Job Description
Expand Your Career in a Constantly Evolving Environment.
As a Local Support Service Delivery Manager, you will have full ownership of a designated account and be responsible for account performance and business growth management.
This is an opportunity to join a company at the forefront of its industry and play a key role in ensuring the successful delivery of premium IT services.
Core Responsibilities:
* Monitor and manage desktop support to ensure service performance meets customer expectations.
* Act as Single Point of Contact (SPOC) for clients.
* Provide leadership, direction, and coach/mentor team members.
* Manage on-site services according to scope work and changes of scope.
* Ensure systems, procedures, and methodologies are in place to support agreed services.
* Implement best business practices and identify service improvements opportunities.
* Track assets in scope for on-site teams and maintain accurate inventory records.
* Manage local stocks under the responsibility of on-site teams and maintain optimal stock levels.
* Ensure PC lifecycle management aligns with client expectations.
* Take ownership of customer complaints related to local support and implement corrections actions.
* Assist with new launches or services for clients.
* Responsible for invoicing services and meeting financial performance targets.
* Evaluate, classify, and determine impact of change requests.
* Develop service dashboards, weekly and monthly reports, and analyze data for actionable outcomes.
* Facilitate and lead service reviews with your team and clients.
Job Requirements:
* Owning and growing your designated account and leading by example.
* Innovating and proposing new improvement ideas.
* Developing weekly status reports that roll up into a monthly report.
* Participating in client meetings, including Quarterly Business Reviews.
* Representing your region in Quarterly Business Reviews.
* Owning the local onboarding of the local workforce.
* Excellent organization and communication skills, flexibility, good time management, and ability to follow processes and procedures.
We value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being yourself.