Workplace Experience Manager

Qualifications/Skills:

• Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 3-5 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.
• Proven track record of successfully managing client relationships and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to lead and motivate teams to achieve goals and objectives.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Solid understanding of service delivery processes, ITIL framework, and industry best practices for service management.
• Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability to identify issues, analyze root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
Commitment to delivering exceptional service quality, driving continuous improvement, and fostering a customer-centric culture within the organization.

"The salary range for this position is $82000/year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”

Manager, Customer Service

About the Role:

As the Manager of Customer Service, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. You will lead and develop a team of customer service representatives, oversee day-to-day operations, and implement strategies to enhance service delivery and support organizational objectives.

Essential Job Responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations.
• Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities.
• Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients.
• Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed.
• Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements.
• Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures.
• Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development.
• Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness.
• Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement.
• Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes.
• Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements.