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Senior Manager, Services Practice
Rocket Software
Multiple locations
Posted on Nov 12, 2024
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
The Service Practice Manager will manage a team while overseeing the delivery of our mainframe migration solutions and services to a major financial services client, ensuring high-quality service, client satisfaction, and efficient project execution. This role requires strong expertise inmanaging people and services in the mainframe domain, particularly in migration and modernization projects. The ideal candidate will have a deep understanding of client needs within the financial services sector, strong relationship-building skills, and the ability to coordinate with
cross-functional teams to ensure successful project and service delivery in Spain but also for the customer globally.
Job Overview:
The Manager, Services Practice will oversee the delivery of our mainframe migration solutions and services to a major financial services client, ensuring high-quality service, client satisfaction, and efficient project execution. This role requires strong expertise in managing services in the mainframe domain, particularly in migration and modernization projects. The ideal candidate will have a deep understanding of client needs within the financial services sector, strong relationship-building skills, and the ability to coordinate with cross-functional teams to ensure successful project and service delivery in Spain but also for the customer globally.
The candidate will take a key role within Rocket Software AMC Team working with the Sales, Pre-Sales, Delivery and Product Engineering teams to drive sustainable solutions to the customer. Involving co-ordination of our teams across the globe working on this account.
Strong Technical and Architecture Skills including - IT value chain components: Strategy Planning, Architecture disciplines, Data Privacy, Networking, Infrastructure, etc. using key enablers: Cloud, DevOps, Event Driven Architectures, API enablement, Microservices, ML, Data Hub, Data Streams, Data Lake, Mainframe Modernization levers, zOS, COBOL, JCL, Microfocus Products.
Essential Duties and Responsibilities:
- Team Management and Leadership - Lead, mentor, and manage a team of delivery specialists, assigned to the client account. Provide guidance on daily tasks, set performance objectives, conduct regular performance evaluations, and create development plans to enhance team skills and capabilities.
- Resource Allocation - Ensure that the team is adequately resourced for contracted requirements, coordinating with the Professional Services Delivery Leader to manage workforce capacity and address any skills gaps.
- Client Relationship Management - Act as the primary services management point of contact for the client, ensuring their needs are met and managing their expectations throughout the project and services lifecycle. Build and maintain strong relationships with client stakeholders.
- Technical Communication - Engage with both client and internal technical teams to discuss the client’s mainframe environment, as well as any technical challenges, project updates, or issues that arise. Be able to converse confidently at a technical level, understanding complex mainframe migration processes, troubleshooting methods, and proposed solutions, ensuring alignment and clarity across all teams.
- Project Delivery Oversight - Oversee the successful delivery of mainframe migration projects, ensuring adherence to timelines, budgets, and quality standards. Work closely with technical teams to resolve any issues and ensure client satisfaction.
- Service Management - Manage service delivery in alignment with or services contracts and client requirements. Monitor service performance, analyze metrics, and take proactive measures to improve service delivery and client outcomes.
- Team Coordination - Collaborate with cross-functional teams, including technical, support, and project management teams, to ensure the seamless delivery of services. Provide guidance and mentorship to team members as needed.
- Risk Management- Identify potential risks in project delivery and implement strategies to mitigate them. Address any service-related escalations promptly and effectively.
- Continuous Improvement - Identify opportunities to enhance service delivery processes and client satisfaction. Work closely with internal teams to implement improvements and maintain high service standards.
- Reporting - Prepare and present regular progress reports to both clients and internal stakeholders, highlighting project status, key achievements, and any areas for improvement.
Services to Customers
Provide exceptional value-driven services to customers.
- Leads their team and ensure customer satisfaction and that projects and services are delivered.
- Offers technical governance and guidance to the Customer and Services team.
- Builds upon established solution delivery techniques to help drive continual improvement.
- Guides and trains customers in best practice configuration and use of Rocket products
- Establishes credibility as a Rocket product expert with all audience levels.
- Mentors and teaches other consultants on product implementation strategies.
- Leverages Rocket subject matter experts to provide effective and creative solutions to Rocket customers.
- Assertively and persuasively deals with challenges.
- Partners with Project Management to develop an effective approach to projects that considers customer objectives, timeframe and budget.
- Gains an understanding of the customer business and seeks to identify opportunities where Rocket can bring added value to the customer.
- Able to communicate with the Customer and Rocket Leadership at all levels.
Required Qualifications:
- Demonstrated experience in managing and developing a team, including setting goals, conducting performance reviews, and leading by example.
- General Technical Skills: Strategy Planning, Architecture disciplines, QA, Security, Data Privacy, Networking, Infrastructure
- key enablers: Cloud, DevOps, Event Driven Architectures, API enablement, Microservices, ML, Data Hub, Data Streams, Data Lake, Mainframe Modernization levers, zOS, JCL, Microfocus Products.
- Experience with COBOL modernization and porting application code across platforms.
- Experience with tools and methodologies used to migrate mainframe workloads via hardware/middleware emulation, automated code conversion, and re-platforming.
- Good knowledge of the following technologies:
- IBM Enterprise COBOL or PLI programming experience
- System level experience of IBM CICS; IMS and JCL
- Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server; PostgreSQL;
- Use of Microfocus Enterprise Products
- Windows, Linux, Unix operating system
Knowledge of major Cloud Provider infrastructure and technologies, such as AWS, Azure, GCP, Cloud Foundry, Docker / Kubernetes
- Strong understanding of mainframe systems, migration processes, and the unique challenges involved in transitioning legacy systems.
- Strong Delivery skills overseeing both project work and day-to-day supporting an operational customer environment.
- Excellent client-facing skills, with the ability to manage client expectations and build lasting relationships.
- Demonstrated ability to manage complex projects with multiple stakeholders and deliver results on time and within budget.
- Strong problem-solving skills and the ability to work under pressure to resolve issues quickly and efficiently.
- Excellent communication skills in both Spanish (native) and English, with the ability to clearly convey technical concepts to non-technical stakeholders.
- A degree in IT, Computer Science, Business Management, or a related field is preferred.
- Willingness to travel within Spain as required for client meetings and project needs.
Preferred Qualifications:
- Proven experience managing within a services company, preferably within the mainframe migration or financial services domain.
- Good understanding of the ITIL framework how it is applied and managed within a delivery environment.
- May hold or have in the past a PMP or other project management qualification
Education:
Bachelor’s or Master’s degree; or equivalent work experience
Travel Requirements:
Up to 20%
Information Security:
Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
.Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!