What are the responsibilities and job description for the Manager, Field Services position at Bell Techlogix, Inc.?
Job Details
Description
Summary: The Service Delivery Manager role is to enhance customer satisfaction by ensuring effective service delivery across the various support towers where we provide service and to act as an advocate for the account(s) assigned. This includes responsibility for ensuring that our services are delivered efficiently, effectively, and in alignment with the client expectations and business objectives, as well as accountability for the Client Relationship, Client Feedback and Satisfaction. The Service Delivery Manager serves as an escalation point for issues related to current services and is accountable for improvement opportunities, cost savings initiatives, and account profitability.
Essential Functions
Description
Summary: The Service Delivery Manager role is to enhance customer satisfaction by ensuring effective service delivery across the various support towers where we provide service and to act as an advocate for the account(s) assigned. This includes responsibility for ensuring that our services are delivered efficiently, effectively, and in alignment with the client expectations and business objectives, as well as accountability for the Client Relationship, Client Feedback and Satisfaction. The Service Delivery Manager serves as an escalation point for issues related to current services and is accountable for improvement opportunities, cost savings initiatives, and account profitability.
Essential Functions
- Supports the leadership team in the management of tower service performance
- Builds and maintain effective partnerships with senior level employees across their clients
- Drives governance process/structure that has been agreed to with clients
- Leads all client weekly, monthly and quarterly review sessions
- Keeps track of commitments and ensures department performance against committed activities
- Ensures continuous process improvements to support improved performance levels
- Supports and engages with leadership to provide account status
- Responsible for account profitability management as related to the department operations
- Serves as the primary account contact for the various department operations & client needs
- Collaborates with account teams to ensure customer satisfaction and service level attainment, while meeting financial goals
- Participates in capacity/demand planning
- Responsible for handling, escalating, and responding to client issues, account problem analysis, and making requested service improvements
- Collaborates with training and quality to trend top issues by client and create knowledge improvement checks to improve service
- Accountable for business continuity of account & account SLA attainment
- Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, average handle time, etc.)
- Responsible for ensuring the achievement of account margin targets across multiple departments.
- Works with leadership to ensure appropriate staffing needs for new work or reduced work on the account as needed
- Partners with Service Delivery organization and delivery teams to develop plans and strategies to ensure continued success of given account(s)
- Responsible for driving productivity and efficiency measures through tower leadership
- Works cross-functionally with the client teams on demand planning
- Responsible for identifying opportunities within the client organization including process improvement and additional service lines
- Bachelor’s Degree in business, computer information systems (CIS), or other related discipline; or some college with 2-3 years of IT infrastructure experience and 3-5 years in an account management role
- 2 years managing the service delivery and financials of mid-size or large complex accounts
- Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, and various internet browsers.
- Previous account management experience while working across a matrixed organization
- Experience working within an ITO service desk.
- Advanced/Expert ITIL certifications achieved
- Experience working with ServiceNow
- Ability to work independently.
- Flexible/adaptable approach to work.
- Strong written and verbal communication skills.
- Excellent customer service, problem solving and conflict resolution skills.
- Proven team player with outstanding interpersonal and communication (written and oral) skills.
- Exceptional analytical and process development skills.
- Ability to motivate others to perform above normal expectations.
- Ability to manage multiple issues at one time with exceptional follow through.
- Must be able to read computer screens and printed documents.
- Must be able to work at a computer for long periods of time.
- Must be able to enter data into a computer efficiently and correctly.
- Good hearing ability to participate in meetings, video calls, and phone calls, often in a team setting.
- Must be able to navigate stairs and carry boxes or equipment up or down as needed.
- Must be able to move between multiple locations, sometimes long distances, frequently throughout the day.
- Must be able to walk long distances.
- Must be on site 5 days a week
- Must pass post-offer, pre-employment background check and pre-employment drug test.
