Service Management Manager

Access One is a privately held, state-of-the-art provider of high quality, economical, voice, data and Internet services. We are aggressively growing every aspect of our business and are seeking top talent to help us continue in our successful track record. We currently have an immediate opening in our downtown Chicago office for a Service Delivery Manager. This position is responsible for overseeing all aspects of Service Managment and insuring the quality of telephony and supporting services.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.



Develop a strategic vision for the department to ensure that organizational processes and systems are efficient and scalable for future business needs. Establish objectives for ongoing advancement through innovation and service improvement which will ensure Access One is the first choice of providers to do business with.


Participate in the analysis, design, development and implementation of computer systems and applications necessary to meet the evolving needs of the organization. Establish project plans as applicable, pertaining to the deployment of any subsequent new processes.


Ensure customer satisfaction by driving internal departments to deliver service as defined within the Service Level Agreement. Work collectively with various internal and external customers to create more effective communication channels and minimize installation time frames.


Coordinate with other internal departments to conduct presentations or trainings on paperwork and policies to the organization and relevant external groups.


Clearly define departmental and individual goals and expectations, as well as facilitate and implement changes in the Service Managment area. Develop recordkeeping procedures to manage departmental documents and files in accordance with applicable regulations, policies and standards.

 

Managerial Responsibilties


This position will manage and lead a high performance team of approximately 10-15 individuals, who provide around the clock customer service. Responsibilities include the development of overall goals and objectives for the team, as well as for each individual. This entails assigning and directing work; providing continuous feedback; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Communicate all internal policies, procedures and organizational goals, and ensure that morale and motivation is maintained at an optimal level.Additional responsibilities may include interviewing and hiring employees; planning, assigning and directing work; rewarding and disciplining employees; addressing complaints and resolving problems. 

The ideal candidate will possess the following competencies.

Must be driven and dedicated to personal excellence with the capability to motivate others to perform well. Demonstrated ability to balance team and individual responsibilities. Build morale and group commitments to goals and objectives.

Excellent communication skills are essential. Must interact effectively within all levels of the organization, as well as with customers, business partners and vendors.

Develop strategies in order to help achieve organizational goals. Ability to develop workable implementation plans and communicate subsequent changes effectively. Strong problem solving and decision making skills.

Superior time management skills. Must know how to prioritize, use time efficiently and manage competing demand while still meeting deadlines.

Must take responsibility for own actions and work quality, look for ways to continually improve performance, promote quality and display a strong sense of ownership. 

Education and/or Experience Required

Bachelors Degree strongly preferred. Must have good understanding of voice telecom operations including experience with provisioning, billing and network management systems. A minimum of five years Telecom experience is required, along with two years in a direct management position. Must have strong Microsoft Office skills (Word, Excel, Outlook).