT. Responsibilities may include programs around the centers hosted by Mercury Managed Services.
Prioritize projects based on available resources; review and evaluate program and service delivery, makes recommendation for changes in operations to ensure maximum effective service.
Provide technical and/or professional coordination and leadership in the execution of day-to-day program/project activities, as appropriate to program objectives and area of expertise.


 


 


 


 


 


 


Desired Education and Skills:


 

Software engineering or other professional technical experience is preferred
3-5 years experience in Project/Program Management
Subject matter expertise in ITIL, IT Service Management and Service Desks
Ability to manage by influence and perform organizing, prioritizing, and scheduling assignments
Skill in examining and re-engineering operations and procedures, formulating policy, developing and implementing new strategies and procedures
Ability to provide technical coordination and management of development and/or implementation projects in area of expertise.
Strong organizational skills, relationship building skills and ability to multi-task
Excellent oral and written communication


 


Job Level: 5-8 Years