Job Title: Technical Operations Manager

Location: Columbia, MD

Job Type: Full Time

Overview:

Headquartered in Maryland, United States, Serigor Inc. is a customer-centric transformational global IT solutions and services partner. We have a proven track record in delivering battle-tested consulting, technology, and outsourcing services to address our clients evolving and complex digital transformation challenges. We harness business-centric, innovative frameworks and solutions to help clients achieve unprecedented performance levels and revenue growth at optimized costs.

We are seeking a highly skilled and motivated Technical Operations Manager to oversee the seamless delivery of our technical services. The ideal candidate will possess a strong technical background coupled with excellent managerial and leadership skills. As a pivotal member of our team, you will be responsible for ensuring efficient operations, managing projects, and driving innovation in areas such as cybersecurity, cloud computing, and artificial intelligence.

Key Responsibilities:

• Service Delivery Management:

• Oversee the delivery of technical services, ensuring adherence to quality standards, timelines, and client requirements.
• Develop and implement service delivery strategies to optimize efficiency and effectiveness.
• Act as a liaison between technical teams and clients to resolve issues and address concerns promptly.
• Project Management:
• Lead and coordinate technical projects from initiation to completion, ensuring all objectives are met within scope, budget, and schedule.
• Define project goals, scope, and deliverables in collaboration with stakeholders.
• Allocate resources, track progress, and mitigate risks to ensure successful project outcomes.

• Understanding Legal Requirements:

The IT Presales Project Manager needs to have a solid understanding of the legal requirements involved in IT projects. This includes knowledge of relevant laws, regulations, and industry standards that may impact the project.

• Statements of Work (SOW):

• Drafting: The IT Presales Project Manager works closely with the sales and technical teams to understand the client's requirements and proposes a detailed SOW outlining project scope, objectives, deliverables, timelines, and resources required.
• Customization: They customize the SOW to address specific client needs, ensuring that all requirements, constraints, and assumptions are clearly stated and agreed upon by both parties.

• Master Service Agreements (MSA):

• Integration: The IT Presales Project Manager ensures that the SOW aligns with the overarching MSA between the company and the client.
• Compliance: They ensure that all SOW terms comply with the MSA and any relevant legal or regulatory requirements.
• Amendments: If necessary, they coordinate amendments to the MSA to accommodate specific project requirements or changes.

• Liaising with Human Resources:

• Resource Allocation: The IT Presales Project Manager collaborates with the HR department to identify and allocate appropriate resources for the project, considering skills, availability, and workload.
• Team Building: They work with HR to assemble project teams with the necessary expertise and experience, ensuring the right mix of skills to deliver on project objectives.
• Performance Management: They may provide input to HR regarding the performance of project team members and participate in performance reviews or feedback sessions as needed.

• Liaising with Accounting:

• Budgeting: The IT Presales Project Manager works with the accounting department to develop project budgets based on the SOW and MSA terms, including resource costs, expenses, and profit margins.
• Invoicing and Payments: They ensure that project invoicing aligns with the agreed-upon payment schedule outlined in the SOW and MSA, and address any billing discrepancies or issues promptly.
• Financial Reporting: They may provide accounting with project progress updates and financial reports to track actual costs against budgeted amounts and support forecasting and financial analysis.

• Risk Assessment: Assessing the legal and financial risks associated with the project is essential. The Project Manager should identify potential risks in the contracts and work with legal counsel and other stakeholders to mitigate them.
• Process Improvement:
• Identify opportunities for process optimization and automation to enhance operational efficiency and productivity.
• Implement and refine operational workflows, procedures, and policies to streamline operations and mitigate risks.
• Monitor key performance indicators (KPIs) and metrics to measure performance and identify areas for improvement.

• Team Leadership:
• Provide strong leadership and direction to technical teams, fostering collaboration, accountability, and a positive work environment.
• Set clear goals and expectations, conduct performance evaluations, and support professional development initiatives.
• Promote a culture of excellence, innovation, and continuous improvement within the organization.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• At least 5 years of experience in the technology field.
• Proven experience in technical operations management, with a focus on service delivery and project management.
• Strong understanding of cybersecurity principles, cloud computing, and artificial intelligence technologies.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage complex projects, allocate resources effectively, and drive results.
• Strategic thinker with a proactive and solution-oriented mindset.
• Certifications such as PMP, ITIL, CISSP, or relevant technical certifications are a plus.