Service Manager

Role, Purpose, and Scope

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

Major Responsibilities

Functional Performance:

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans

• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Relationship Management

• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.

• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.

Operational / Performance Management

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.

• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.

• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.

• Identify ongoing benefits, opportunities, and innovation for continual service improvement

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

• Participate in business meetings and general inputs in day-to-day improvements.

Education Requirements:

Minimum Bachelor’s or equivalent degree

Min/Preferred Certification Details

Preferred ITIL V3/v4 certification

Preferred CISCO CSM

Minimum 2-3 years of related service management experience

Minimum Strong organizational, presentation, and problem-solving skills

Minimum Business and Financial acumen

Minimum Ability to communicate with multiple levels of leadership

Minimum Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

Minimum Telecommunications knowledge/experience