The Sr. Manager will work with the VP of Operations and Delivery directing operations and service delivery with business leaders to establish a multi-year plan for Operations Management and acquisition that will propel organic growth. 

Responsibilities:

• Manages hosted services delivery for assigned customer(s) commensurate with contract terms, which generally span over several years.  This role is very central, requiring interaction with many different organizations within Cymfony i.e. Client Services, , Linguistics, Technology, Product Development, Sales and Marketing.
• This role engages early in the definition of the solution and manages the transition into the managed services organization and the service assurance for the lifetime of the service.
• Verify that the services delivered fulfill the requirements outlined in the external customer SLA's, and to initiate corrective actions should this not be the case
• Support and manage operations for assigned Managed Services customers
• Understand customer contracts in-depth and how to manage scope
• Manage operations schedules of off-shore team
• Manage the problem resolution process for customer issues, leveraging the Cymfony organization to deliver fixes, patches, and solutions to customer issues in a timely and efficient manner including Root Cause Analysis
• Perform presentations and provide updates to Customers and Cymfony Senior Management when applicable
• Provide delivery and verification of reports as defined in SLA
• Focal point towards internal customer for operational issues
• Schedule and conduct reviews with customers on a regular basis of Service Level Agreements, capacity planning, and Business Roadmap
• Participate in client upgrade planning meetings (new releases; how they impact production, strategy to implement)
 

Experience Required: