Service Level Manager Motricity
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Motricity seeks a Service Level Manager in Bellevue, WA to be responsible for managing the full life cycle of online service delivery of a mobile software application product to one or more client accounts and promoting the continuous improvement of productivity, service level quality and customer satisfaction. The duties include:
Service delivery of the online mobile software application for one or more client accounts, from the coordination of the implementation of services through the life cycle of the services;
Maintaining and developing positive business relationships with a client?s key personnel involved in or directly relevant to the online service delivery of the product;
Developing an understanding of client?s needs and taking action to ensure that such needs are met in the expected timeframe;
Reviewing online mobile software application service delivery performance with clients against targets, benchmarks and service level agreements (SLA);
Continuous and demonstrable improvement of productivity, resulting in increased cost effectiveness and value;
Ensuring and monitoring that processes are in place to pro-actively protect service quality through rigorous management of change control and acceptance procedures in line with Motricity?s governance guidance;
Requisitioning resources, capabilities and capacity to meet both existing and new business demands; develop and implement technical project management tools such as plans, schedules and responsibility and compliance matrices;
Support difficult, high profile customer issues and ensure a root-cause analysis is conducted and a corrective action plan is followed through;
Overseeing the integration of all online service delivery units and improving the quality and inter-working of the whole ?virtual? service team, including other Motricity service partners and suppliers to maintain a logical and seamless end-to-end delivery of services for clients; and
Supporting the compilation and analysis of technical source data necessary for product development and delivery process improvements.
Bachelor?s Degree, or equivalent, in Computer Science, Engineering or related field plus five (5) years of progressive experience in Job Offered or as a Technical Project Manager, Software Logisticians or similar position.
Experience which may be gained concurrently, to include two years of experience of each of the following: 1) experience within a customer focused technology environment; 2) managing multiple services with multiple business streams; 3) Project and planning management; 4) writing and negotiating contracts with clients, including proven experience of contract negotiation and supplier management; and 5) managing clients and interfacing with executive levels. Must have excellent written and oral communication skills.
||Bellevue, WA |
THIS JOB HAS EXPIRED