Technical Manager-TS/Poly/Required

We are seeking a highly skilled and motivated Technical Manager to oversee and technically manage projects that require active customer engagement and coordination across multiple teams supporting a wide array of services. This role demands a balance of technical expertise, exceptional leadership, and the ability to facilitate collaboration between internal teams and external customers. The ideal candidate will have a proven track record of managing complex technical projects, ensuring successful customer outcomes, and leading cross-functional teams to meet deadlines and project goals.

Duties include:

Project Management & Coordination:

• Lead technical projects from initiation to completion, ensuring that customer requirements are met and that all project milestones are achieved on time.

• Coordinate efforts across multiple teams (engineering, operations, support, etc.) to deliver integrated solutions and services.

• Develop and manage project timelines, resources, and deliverables while keeping stakeholders informed of progress and any potential risks.

Customer Engagement:

• Serve as the primary point of contact for customers throughout the project lifecycle, ensuring clear communication and fostering strong relationships.

• Understand customer needs and expectations, translating them into actionable technical requirements and project objectives.

• Gather and prioritize customer feedback to continuously improve processes, services, and solutions.

Cross-Functional Team Collaboration:

• Work closely with various internal teams, including technical support, development, operations, and product management, to ensure seamless delivery of services.

• Foster a collaborative work environment, facilitating communication between technical and non-technical teams to resolve issues and meet customer demands.

• Ensure that the appropriate resources and expertise are allocated to projects to drive successful outcomes.

Technical Leadership:

• Provide technical guidance and mentorship to team members, ensuring best practices are followed and issues are addressed promptly.

• Stay up to date with the latest industry trends, technologies, and tools, bringing innovation to the projects and services you oversee.

• Troubleshoot complex technical issues, providing solutions and escalating when necessary.

Support & Service Delivery:

• Oversee the delivery of support services to customers, ensuring high levels of satisfaction and efficient resolution of issues.

• Act as an escalation point for critical customer issues and work with support teams to ensure timely resolution.

• Develop and maintain service-level agreements (SLAs), ensuring that all parties are aligned on expectations and performance metrics.

Documentation & Reporting:

• Ensure that project documentation is comprehensive, including project plans, technical specifications, and progress reports.

• Prepare regular status reports and presentations for both internal teams and customers to keep all stakeholders informed of project progress and outcomes.

• Track and report on key performance indicators (KPIs) for both customer engagement and project success.

Skills

• Strong understanding of cross-functional team dynamics and the ability to manage teams across various disciplines.

• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal teams.

• Strong problem-solving and troubleshooting skills with a customer-first mindset.

• Experience working with service delivery models, including SLAs, and ensuring successful support and resolution of issues.

• Proficiency in project management tools and methodologies (e.g., Agile, Scrum, Waterfall).

• Technical knowledge of relevant platforms, services, and tools used in the project lifecycle (e.g., cloud services, networking, software development, etc.).

• Ability to work under pressure and manage multiple priorities simultaneously.