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