21 Service Manager, ES Network Manager - Remote | WFH Jobs in Houston, TX
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Service Manager, ES Network Manager - Remote | WFH
$89k-115k (estimate)
Full Time
6 Days Ago
Get It Recruit - Hospitality is Hiring a Remote Service Manager, ES Network Manager - Remote | WFH
Job DescriptionWe are seeking a dedicated Service Manager to oversee the operational service delivery and manage day-to-day relationships with assigned customer accounts. As the Service Manager, you will play a crucial role in ensuring exceptional service quality and customer satisfaction.
Key Responsibilities
Employment Type: Full-Time
Key Responsibilities
- Serve as the primary point of contact for assigned customer accounts, ensuring seamless operational support through a well-defined service framework.
- Develop strategic plans, implement service level agreements (SLAs), conduct customer meetings, manage projects, handle requests for service (RFS), and prepare statements of work (SOWs) and standard quotes.
- Effectively plan, assign, and direct work, taking full accountability for overall service delivery within contractual boundaries.
- Ensure compliance with established policies, procedures, SLAs, and best practices defined by the organization while managing the infrastructure of assigned projects.
- Conduct weekly and monthly service review meetings, analyze performance reports, and collaborate with customer account teams to address any concerns or opportunities for improvement.
- Facilitate monthly governance meetings with internal operations teams, fostering cross-functional collaboration and alignment.
- Assume the role of situation manager during critical incidents for assigned accounts, ensuring timely escalation and effective resolution in accordance with established protocols.
- Coordinate the problem management process, review root cause analysis reports for critical incidents, and provide comprehensive reports to customers.
- Analyze and report on actual versus contracted SLA performance levels, track SLA breaches, service credits, and service improvement plans.
- Embrace a service-oriented mindset, advocating for customers' success while protecting the business's interests.
- Champion the Continual Service Improvement framework, evaluating KPIs and metrics to identify opportunities for enhancing customer experience, service quality, efficiency, and cost optimization.
- Implement continual service improvement programs aligned with business goals and objectives, refining service strategy, delivery, transition, and operations.
- Demonstrate resourcefulness, collaborating with highly distributed resources to meet deadlines and ensure customer success.
- Comfortable with the concept of upselling and planning to deliver value through customer interactions.
- Leverage shared tools and automation to streamline routine tasks and processes, aligning with the organization's mission.
- Minimum of 5 years of experience in a customer-facing role (Customer Advocate or Customer Success Manager) within the IT industry, with a strong background in managing enterprise-level customer service and continuous service improvement.
- Hands-on proficiency with hardware, software, and operating systems found in enterprise environments.
- Customer-centric mindset, actively seeking feedback and continuously striving to improve the customer experience with products and services.
- Strategic thinking coupled with strong analytical, problem-solving, and anticipatory skills to address customer needs proactively.
- Comprehensive understanding of Project SLAs and frameworks.
- Proven expertise in leading, motivating, and coordinating service teams.
- Adaptability and flexibility to navigate complex business environments.
- Excellent prioritization, communication, and organizational skills.
- Bachelor's Degree or equivalent in IT Management or a related technology field of study.
Employment Type: Full-Time
Job Summary
JOB TYPE
Full Time
SALARY
$89k-115k (estimate)
POST DATE
06/21/2024
EXPIRATION DATE
07/19/2024
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