Job Title: Service Manager

Reports to: Service Management Manager

Location: Remote

Days/Hours of Work: Monday – Friday 8am – 5pm PST and as assigned

JOB SUMMARY:

Reporting to the Manager of Service Management Operations, the Service Manager is responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of service delivery.

Essential Functions:

• Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
• Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
• Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
• Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
• Perform project management duties for assigned Client base; Create and distribute project status reports to customer and management
• Provide Pre-Sales support for new services and/or engagements.
• Create, and manage detailed project plans for implementations / migrations.
• Ownership and accountability for the successful delivery of assigned client engagements
• Hold ongoing client meetings to maintain working relationship with customer’s Account team to develop new opportunities and services
• Schedule resources for client activities with input from engineering managers
• Identify, diagnose and communicate chronic issues with services and service delivery
• Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
• Special Projects as assigned
• Anticipates potential problems associated with client activity or service level trends.
• Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
• The incumbent may be asked to perform other duties as apparent or assigned.

JOB SPECIFICATIONS – Knowledge, Skills, and Qualifications:

• 2+ years of project management experience or equivalent
• College Degree or equivalent experience
• 4+ years of customer service experience
• Strong customer management, written and verbal communication skills.
• Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
• Must be able to organize and schedule work effectively and work well under time constraints.
• Ability to manage multiple, complex accounts
• Must be able to work flexible hours, including hours beyond the normal schedule when necessary
• Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
• Ability to work effectively and closely with all levels of management within and across the organization.
• Must be able to maintain confidentiality
• Must be able to work independently in the delivery and maintaining of services.
• Minimum travel requirement 20%
• Enjoys a challenging yet rewarding environment.

Preferred Qualifications

• N/A

Working Conditions / Environment & Physical Demands:

• Required to work in an office environment with moderate noise and moderate temperatures.
• Incumbent may be asked to perform other duties as required.
• Sit for long periods of time.
• May be required to work off-hours, weekend & holidays as needed.
• Ability to handle multiple concurrent issues and remain calm under high pressure situations.
• High Pace; High Impact, and Highly Demanding
• Punctuality is critical; must make meetings and deliverables on-time

The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.

Wages and Benefits:

• This is a FT, Non-Exempt position. Pay is DOE, $25-35/Hour.

DISCLAIMER:

Applicant must successfully complete company background check including DMV as well as pre-employment screening. Incumbent may be asked to perform other duties as required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Equal Opportunity Employer – Minorities, Women, Disabled and Veterans are encouraged to apply.

About Quest:

Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services. Either on-site or from one of over two dozen secure global service delivery centers, Quest offers Cloud, Disaster Recovery, Security, Network, Server Management and IT Staffing Solutions. QuestFlex®, a unique and flexible service level agreement, provides Quest's customizable services and solutions based on clients' requirements. For more information, please visit our website at: http://www.questsys.com/.