Job Description

The Managed Services Manager is responsible for direct management of the Managed Services Team who supports one of Intellums key Customers.

They will oversee all services roles/positions contracted by a specific Customer and ensure Intellum is delivering as contracted. Such staffing usually builds out a Customers project team that engages with Intellum. The staffed roles could be embedded, at varying levels, within a Customers organization.

The various managed services staffed roles for a specific Customer will report to this position. Direct reports could include, but not limited to, Platform Specialists/Implementation Specialists, Implementation Managers, Data Analysts, Program Managers, and Technical Support Specialists.

Outside of direct management of a team, the Managed Services Manager must be well versed on the various Intellum products in order to advise their direct reports on product knowledge. This means learning the various platforms and technologies at a practitioner level in order to coach and upskill their team..

This role will be accountable to senior leadership for performance and output of their team. In addition to the successes of the team, The Managed Services Manager will also be measured based on Customer satisfaction of the various services their team provides.

To be successful, the Managed Services Manager should be able to manage multiple direct reports of various disciplines and levels.

The Managed Services Manager is first and foremost a people manager that is expected to onboard, coach, train, and performance manage their team of direct reports. They should serve as mediator and resolver of issues including conflicts, aid in capacity planning, time management, communication and build team morale. They will also assist with recruiting and hiring of additional services roles based on Customer need.

RESPONSIBILITIES

• Manage an internal team of multiple managed services direct reports supporting a specific Customer.
• Demonstrate formal and informal leadership skills, relationship-building skills, presentation/communication skills.
• Maintain the team's focus on the strategy set by the Customer and Intellum and accountability for goal oriented results.
• Proactively identifies problems, proposes solutions, pushes for decisions, and resolves issues as needed.
• Proactively identifies problems, risks, and bottlenecks proposes solutions, pushes for decisions, resolves cross-team issues and escalates issues as needed.
• Proactively identify inefficiencies that are holding the team back, and drive better, more efficient workflows.
• Work with internal teams dedicated to the same Customer to ensure consistency and success.

REQUIREMENTS

REQUIRED SKILLS

• 5+ years in people management of technical programs and/or services.
• 5+ years previous work experience leading teams in Customer Success, key account management, or relevant experience.
• Coaching, mentoring, training, development, performance management experience.
• Program/project management experience.
• Strong problem solving and analytical skills.
• Be a self-starter with a strong work ethic, positive attitude, high energy level and the ability to thrive in a fast-paced environment.
• Be extremely organized and detail-oriented.
• Be a practiced problem-solver always bringing solutions to the table.
• Demonstrated communication skills and ability to present to large or small groups, ranging from technical to executive.
• Possess excellent interpersonal, oral and written communications skills.
• Prioritize and manage multiple concurrent tasks/projects in a fast-paced, deadline-driven environment and deliver quality results.
• Experience leading a team while holding teams and individuals accountable for timelines and deliverables.
• The ability to build rapport with a team of direct reports.
• Strong negotiation and leadership skills.
• Exceptional customer service skills.

PREFERRED SKILLS

• Experience with SaaS, LMS, CMS and/or software development implementation.
• Have experience managing software (Learning Management System preferred).
• Proficient in Mac OS.
• Proficient in Google Suite.
• PMP certification a plus.

EDUCATION

• Bachelors degree in Business or related field or equivalent combination of experience.

BENEFITS

• Insurance
  • Medical - 100% of employee premiums covered
  • Dental - 100% of employee premiums covered
  • Vision - 100% of employee premiums covered
  • 401(k) with matching (US Based Only)
• Education (Available to all employees)
  • $3,500 per year in educational funds (Boost Budget)

About Intellum: Intellum is an Atlanta-based SaaS company focused on corporate learning. We are the software engineers, developers and tech industry professionals who are helping our clients become more data savvy, applying machine learning techniques to significantly improve learning personalization, and developing monetization strategies that drive revenue with external audiences. We strive to live up to our company values of Simplicity, Honesty and Innovation every day and have been ranked as one of the Best Places to Work three years in a row by the Atlanta Business Chronicle. Our clients include organizations such as Cricket Wireless, Facebook, Google, Habitat for Humanity, and Randstad.

Intellum is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.