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.