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Service Manager

Company: M-Files Corporation
Location: Plano
Posted on: February 22, 2021

Job Description:

The Service Manager is the primary coordination point for an assigned portfolio of clients and is accountable for the overall service delivery and engagements within this portfolio. Job Responsibilities:* Gather and analyze reports on contract performance standards and client measurements, including Service Level Agreements "SLAs" or other performance metrics.* Gain the trust and respect of each client by establishing and maintaining effective relationships.* Provide data and data analysis for Services Leadership to assist with resource staffing level decision making.* Effectively pursue and apply best practices to advance business and company goals.* Collaborate with the Services Leadership and peer teams in order to enhance and establish delivery process for existing and new solutions with the goal of increasing efficiency and scalability.* Ensures that the roles, responsibilities, expectations for each of the stakeholders have been understood and acknowledged.* Aggregate and create reporting for escalations and issues for Client Portfolio engagements.* Responsible for the budget and financial reporting for client Portfolios.* Manage escalations and report on contract performance standards and client measurements, including SLAs other performance metrics.* Manage client change requests.* Serves as the point of escalation (notification) for major incidents.* Partner with Functional Managers and Services Leadership to ensure compliance with, and optimization of Client engagements. This includes the analysis of SLA performance and driving resolution of the remediation plans when SLA's or expectations are not met.* Coordinate all delivery activities and act as the escalation point for issues pertaining to managed service delivery and projects.* Drives third-party service delivery meetings to periodically review vendor and outsourced service performance.* Ensure communication flows properly between technical resources and the customer to ensure the clear understanding of expectations and meeting delivery timelines. * Assist with the development of Statements of Work for Clients within their portfolios. * Identify and eliminate obstacles to delivery. * Partner with Customer Success Management in account planning and strategy.* Act as an aggregation point for client feedback, escalations, and continual improvement opportunity identification - working closely with appropriate M-Files team members as needed for resolution. * Be accountable for the administration of program level servicing - including reporting - for the active engagements in their portfolio.Minimum Qualifications:* Bachelor's degree (BS, BA) preferred. * 5-7 years experience IT infrastructure, outsourcing, managed services OR professional consulting services with enterprise customers while managing complex, enterprise software deployments for global organizations.* Exceptional project management, analytical, organizational, technical and leadership skills to manage client engagements and internal resources in order to provide premier customer service.* Ability to develop business relationships and negotiate with clients and internal resources.* Ability to effectively communicate both orally and in writing to technical and non-technical audiences at all levels in an organization, including developing and conducting effective presentations, developing procedural documentation, demonstrating products & solutions and writing customer proposals.* Experience developing and managing client relationships.* Experience analyzing and querying application performance and trend data.* Consulting experience managing technology implementations.* Project Management Experience and/or Certifications.* Ability to operate and deliver independently without significant oversight.* Strategic capability to identify patterns with problems and propose innovative solutions to resolve.

Keywords: M-Files Corporation, Plano , Service Manager, Executive , Plano, Texas

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