Service Manager (Professional Services) Identropy, Inc.
The Service Manager is responsible for managing the customer experience, across multiple service lines and will be the lead resource responsible for SLA attainment, customer communication, quality management, and overall program management. The successful candidate will have a background in Service Delivery Management, be able to understand and leverage data, and will have a process and project management background. This resource will be responsible for several consecutive Service Delivery engagements.
Will work with multiple clients to facilitate IAM deployment and improvement projects
Will provide monthly business Quality of Service metrics across the portfolio of active client projects
Work with multiple teams to implement and continually improve service delivery tools and processes.
Responsible for communication and status of assigned projects in motion
Track assigned project service issues and recommend courses of action
Own level of service quality and service delivery performance
Continually identify ways to reduce costs of delivering the services
Monitor and manage service delivery performance of subcontractor/third party
Must get familiar with product capabilities and project objectives, as well as the role and function of each team member, to effectively coordinate the activities of the team.
Manage the execution of project plans, monitor, and report regularly on progress against contracts, including financial performance
Maintain and updates project plans, schedules and other project documentation.
Willingness to learn new ways of managing projects; willingness to read about and apply cutting edge management concepts
Bachelor?s Degree and/?or qualification in an IT related discipline or equivalent technical and business experience
Service Delivery management experience with a strong track record on client satisfaction
Demonstrated experience managing customer relationships and operations
Strong ability to effectively monitor and manage Service Level Agreements including executive level reporting and analysis for monthly and quarterly business reviews.?
Excellent customer service, problem solving and conflict resolution skills.?
Proven team player with outstanding interpersonal and communication (written and oral) skills.?
Exceptional analytical and process development skills.?
Ability to motivate others to perform above normal expectations.?
Ability to manage multiple issues at one time with exceptional follow through.?
Experience working remotely and leading virtual projects
Good Analytical Problem solving skills, strategic thinking and value selling capabilities
Capability to build strong relationships with customer/partners
Ability to manage multiple, simultaneous projects and work streams
Willingness to execute some administrative tasks to get the consultants ready for their engagements (e.g., prepare background checks, request VPN access, etc.)
Previous experience with Identity and Access Management solutions
Comfortable with SaaS project portfolio management tools
Discover and proactively learn what IAM services are currently demanded or will be demanded by clients and communicate to Identropy Professional Services leadership.
Identify training and mentoring opportunities for Service Managers.
Assist Operations Manager in developing internal training materials based on project execution and product experience.
Stay current on Operations and Service delivery methods with drive to become Subject-Matter-Expert (SME) on bleeding edge business methods.
Facilitate knowledge sharing amongst less experienced practice members, including setting precedence as a role model for knowledge sharing (?practice what you preach?).
Assist PS Leadership to ensure less experienced members of the practice are current on training and skillsets.
Training and Mentoring
Productivity & Throughput
Oversees service delivery and operational quality control for projects within the practice.
Assists Engagement Managers in delivering operational reporting for monthly business reviews.
Presents unified reporting view for tracking Practice delivery and quality trending.
Ensures client billable time is logged into time and expense system every other weekday. Expenses should be logged on a weekly basis.
Core Value Responsibilities
Responsible for driving and fostering an environment of client amazement and delivery of excellence.
Responsible for driving a minimum of two client or Identropy based innovation outcomes a year (i.e. service management and project profitability methodologies), which impact service or operational delivery to clients and promotes increases in Quality of Service.
Responsible for constantly driving an environment, which fosters integrity with client and Identropy team members.
Responsible for setting expectations for integrity amongst Identropy team members and clients for driving engagement execution requirements while delivering expected team outcomes.
Responsible for providing quality customer service while improving Throughput and efficiency for client engagements. Quality involves providing world-class service delivery by implementing and tracking key client outcomes based on a well-defined Identropy engagement management methodology, Key Performance Indicators such as overall client portfolio satisfaction, project profitability, and client value tracking is a key responsibility.
Responsible for leading and communicating the Identropy Quality of Service vision to Identropy colleagues and clients for the purpose of aligning tasks to overall customer expectations and client project requirements.
Accountable for setting a positive momentum and drive service delivery and execution for client engagements. Accountable for clearly identifying and communicating client engagement bottlenecks, constraints, quality expectations, and is the voice of the customer with the other members of the project team.
Responsible for driving and ensuring productivity with least amount of supervision.
Responsible for managing work tasks and time and raising concerns regarding level of supervision to functional manager.
Service Managers are responsible for driving an atmosphere of partnership with Identropy team members and client stakeholders.
Service Managers are accountable for leading by example and communicating with other members that errors are ?ok?. Errors happen during project execution. The key here is to help other team members in resolving errors with grace and humility
Responsible for sharing at least 4 areas of knowledge or expertise with members of the practice.
Responsible for taking active coaching or mentoring roles within the organization.
Service Managers will be an example for the Identropy team. It is of critical importance that Service Managers set the attitude and pace for day-to-day execution of the Identropy client engagement. Friendliness and partnership with other team members is a core and key requirement as a senior member of the Identropy team.
Service Managers will be accountable for fostering an environment of transparency when dealing with Identropy and client projects.
Service Managers will be accountable for clearly communicating and articulating an overall service management vision or deficiencies, including critical impact to portfolio execution and profitability based on current client requirements.
Service Managers will be accountable for clearly communicating all client engagement conflicts (i.e. finance and resource management) that will impact project execution and on time delivery of client deliverables.
Candidates meeting some of these criteria, but with a significant interest and aptitude to learn these skills will also be considered.
The compensation and benefits will be both comprehensive and competitive.
||New York, NY |