Endpoint Solution Manager

The selected candidate will work with our client based in France. Therefore he/she needs to be willing to travel to the Paris area regularly. Due to the different stakeholders that need to be communicated with, in France and abroad, the person needs to have both good French and English skills. The Solution Manager role is to drive operational efficiencies in to one or many clients by ensuring the processes defined in the Endpoint Organization are being followed and implemented by the client account teams responsible for delivering services to client. This role will help identify areas of improvement within existing clients and define roadmaps to achieve improvement. The Solution Manager will be both technology and business focused. By understanding technology and business drivers this role will interface with the client and account teams to demonstrate business value for executing change and process optimization. This role will also be responsible for managing/leading others either directly or indirectly to deliver services. The Solution Manager role may be assigned to just one account or many depending upon account size. The Solution Manager serves as an escalation point for issues related to current desktop services and is accountable for improvement opportunities for desktop management services. This role will work closely with the account Program managers manage the client deliverable in the desktop solutions areas.

SKILLS REQUIRED
Key Qualifications
Undergraduate degree in Business Administration, IT or equivalent work experience
5-7 years direct experience gained from 3 or more services assignments involving account, project and/or program management responsibilities
Strong desktop management skills with at least 5-7 years supporting desktop management activities Key skills include Desktop Image Management, Knowledge of Microsofts BDD, Application packaging with Wise or Installsheild, Asset tracking and inventory solutions,
Must have 3-5 years of expiernce with at least two of the following desktop management platforms. SMS 2.0, SCCM, LANDesk, Marimba, BMC Configuration Manager, Altiris client management suites.

As acted as lead engineer in the implementation of at least one of the above management platforms for at least one major account over the past 3 years.

Key Responsibilities/Outcomes Account Strategy
§ Act as a SME for desktop management best practices to clients other collaborative teams (SPO, ITO Strategy and Planning, etc) and sales teams
§ Provide presales and bid support to sales teams by assisting in pricing and opportunity qualification
§ Prepare and deliver client presentations focused on desktop management capabilities and value
§ Evangelize the Endpoint operations capabilities to internal account teams by holding strategy sessions, attending relevant internal meetings and discussions
§ scoping Develops plans and strategies to ensure continued success of a given account
§ Works cross-functionally with the client teams on demand planning
§ Responsible for the volume forecasting process
§ Participates in the development of the account(s) technology strategy Consults at the conceptual stage to influence upcoming account(s) business requirements and technology directions as they relate to Endpoint Mangement. Management of Desktop Managed Services Performance
§ Actively participates in client status calls
§ Keeps track of commitments, ensures performance against committed activities
§ Ensures continuous process improvements to support improved performance levels
§ Manages KPIs across staff and clients Service Delivery, Integration and Escalation
§ Coordinates and facilitates implementation of Endpoint core services into new and existing clients § Collaborates with other groups (Sales, Program Manager, Program Executives, client resolvers, other delivery/resolver teams) in handling and responding to client issues, account problem analysis and making requested service improvements.
§ Actively fill service delivery voids when present to satisfactorily deliver upon contract by being able to create desktop Images, script automation processes, deploy workstations.
§ Work with other Endpoint leads, vendors, and cross functional teams to develop and enhance our delivery methodologies, processes by creating and documenting process, creating how to documentation. Building and strategizing on process improvement.
§ Act as SME in implementation teams on boarding new and existing clients and building appropriate staffing models to run operations in stead state as lean as possible Team Supervisor Management
§ Manages/coordinates other technical resources, either directly or indirectly. To ensure staffing needs, skills and deliverable are satisfactory.
§ Orchestrates implementation plan with all delivery personal and client and ensures compliance to the plan Provides coaching and guidance to lesser skilled junior resources and acts as point of escalation in performance issues.