Client Services Manager

Allied Digital Services

*Position Title:

Client Services Manager

JOB DESCRIPTION

The position of Client Services Manager oversees all aspects of service engagements, operational performance, service level attainment, resource management and aids in the preparation of financial and contractual aspects of agreements. The position manages deadlines, assigns responsibilities, tracks and corrects progress of deliverables, and prepares reports for internal and external stakeholders regarding status of engagements.

The candidate works on assignments of a diverse scope where analysis and decision of inputs and outputs requires critical evaluation of identifiable factors. The candidate exercises judgment with only general direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a SPOC between executives, customers, departments, and support teams to manage problem resolution.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfactory as determined by this position’s ADSL manager(s) and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible. The incumbent in this position understands that the "at will" employment relationship which ADSL has with all its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all its employees.

ESSENTIAL DUTIES

• Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements
• Define and implement best practices according to ITSM and tools for engagement execution and management based on engagement scope and deliverables
• Adhering team(s) according to agreed contractual KPI’s and SLA’s
• Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements
• Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity
• Manage interface and customer experience between stakeholders, engineers, local and remote support teams
• Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements
• Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders
• Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment
• Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks
• Service Delivery duties per customer requirement as assigned

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

· 2 years of experience with a Managed Service Provider

· 7 years Bachelor’s Degree of Equivalent

· End User Services Support Management

Certifications/Trainings:

· ITIL-Foundations V3, V4 [preferred]

Other Requirements

· Dependent on the customer, the position may require some travel.

· Dependent on the customer, the position may require traveling from one location to another location with a personal vehicle

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Indianapolis, IN 46256 (Preferred)

Ability to Relocate:

• Indianapolis, IN 46256: Relocate before starting work (Preferred)

Work Location: In person

Salary : $80,000 - $90,000