<狼鹰信>代招Service Manager（北京）

陈桃芳

如果意向请发简历到:john1418@126.com or
henry.chen@weastpower.com
应聘标题:姓名+应聘职位+学历+毕业院校+毕业时间
详细情况请加我MSN:john1418@126.com 注明应聘以及职位

The Service Manager will take ownership for accounts to deliver a devoted customer interface in order to ensure service continuity. The position will create a strong customer presence to develop the relationships in order to maintain, drive & improve revenues, customer satisfaction & retention.

As Service Manager, your experience will ideally include:
• Proven people management/development with experience of managing a team of 6+ within a service environment.
• Strong stakeholder management skills with the ability and experience to challenge senior stakeholders.
• Experience of contributing to the management of change – organizational, business, technical.
• Experience of defining and managing service processes and procedures.
• Experience of managing external and internal suppliers and monitoring their performance to meet service delivery requirements.

As Service Manager, your activities will include:
• Contribute to the definition of service models and services to meet customers’ agreed service requirements, optimizing service availability and quality, encompassing managing changes, providing incident/problem analysis, and performance management.
• Service problem resolution.
• Root cause analysis to reduce the level of incidents that arise.
• Process mapping and implementation of client procedure requests.
• Providing a point of escalation for any issues.
• Attending meetings at customer sites.
• Researching / developing & cultivating understanding of accounts, their needs, and expectations.
• Reporting on customer feedback.
• Resolution of unresolved faults.
• Incident management.
• Financial management, including continuous Improvement of mobilization/transition costs in conjunction with the delivery service providers
• Guarding and maintaining SLA’s & KPI’s.
• Partnering sales teams for business case development, new proposals and bids.
• Develop and drive excellence in service standards, introducing processes and standards across the full range of services, whether provided in house or by external suppliers.
• Ongoing service management and improvement including contributing to the strategic direction and taking responsibility for a range of service delivery and service support functions, including frameworks for complaints, customer communications service standards and quality, and service and operational level agreements.

Furthermore you will interface with Technical, Delivery, Business Development & other parts of the business in order to deliver a “total end to end” seamless quality service. The Service Manager will also produce accurate MI & reporting to measure delivery performance & to ensure effective management of performance levels.

A knowledge and understanding of Microsoft technologies, networking, infrastructure and security is ideal, as is either an ITIL Foundation / ITIL Practitioner.