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Service Manager

Diverse Lynx India Pvt. Ltd. IND (Onsite) Full-Time
 The Client Services-Service Management organization is focused on ensuring the satisfaction of the customer base through proactive management and coordination of services that are intended to meet and exceed expectations. The Service Manager II works with all service delivery to ensure that we effectively meet customer requirements while balancing the business Objectives. The Service Manger will also drive development and overall improvements to the customers' IT management strategy by effectively managing and mentoring Service Manager The Service Manager II will receive after-hours calls and is expected to attend to customer, and team needs.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
 
Successful job performance will be accomplished through the following job responsibilities: Service Manager shall be responsible for the care and ownership of direct reports an all assigned customer accounts from signature through contract termination. Taking ownership of all customer issues within existing services scope, and work with internal business owners to ensure internal policies and procedures are being followed
through resolution.
 
1- Lead Service Manager (SM II)
a. The Lead Service Manager shall be responsible for all duties outlined within the SM I role listed below.
b. The Lead Service Manager shall be responsible for the supervision of directly reporting Service Manager I personnel. Including the tracking of team objectives, account base health, Metrics/KPI's, escalations, Incident Management, and personnel related activities.
c. The Lead Service Manager shall also be responsible for additional duties as assigned by the Director of Client Services.
 
2- Incident Communication (SM I)
a. Service Managers shall act upon received customer and internal incident communication. Service Managers shall maintain on-going incident communication with customers through the incident lifecycle providing regular status updates as well as escalating service impacting issues. This communication will include post mortem and any SLA evaluation if needed.
 
Note: Each Service Managers is expected to contact their assigned customers in the event of a customer impacting event. Should there be an event that where multiple customers are impacted the Director, Service Management may contact additional resources to assist with customer communication.
b. Escalate any service impacting event lasting longer than 1 Hour to the Director of Client Services.
 
3- Billing / Credit Research (SM I)
a. Service Managers shall provide research and support to CRM/CX team for customer related billing issues and credit requests.
 
4- IT Operations Manager
a. Capacity Management (SM I)
1. Service Managers shall own the responsibility of actively reviewing the customer's environment on a periodic basis. This includes any operational reporting and potential product enhancements. Maintain database integrity of all customer contracted services and/or locations.
b. Change Management (SM I)
1. Service Managers shall work with the customer to ensure that appropriate change management activity is being conducted as well as provide added detail of change activity if needed. NOTE: This act of initiating a Change Request, or Emergency change Request (ECR) is performed for Hosting environments only.
c. Metrics/Reporting (SM I)
1. The Service Manager shall be responsible for producing and providing operational reports that are customer facing. Additional internal facing reports are required to properly measure items such as customer health.
d. Project Management (SM I)
1. The Service Manager shall be responsible for the management of customer projects ensuring that all operational groups deliver the proper support and service to the customer base.
e. Tool Updates (SM I)
1. The Service Manager shall be responsible for the updating of Terremark's operational tools directly related to the support of the SM role.
CS/ JOB DESCRIPTION– Service Manager II
f. Documentation (SM I)
1. The Service manager shall be responsible for the proper and accurate documentation of customer information, reports, Change Requests, and/or support of contractual documents and their execution.
5- Coordinate Transfer to Support (SM I)
a. The Service Manager shall be responsible for transitioning customers from Implementation phase to support.
6- Contracted Services Support (SM I)
a. The Service Manager is responsible for the proper operation of the customers contracted services. The Service Manage is responsible for issue resolution from start to end. Customer communication is critical and shall be provided throughout the customers' event lifecycle.
 
SERVICE MANAGER II QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • • 4 - 7 years applying technical background in customer facing role
  • • ITIL Foundation Certificate (preferred but not required)
  • • Strong Conceptual-level understanding of all three (3) of the Core Telecommunication TMRK product sets and poses a technical understanding of at least two (2) of the product sets.
  • Core Products
  • Colocation
  • Managed Hosting
  • Cloud
  • • Experience in managing multiple ongoing projects
  • • Experience in a supervisory role
  • • Strong Relationship skills and issue resolution capabilities
  • • Excellent documentation, organizational and interpersonal skills
 
EDUCATION and/or EXPERIENCE
• Bachelor's Degree or 4 years college, or equivalent combination of experience/training
 
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or corporate and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers.
 
REASONING ABILITY
Ability to solve practical problems. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
 
OTHER SKILLS
Must be proficient with MS Office Suite

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