Job Description:
This role supports the organization in delivering its Service Strategy and vision, ensuring the effectiveness and efficiency of the Managed Services Support team. The position involves aligning daily operations with strategic goals, maintaining service quality, and overseeing adherence to Service Management Processes.
Key Responsibilities:
- Support the organization in delivering the Service Strategy and vision.
- Maintain a sound knowledge and understanding of current methodologies, technologies, services, and tools.
- Ensure adherence to Service Management Processes by the Managed Service Support team.
- Work directly with the operations team to integrate Managed Services into day-to-day Standard Operating Procedures (SOPs).
- Oversee the Service Level Agreements (SLAs) within the delivery units where specifically needed (i.e., where client requirements differ from the service level in standard service descriptions).
- Work to achieve and maintain profitability in Managed Service accounts by closely tracking labor and overhead expenses that impact support.
- Responsible for overseeing the continued provision and delivery of services by the Managed Services team to agreed-upon quality standards.
- Work to mitigate the impact of service failures and improve quality through enhanced Standard Operating Procedures.
- Provide leadership and mentorship to technicians on the Managed Services Support team.
