Service Manager - Monday � Friday 8am � 5pm PST

Quest Technology Management•Roseville, CA

7d•Remote

About The Position

Reporting to the Service Management Manager, the Service Manager is responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of service delivery. The Service Manager will establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts. They will maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs. The Service Manager acts as the primary liaison between client staff and Operation Center Management and staff, managing escalations from clients. They will perform project management duties for their assigned client base, create and distribute project status reports to customer and management, and provide Pre-Sales support for new services and/or engagements. Additionally, they will create and manage detailed project plans for implementations/migrations, hold ongoing client meetings to maintain working relationships with the customer's Account team to develop new opportunities and services, and schedule resources for client activities with input from engineering managers. The role involves identifying, diagnosing, and communicating chronic issues with services and service delivery, facilitating service delivery meetings, and handling special projects as assigned. The incumbent will anticipate potential problems associated with client activity or service level trends and understand organizational resources, priorities, needs, and policies. Other duties may be assigned.

Requirements

2+ years of project management experience or equivalent
College Degree or equivalent experience
4+ years of customer service experience
Strong customer management, written and verbal communication skills.
Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing.
Must be attentive to detail and understand written and verbal instructions.
Must be able to organize and schedule work effectively and work well under time constraints.
Ability to manage multiple, complex accounts
Must be able to work flexible hours, including hours beyond the normal schedule when necessary
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Ability to work effectively and closely with all levels of management within and across the organization.
Must be able to maintain confidentiality
Must be able to work independently in the delivery and maintaining of services.
Minimum travel requirement 20%
Enjoys a challenging yet rewarding environment.
Required to work in an office environment with moderate noise and moderate temperatures.
Sit for long periods of time.
May be required to work off-hours, weekend & holidays as needed.
Ability to handle multiple concurrent issues and remain calm under high pressure situations.
High Pace; High Impact, and Highly Demanding
Punctuality is critical; must make meetings and deliverables on-time
Applicant must successfully complete company background check including DMV as well as pre-employment screening.

Nice To Haves

familiarity with information technology service management

Responsibilities

Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
Perform project management duties for assigned Client base; Create and distribute project status reports to customer and management
Provide Pre-Sales support for new services and/or engagements.
Create, and manage detailed project plans for implementations / migrations.
Ownership and accountability for the successful delivery of assigned client engagements
Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services
Schedule resources for client activities with input from engineering managers
Identify, diagnose and communicate chronic issues with services and service delivery
Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
Special Projects as assigned
Anticipates potential problems associated with client activity or service level trends.
Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
The incumbent may be asked to perform other duties as apparent or assigned.