Service Manager
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Job Description
Service Manager ensuring exceptional service delivery and client satisfaction for managed services. Leading a globally positioned technical team and driving continuous service improvement initiatives.
Responsibilities:
- Oversee and manage IT service delivery for Microsoft Business Applications, ensuring alignment with client needs and industry best practices.
- Maintain high-performing service delivery as defined in the client contract.
- Coordinate with internal teams (application support, development, infrastructure) and clients for seamless service execution.
- Uphold and manage service level agreements (SLAs) and key performance indicators (KPIs) to drive efficiency and effectiveness.
- Manage day-to-day client engagement, ensuring SLA adherence and acting as a point of escalation.
- Be accountable for service quality, performance, and continuous adherence to agreed metrics.
- Act as the primary client liaison, cultivating strong, professional relationships to ensure satisfaction and retention.
- Own client communications and coordinate interactions between various internal and external stakeholders.
- Maintain strong stakeholder engagement through regular, transparent updates and feedback loops.
- Coordinate support resources, manage workloads, and prioritize tasks to ensure timely resolution of service requests and change management.
- Take ownership of major incidents, ensuring effective coordination, communication, and post-incident reviews.
- Drive continuous service improvement initiatives across teams, identifying opportunities for process optimization and enhanced delivery.
- Lead customer and internal service review meetings to evaluate performance, share improvements, and align on future actions.
- Collaborate with clients to understand evolving business requirements.
- Provide strategic guidance and recommendations that enhance service delivery and uncover managed service growth opportunities.
Requirements:
- Proven experience in Service Management or similar role within a Managed Services environment, with a focus on Microsoft Business Applications
- Understanding or experience working with ITIL framework
- Strong organizational skills with the ability to manage multiple priorities and client accounts simultaneously
- A strong dedication to ensuring client satisfaction and delivering value to clients
- A passion for people and creating an environment that delivers exceptional customer experiences
- The ability to engage others through putting the needs of the team first while balancing client priorities
- Self-motivated and able to work autonomously and as a team member
Benefits:
- Flexible work arrangements
- Professional development opportunities
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