The Service Manager is responsible for the managing and servicing of medium scale projects with quality, within scope and to ensure deliverables are on time and conform to processes and standards meeting customer’s requirements.
He/She will also oversee and optimize the service operations for the clients.
Responsibilities:
- Reporting to Project Manager for government projects
- Competent in Video Conferencing System i.e. Cisco unified communication
- Competent in IT Security Management and IT security compliance and QA management
- Competent in service management, configuration management, incident management stakeholder management and vendor management.
- Presentation to key project stakeholders
- Strong communication to the various stakeholders ensuring tasks is carried out efficiently.
- Proper service documentation creation and archival.
- Present service performance to stakeholders
Service Management
- Manage and prioritize service requests, dispatching technicians appropriately and monitoring progress to meet service level agreements
- Develop and maintain key performance indicators (KPIs) to assess service department performance, and continuously work to improve and exceed targets
Customer/ Vendor Management
- Negotiate with vendors and across teams to ensure adequate resources are available during various phases of the project
- Build relationships with users, technical staff and management to determine and resolve issues associated with systems implementation
- Manage contracts and subcontractors
- Negotiate with customers on change request effort, schedules and prioritize changes based on business needs
- Clear and open communication with customers on project issues or clarifications
Requirements:
- Bachelor’s degree in IT/Engineering or equivalent
- Minimum 5 years as a Service Delivery/Project Manager
- Strong experiences managing Infrastructure, Engineering and/or Security projects
- Familiar with government environment and processes is a plus.
- Able to work on multiple projects within the company’s project portfolio simultaneously
- Strong knowledge in process improvement methodologies and tools
- ITIL and / or PMP certification is a plus
- Has a Customer-focused mindset
- Able to lead, develop and maintain respectful and trusting relationship
- Excellent interpersonal, presentation, writing and communication skill
