Senior Service Manager

As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project’s financial health and leading the project from commencement to completion.
What will you do?
Provide leadership and management of the Service Support Office and Project Administration in supporting clients
Act as the single point of contact in client engagement
Represent OneCare when engaging clients, third-party vendors, principals, NCS CSU, and Sales Specialists
Own the scope, SLA, and cost plan of maintenance contracts managed
Manage and monitor service activities to ensure all aspects of scope and SLA are met
Execute decisions related to support activities and service requests where scope of work is not clearly defined contractually
Forecast revenue and costs of ongoing projects and contracts with minimal deviation
Monitor and track P&L of ongoing projects and contracts
Manage costs of ongoing contracts to ensure project margin targets are achieved
Support Sales during negotiations of scope, SLA, and cost plans
Liaise with PMA and CSU Finance on revenue forecast, accrual, cost forecast, and posting
Evaluate needs and deliver continuous process and service improvements
Manage and prioritize service requests, dispatch technicians, and monitor progress to meet SLAs
Develop and maintain KPIs to assess service performance and drive improvement
Negotiate with vendors and internal teams to ensure adequate resource availability
Build relationships with users, technical staff, and management to resolve implementation issues
Manage contracts and subcontractors effectively
Negotiate with customers on change requests, schedules, and prioritization based on business needs
Maintain clear and open communication with customers on project issues or clarifications
Identify opportunities for service expansion or improvement and liaise with Account Managers for development
Participate in presales activities as required
Liaise with team members to ensure all tasks and deliverables are on schedule
Plan, track, and monitor team assignments and progress
Delegate tasks effectively with clear and specific instructions and goals
Provide leadership to ensure proposals and enhancements are fully analyzed and evaluated for benefits and costs
Communicate business needs, priorities, and system details accurately to project teams
Participate in leadership activities, performance feedback, and developmental coaching
Monitor and improve team performance through leadership, coaching, and performance management
Minimum 5 years of IT project management experience
Strong knowledge in process improvement methodologies and tools
Good customer management experience
Proficient in written and spoken English
Able to travel as required
Self-motivated with a positive “can-do” attitude
Creative with excellent presentation, communication, negotiation, and interpersonal skills
Strong persuasive techniques
Ability to lead, develop, and maintain respectful and trusting relationships
IT Service Management and/or ITIL (v3 or above) certifications

Employment type
Full-time

Work arrangement
No