Job Description

Job Title : Client Services Manager / Service Delivery Manager

Location: South San Francisco, CA - Hybrid

Mode of Hire: Full Time

Job Description:

Note: Must have experience running L2 teams, most work from the customer's site, and must have prior MSP experience.

The position of Client Services Manager oversees all aspects of service engagements, operational performance, service level attainment, resource management and aids in the preparation of financial and contractual aspects of agreements. The position manages deadlines, assigns responsibilities, tracks and corrects progress of deliverables, and prepares reports for internal and external stakeholders regarding status of engagements.

The candidate works on assignments of a diverse scope where analysis and decision of inputs and outputs requires critical evaluation of identifiable factors. The candidate exercises judgment with only general direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a SPOC between executives, customers, departments, and support teams to manage problem resolution.

ESSENTIAL DUTIES:

• Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements
• Define and implement best practices according to ITSM and tools for engagement execution and management based on engagement scope and deliverables
• Adhering team(s) according to agreed contractual KPI's and SLA's
• Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements
• Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity
• Manage interface and customer experience between stakeholders, engineers, local and remote support teams
• Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements
• Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders
• Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment
• Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks
• Service Delivery duties per customer requirement as assigned

JOB REQUIREMENTS/QUALIFICATIONS:

Experience:

2+ years of experience with a Managed Service Provider

7+ years + Bachelor's Degree of Equivalent

End User Services Support Management

Certifications/Trainings:

ITIL-Foundations V3, V4 [preferred]

Job Tags

Similar Jobs