Managed Services Manager Job at Flooid Limited
Overview:
Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Because this role supports our global business, candidates should be based in the Eastern or Central Time Zones.
Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.
Benefits: Benefits start on day one – medical, dental, vision, life and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match
Work is performed in an office setting with frequent interruptions. This position requires the ability to sit or stand at a workstation for extended periods of time. The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.
The Flooid Managed Services Manager oversees the company's Managed Services work by supporting Pre-Sales activities, handling contracts, and running the Managed Services operations. The ideal candidate will have significant Service Product experience, good sales support experience, excellent technical knowledge, and a passion for operations!
The Role:
Primary duties of the Managed Services Manager include the following:
- Work in close collaboration with Product Management to refine/redevelop Flooid's Managed Services offerings
- Support Pre-Sales by preparing sales collaterals, train, and finally support the Pre-Sales team by joining prospective customer calls
- Prepare and negotiate Managed Services contracts
- Refine/redefine SLA with customers
- Refine/redefine SLI/SLO
- Run day-to-day operations
- Develop operational improvements
- Coordinate and resolve incidents and escalations
- Measure Managed Services quality and recommend/provide improvements
- Manage suppliers with regards to licenses and purchasing - for both external customers and internal Flooid employees, this will include software licenses, employee hardware, and other supplier management activities required - under control of the wider SRE department.
This role has great flexibility and the opportunity to work on a global scale. Team members are passionate about what they do, hardworking, and genuinely good fun. They have exceptional knowledge and experience, and they are eager to share it with each other.
Skills and Experience:
A successful Managed Services Manager at Flooid will be a pro-active self-starter with an eye for detail who collaborates effectively with team members and isn’t afraid to seek out opportunities for innovation and improvement.
The ideal candidate will have the following skills and experience:
- A passion for IT Services and Technology
- Strong experience in Managed Services Productization
- Significant experience in supporting Managed Services sales
- Extensive experience in Managed Services contracts
- An impressive record of Managed Services deliveries and operations
- ITIL Certifications (2/3/4, at least one version)
- Cloud operations experience
- Ideally, GCP
- Retained technical ability to script (Bash/Python)
- Domain Expert in DevOps Technologies
- Ability to lead Infrastructure Architecture choices
- Ability to lead Code Reviews
- Ability to review code (Java, Terraform, Ansible, Python, Bash)
Retail knowledge is a significant bonus!
The Company:
Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future.
Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Because this role supports our global business, candidates should be based in the Eastern or Central Time Zones.
Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.
Benefits: Benefits start on day one – medical, dental, vision, life and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match
Work is performed in an office setting with frequent interruptions. This position requires the ability to sit or stand at a workstation for extended periods of time. The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.
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