4-MONTH CONTRACT-TO-HIRE OPPORTUNITY MSP/IOP Experience is a required
Large Enterprise Experience and Outsource
IT Automotive/Manufacturing Experience
Strong Leadership of Large Teams
ITIL and Industry Best Practices
Job Description: The position of Client Services Manager oversees all aspects of service engagements, operational performance, service level attainment, resource management (hiring, termination, disciplinary/corrective action, and positive recognition) 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 and tools for engagement execution and management based on engagement scope and deliverables
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
Minimum Education and Qualification Requirements: Minimum Work Experience Requirements # of months or years: 7 Years + Bachelor’s Degree of Equivalent Minimum Certifications: ITIL-F, PMP Other Qualifications and Skills: Experience in a complex service delivery environment supporting end-users’ IT infrastructure needs, along with project management and/or coordination responsibilities. Customer focused with the ability to develop and grow strong client relationships to build high levels of client satisfaction and loyalty. Collaborative team player to establish effective working relationships both internally and externally working cross-functionally with Engineering, Operations, Sales and Product teams. Exceptional verbal and written English communication skills. The ability to present and articulate product features and product value proposition to clients to achieve retention goals. Demonstrated skill in managing multiple projects to meet client goals. Has a strong sense of pace and urgency; ensures work is completed in the expected timelines.
