Service Manager - Houston RigNet
THIS JOB HAS EXPIRED Department: Global Operations
Reports To: Director of Global Operations
Independently performs advanced customer service management responsibilities for managed services and information systems development and support efforts. Focus is on superior customer service, uniform application of business procedures across the enterprise and the oversight of customer facing projects especially those with high risk, complexity and visibility.
Monitors resource activity during sales, service delivery and service management phases. Monitors customer facing activities. Assists with gathering and validation of customer requirements. Performs analysis, design, testing, and implementation planning oversight.
Manages relations with all levels of customer management. Frequent contact with all levels of customer management is expected. Ensures system quality and conformance to standards.
Coordinates and monitors the activities of all levels of operations and engineering personnel performing the traditional functions of systems analysis and fault finding, network utilization and planning of business-information systems. Exchanges ideas, information and opinions with the Technical Analyst to arrive at decisions, conclusions, solutions, or solve disputes. Is a company-wide recognized expert and leader.
Essential Duties and Responsibilities
Is the customer liaison within RigNet
Customer advocate within Operations and Engineering
Ensures proper application of people, systems and processes to deliver high quality and high availability services to the customer
Other duties as assigned
Evaluates RigNet' service management response as it pertains to delivery of managed services to the customer
Interfaces with operations to identify and to solve operations problems
Monitor RigNet's responsiveness to customer service management needs, including communications, notifications, escalations and follow up items
Establish customer review schedules for intercompany meetings
Maintains agenda and reports progress against action items and objectives identified by the customer and RigNet
This job has no direct supervisory responsibilities
However, the individual is expected to provide oversight and guidance effectiveness of RigNet operations, energy and other departments on the adherence and execution of work practices as necessary to deliver goods and services to customers
The requirements listed below are representative of the knowledge, skill, and/or ability required
Education and/or Experience
College degree or equivalent technical skills and 5 years related experience as a business analyst, project management, or information technology role in a complex business and systems environment in telecommunications, networking or Information Technology service delivery or management
Basic knowledge of emerging technologies
Ability to read, analyze, and interpret technical journals, financial reports, and legal documents
Respond to inquiries or complaints from customers.
Effectively present information to top management
Work with mathematical concepts such as probability and statistical inference
Ability to apply concepts such as percentages, ratios, and proportions to practical situations
Define problems, collect data, establish facts and draw valid conclusions
Able to interpret a variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
||1880 South Dairy Ashford |
Houston, TX 77077
THIS JOB HAS EXPIRED