IT Service Manager

Superior Group
Reston, VA
May 17, 2018
May 21, 2018
IT, Management
Full Time
.Superior Group is looking for a customer focused and process driven Service Manager to strengthen our clients Service Assurance team in Reston, VAYou will be the spokesperson for several of the Expereo International accounts/customers and will work closely with the Service Assurance team members and other regional Service Managers to ensure processes as defined are followed in terms of SLA targets. You will coordinate with the Service Assurance Management team members to reach the goals to ensure customer expectations are met as agreed upon. In this role you will set up, coordinate, lead and report on Service Management Review meetings with the accounts/customers you have been assigned to, including responsibility to deliver monthly reports on Service Assurance incidents created and worked on by the Incident Management teams. You will serve as a link between your accounts/customers and the Expereo teams, including upper management. You will work closely with the Problem Management team to proactively report on services which need to be discussed with the local providers in order to bring stability to the delivered services. The Service Manager will also be a point of contact in the Expereo escalation matrix for ongoing incidents.The ideal candidate will be a competent individual who will be able to act as the Expereo spokesperson in the Service Review meetings. He/She will be well-versed in processes under the role's responsibility and will be results-driven and customer focused. English communication is required to be of business level in word as well as spoken fluently (preference is to have a candidate whose native language is English).The goal is to ensure that operations are carried out productively so as to ensure profitability and sustainable growth. Measure, monitor and maintain customer service and satisfactionWork with the Service Assurance team as one of the team membersOrganize and coordinate workflow and ensure that customers and accounts are well maintained Organize and coordinate the workflow in order to ensure the customer requests are handled and coordinated as requiredReceive complaints and resolve problems from accounts if raised in Service Review meetingsPass on information to Service Operations Management in case of highly escalated issuesAnswer incoming escalation calls in the assigned time window of your regionWork closely with other regional Service Managers (based in Amsterdam, Singapore and Buenos Aires) .Required Skills / Qualifications:At least 3 to 5 years proven experience as Service Manager or relevant roleFamiliarity with company policiesExcellent communication (in English) and interpersonal skillsOrganizational and leadership skillsService Management ITIL- certificationKnowledge of Telecom & Networking solutionsGood knowledge of MS OfficePreferred Skills / Qualifications: Spanish speaker Go Beyond. Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity.

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