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AGILE, CAPABLE, AND COMMITTED
Service Manager
Location
United States
Posted
73 days ago
Salary
0
Seniority
Senior
Job Description
Service Manager
sa.global
• 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.
Job 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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