Key Areas of Responsibility
The Practice Manager (PM) shares the overall objectives of the Service delivery managers and participates in initiatives and programs that are initiated at the overall practice level.
In addition to the participation in the overall management of the Practice, the GDC PM is responsible for the following within the scope of assigned associates and customers :
Assembles project delivery teams, appoints team leaders, balancing mix and skills sets of associates to meet project demands
Responsible for team operational schedules, hours of coverage, on call, etc.
Acts as primary point of offshore contact with the customer and with the assigned Service Manager
Participates in Service Management meetings and all critical customer interactions
Ensure weekly, monthly and quarterly deliverables are achieved and reviews all customer roadmaps to ensure both tactical and strategic impact can be achieved
Deploys processes and ensures teams comply with standards of delivery
Oversees technical delivery and acts as a mentor as required to advance technical knowledge within teams
Ensures new knowledge is encapsulated in the form of best practices, processes and tools
Participates in recruiting, interview and resource selection including people development, training & certification
Is the direct reporting manager for all technical resources within his group, and recommends promotions, merits, and required HR actions
Administers performance improvement plans when required for both projects and resources
Administrative activities like ERP, PSA, ADP, GHRTC, etc. for direct reports including expense management
Ensures that all projects are compliant with CMP processes
Identifies Managed Services opportunities
Is responsible for Contract Management (including Change Management, Project Audits, Financial Management)
Ensures customer satisfaction and customer reporting (including SLA management)
Responsible for risk mitigation and escalation management
ITIL Foundation certified (Preferred)
Working with PS to drive growth within the organization and help pre-sales activities.
The GDC PM is also responsible for the development of core knowledge and capabilities for Infrastructure / Operational and / or Application DBA skillsets, including DBA features and tools.
This includes ensuring resources are trained to utilize established methodologies, tools and best practices and in the resource development role, provide the leadership required to continuously improve these assets through encapsulation of field-based experience.
Education and Experience :
Engineering, BS, MBA, or MS in business, technical or professional discipline or equivalent work experience. Desired certifications like ITIL, Six Sigma, Agile, etc.
Continuous education in DB administration, managed services and methodologies etc.
Proven record in managing operations and P&L
Proven experience in managing large multi-national, multi-cultural teams across geographies
Technical Skills & experience in project activities is a plus
Hands on experience in a number of business disciplines such as project management, consulting services, business operations, information technology, and software development with a proven ability and record of success.
Proven relevant experience record of 5 years minimum demonstrating the ability to manage successful managed services organization / department deliveries including IM, RM, CM, PM etc.
Minimum of 10 years as an internal or external consultant with broad project management, data warehouse and business intelligence exposure and experience in a variety of circumstances.
Interpersonal / Professional Skills :
Ability to work independently to manage large group of resources
Task oriented and solution driven with focus on deliverables, cost and timelines.
Organized and detail oriented.
Proactive, Innovative with an analytical mindset
Be able to work under pressure in a challenging environment
Fluent in English language. Additional language knowledge is a plus
Ability to travel frequently and over extended period
Ability to work within multiple time zones and diverse cultures
Strong verbal, written and presentation skills.
Clear communicator across all levels from college hires to Teradata managers to client executives.