Services Manager

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Job Title:                        Services Manager

Department:                 Delivery Operations

Reports To:                    Practice Leader, Director or Managing Director

 

SUMMARY

As the leader of the team fulfilling support services and special projects generated, the Services Manager is the escalation point for the client and Services Lead.  Exemplary leadership, customer service, critical thinking, and problem-solving skills, as well as the ability to prioritize, are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Maintain an enterprise view of service delivery. Monitor, mentor and manage through influence the various teams supporting the work of the service desks
  • Provide direction and make quick judgment calls in accordance with the best interests of the business and in alignment with client expectations
  • Monitor performance and provide leadership to the team processing and managing support requests to maintain a 99% (or higher) Service Level Agreement compliance
  • Ensure standard operating procedures are maintained and communicate any changes to the support desk teams
  • Serve as client facing business representative and point of escalation for business critical or multifaceted issues to ensure they are handled in a consistent, urgent and professional manner
  • Participate in the selection of applicants for open positions within the team as needed (staffing, hiring, talent planning, team training)
  • Identify operational improvements to enhance quality and reduce ongoing support costs and effort
  • Become intimately familiar with Buildingi’s core business and operations
  • Manage requirements gathering for new or out of scope projects, to include determine requirements, define the scope and provide detailed preliminary and final cost estimates and budgets
  • Track project costs and provide detailed status reports on a recurring basis
  • Provide reporting of key business metrics for productivity tracking and client business reviews
  • Other duties and responsibilities as assigned

 

EDUCATION and/or EXPERIENCE

  • Bachelor’s Degree (BA or BS) from an accredited college or university and/or two to five years of experience in related field
  • Customer service and talent leadership experience preferred

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

EDUCATION and/or EXPERIENCE

  • Customer services experience preferred
  • Accounting degree or relevant experience a plus

LANGUAGE SKILLS

  • Oral and written English required
  • Ability to effectively present information and respond to questions both written and orally

MATHEMATICAL SKILLS

  • Ability to work with and apply basic mathematical concepts such as fractions, percentages, and proportions to apply practical solutions

COMPUTER SKILLS

  • Ability to operate a personal computer using e-mail, spreadsheet, word processing, databases and preferably Microsoft Office software including Outlook, Word, Excel, and PowerPoint

 OTHER SKILLS

  • Ability to operate standard office equipment

PHYSICAL DEMANDS

  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and reach with hands and arms.  The employee is frequently required to talk or hear. Substantial time is spent working on a personal computer.  The employee must frequently lift and/or move up to 10 pounds, occasionally lift and /or move up to 25 pounds.

WORK ENVIRONMENT

  • Work is performed in a normal office environment with minimal exposure to health or safety hazards. The noise level is usually moderate.

 

TO APPLY:   Email us your Resume