43 Manager, IT Service Manager Jobs in Memphis, TN
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Rentokil Pest Control North America is Hiring a Manager, IT Service Manager Near Memphis, TN
Job SummaryThis role will focus on developing close service-based relationships
with the business units and enhancing the delivery of the
Rentokil-Terminix IT Service Management process. Acting as a
conduit between the customer and our operational delivery teams
and a steward of IT Service Management processes and principles to
minimize/mitigate adverse business impacts of incidents/problems,
the colleague in this role will endeavor to create and maintain a
healthy service provider/customer relationship and ensure that the
customer sees value in the IT services provided to them.
Key Performance IndicatorsOperating within the Rentokil NA IT Service Management framework
and following ITIL foundational structures in all approaches. Working
closely, collaboratively and cohesively with IT Colleagues and
Business teams alike to ensure support-related services are
delivered in a timely and effective manner.
Principal Duties And Responsibilities
- Facilitate and support identification/proposal of service improvements based on analysis of metrics, discovery & exploration of patterns with IT Service Ownership teams and IT management, and ongoing customer feedback.
- Manages customer expectations and perceptions in order to optimise customer satisfaction.
- Acts as the key escalation point for customers regarding IT issues that have a high operational impact.
- Holds regular service review meetings with internal IT department and customers (by line of business or other sensical grouping) to review service performance and provide updates on service improvement efforts.
- Ensure customer engagement & satisfaction with IT services is at an optimal level as early as possible.
- Guides practitioners of IT Service Management key operating areas to ensure processes are running optimally and exceeding minimal needs or expectations of the business, with the goal of meeting ITIL standards across the organization.
- Monitors levels of service performance, ensures detailed metrics and records are kept and analysed, provides adequate, accurate and timely reports to customers, and initiates appropriate action to resolve issues involving other service management processes as necessary. Monitors the effectiveness of service level management tools and processes in use. Partners with Global Service Delivery reporting team to develop and/or recommend new or improved reporting tools, as appropriate.
- Provide support and guidance to NA IT Service Owners, IT leadership and the ITSM specialist teams on customer-impacting communications (related to Change and Major Incidents).
- Deliver relevant insights and metrics to NA IT Leadership Team related to both department and company goals and initiatives, as applicable
- Quickly recognize solutions to arising issues
- Meet SLA’s and develop metrics that ensure SLAs are met
- Identify and leverage department resources to accomplish goals
- Execute work across multiple initiatives in partnership with other teams
- Guide the teams to impactful results that are align to and progress strategic goals
- Make informed decisions by consulting the right stakeholders and balancing details with the big picture
- Think and articulate strategy over long time horizons. Think cross-functionally about effective
- Ensure team is staffed appropriately and set up for success
- Guide and grow team members
- Set goals and objectives at the right altitude and hold the team accountable to them
- Attract, hire, and retain a diverse and talented team with a broad range of experiences and strengths
- 8-10 years experience required in relevant technology functions
- Two (2) years leadership experience
- 3-4 years of ServiceNow ITSM
- 2-3 years of ITIL experience
- Required Leadership Traits and Characteristics
- Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset, Ability to be thrive in the face of ambiguity and challenge, Drive to do the right thing, leading with respect and humility, Servant Leader, Strong verbal and written communication skills
Why Choose Us?A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
- Multiple avenues to grow your career
- Training and development programs available
- Tuition Reimbursement benefits (for FT Colleagues)
- Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- 401(k) retirement plan with company-matching contributions
- Vacation days & sick days
- Company-paid holidays & floating holidays
- A company mindset that prioritizes health, safety, and flexibility
This company is a Drug Free workplace.
Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities.California residents click here to review your privacy rights.
By applying to this position, you consent to receive an initial text message to collect your communication preferences. Message and data rates may apply. You can opt-out any time.
Job Summary
Full Time
$96k-123k (estimate)
07/10/2024
07/19/2024
The job skills required for Manager, IT Service Manager include Leadership, Initiative, Problem Solving, Customer Relationship, Insight, Written Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Manager, IT Service Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager, IT Service Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Manager, IT Service Manager positions, which can be used as a reference in future career path planning. As a Manager, IT Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Manager, IT Service Manager. You can explore the career advancement for a Manager, IT Service Manager below and select your interested title to get hiring information.
If you are interested in becoming a Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Manager job description and responsibilities
A service manager needs to be able to manage their time to ensure they can attend to both employee and customer requests.
02/28/2022: Frankfort, KY
The Guest Service Manager oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
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The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.
01/17/2022: Lansing, MI
Maximized sales by providing excellent customer service and minimize loss through proper utilization of standard operating procedures.
12/13/2021: Frankfort, KY
Responsible for understanding each customer's expectations and delivering services as needed.
02/15/2022: Abilene, TX
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Manager jobs
Employers require that a viable candidate for a service manager position possess excellent computer skills.
01/13/2022: Middlesex, NJ
A few years of experience from a service oriented role, preferably with focus on customer experience and account management.
01/25/2022: Atlanta, GA
Experienced leader with proven record providing exceptional customer service operations.
01/21/2022: Grand Rapids, MI
Excellent Communication skills and the ability to solve problem are just a few qualities a service manager should have.
01/27/2022: Pittsburgh, PA
The service manager must also be able to work under stress besides handle stress.
12/20/2021: Pittsburgh, PA
Step 3: View the best colleges and universities for Service Manager.
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