Service Manager

Do you have what it takes to play a key role in managing the service delivery at a fast growing IT Professional Services firm?

 

Do you have the experience to work with executive management to fine-tune our service delivery tools, engagement methodology, and operational processes pertaining to all aspects of service delivery? 

 

Are you proficient at managing multiple service requests, and monitoring key metrics to ensure delivery on time, on budget, and within scope?

 

Do you enjoying helping clients and have a passion for developing solutions?

 

Are you looking to work for a company that is committed to its people, partners, clients, and the community?

 

Do you want to work in a growing company that offers opportunities for growth, and professional development?

 

If you are an experienced service manager with 5 or more years of experience, and a proven track record of managing resources, scheduling, and helping manage service delivery with a high-level of customer satisfaction, then we are interested in exploring having you join our team.  You will report to and work directly with the COO of RelianceNet IT Experts, a Microsoft Gold Certified, HP and Cisco partner serving clients in the Maryland, DC, and Northern Virginia area.

 

Position Summary:

The Service Manager will own the overall client service experience and all aspects of delivering Quality of Service and building referring client relationships at RelianceNet. The Service Manager will be accountable for overseeing the operational aspects of service delivery, including developing and maintaining a skills knowledgebase, understanding client service needs, identifying appropriate resources to assign, scheduling and allocating resources, following up with clients, as well as the resolution of all problems that may arise during the process of delivering any service.

 

Essential Job Functions:Ownership of the overall client service experience and all aspects of delivering QOS and building referring client relationships. Responsible for putting clear processes and systems in place to create predictable and repeatable service delivery as measured by QOS, and Profitability. Lead delivery team and create/maintain a culture of respect, responsiveness and result ("A Team"). Insure we have a clear scoreboard that helps to align team around priorities and provide clear metrics on goals, status and expected outcomes. Achievement of revenue targets across service offerings Lead the development of our Managed Platform Services (MPS) product offering, delivery of MPS services. Lead efforts of our technical, marketing and sales resources to create delivery and evolve MPS offering.  Measured by MPS effectiveness in marketplace, innovated value proposition, QOS and profitability.



 

Education:

?  Bachelor?s degree preferred


Professional Experience: 4-7 years experience in technology service delivery Goal oriented and action-focused, exceptional at planning, organizing, delegating, and team motivation Experience tracking project progress against established work plan Recognize problems, determine root causes, provide recommendations and implement solutions Establish, measure and monitor adherence to quality standards and plans that focus on continuous improvements

 

Licenses, Certifications, Credentials, and Other Requirements: Technical Certifications a plus (MCSE, CCNA, etc.) PMP a plus Sales experience a plus

 

If you meet these qualifications, please send your resume, including a cover letter that describes your experience and ability to fulfill the requirements of this position to SM200608M@RelianceNet.com

 

Please also indicate why this is a great position for you, what you bring to our organization, your availability and salary requirements. Resumes submitted without the above requested information will not be considered.

 

RelianceNet offers a professional, challenging, rewarding and fun work environment and a great location in Annapolis, MD.  We also offer outstanding benefits including paid vacation, medical/dental, 401(k) and a great team committed to our people, partners, clients and the community.Visit us online at http://www.RelianceNet.com to learn more. 

 

 

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