Overview
As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project financial health and lead the project from commencement to completion.
What will you do?
Service Delivery
- Providing leadership and management of the Service Support Office and Project Administration in supporting the Client
- Acting as a Single Point of Contact in Client Engagement
- Representing OneCare when engaging Client
- Representing OneCare when engaging 3rd Party vendors/Principals
- Representing OneCare when engaging NCS CSU and Sales Specialists
- Owning the Scope, SLA, Cost Plan of maintenance contracts managed by him/her
- Managing and monitoring of service activities to ensure that all aspects of the Scope, SLA are met
- Executing decisions pertaining to support activities and/or service requests where scope of work is not clearly defined contractually
- Forecasting revenue and costs of ongoing projects/contracts with minimum deviation
- Monitoring/ Tracking P&L of ongoing projects/contracts
- Managing costs of ongoing contracts to ensure project margins targets are met
- Supporting Sales, as required, during negotiations of the Scope, SLA and Cost Plan
- Liaising with PMA, CSU Finance in matters of :-
- Revenue forecast and accrual
- Cost forecast and posting
- Evaluating needs and delivering continuous process and service improvements
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
Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities
Team Management
- Liaise with team members to ensure that all tasks and deliverables are proceeding according to schedule
- Plan, track and monitor the tasks assigned to the team leader/members
- Delegate tasks effectively by providing clear and specific instructions and goals
- Provide leadership to the project team to ensure that proposals/enhancements are fully analyzed and evaluated for their benefits and costs
- Provide the project team with accurate information about business needs and priorities as well as details about existing business systems
- Participate in leadership activities and providing performance feedback and developmental coaching
- Monitor and improve team performance, providing leadership, coaching, and performance Management
