Principal Consultant - Governance Services Managed Services

Provides direction and oversight for the Governance Services Managed Services delivery staff based in the Americas. Ensures that the team is delivering services consistent with the contracted statement of work, and is meeting all deliverables and obligations. Provides the People Manager role for America’s service delivery staff

Knowledge, Skills and Experience Qualifications:

• 7 – 10 years’ experience in a customer role leading/managing a retained team supporting governance of large IT outsource managed services agreements, or in a service provider role responsible for management and delivery of large outsource managed services agreements
• 10+ years’ experience leading and managing virtual diverse teams in both a direct report and matrixed model
• Process oriented with experience in developing and implementing processes, policies and procedures
• Experience in managing and operating in a combined onshore/offshore staffing model, and working closely with offshore team members
• Excellent verbal and written communications skills

Education:

Bachelor Degree required, advanced degree desirable

Travel:

15% to 20%

Duties & Responsibilities:

• Provide staff performance feedback and coaching, and manage the annual performance review process
• Establish and monitor individual staff development plans
• Assess team and individual training requirements and develop plans and alternatives for sourcing and delivering required training
• Establish and maintain dialog with key client stakeholders to monitor client satisfaction and to respond/react to any early warning signs of client issues
• Recruit, interview and select staff for new and replacement positions
• Participate in daily service delivery oversight calls with various assigned account teams, both onshore and offshore
• Establish and maintain close working relationships across the service delivery team, and specifically with the offshore management team
• Refine and manage the client satisfaction survey process
• Participate in new contract operational readiness reviews and walkthroughs