Service manager (Role) would the primary point of contact for the customer(s) for deals which are sold through reseller channel where SM should be able to help escalate internally with product support & engineering, drive the resolution of issues reported in timely and professionally manner by following mutually agreed process and should be able be answer customer questions related to product offering, feature and new release and seek opportunities for cross selling the product or services.
Also can ensure that Customer voice is heard and understood and help improve on customer satisfaction.
You are great at :
Communication & Stake holder management.
Must be able to communicate clear and precisely (Reading / Writing / Speaking)
Must be able to translate technical issue to Business impact.
Must be able to communicate effectively across functional groups.
Must be able to understand and act accordingly by assessing the interest and influence of each stake holder across functional groups.
Must be able to manage critical escalations by holding people / teams accountable and steer the resolution in right direction.
Must be able to build and maintain mutually benefiting relationship.
Detailed oriented- should be able to dig deep the product or process issues and drive logical closure.
Tech savvy, one who have keen interest in understanding product features, various use cases, and value it brings to the table across domains.
A team player who can deliver the results by leverage collaborative effort by various team(s)
Positive, Proactive and self-motivated individual. Who have Can do attitude.
Should be able to define process diagrams, detailed procedures, other service offering related Artifacts and measurement matrices for analysis and should be able to plan a course correction.
Understanding of Cloud product offerings
Review Contract documents, build book and flag nonstandard items
Create & maintain a repository of customer specific KPI’s , Requirements , Customer contacts, environment details etc.
Ensure Ticketing tool setup with correct details for each customer
Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates.
Discuss and Validate Post Go-Live Migration requirements and open issues with customer.
Prepare & present service engagement model to customer(s)
Collaborate on go-lives
Manage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.
Should be able to provide status report to various customer on agreed frequency
Record and analyze deviation in availability report and provide justifications
Assessment, recording software configuration for each customer
Ensuring Overages are invoices
What it takes :
Nice to have Certification like ITIL Foundation, Service transition, Service operations.
Minimum 4-6 Years work experience in IT Service industries
Should have performed roles i.e. Service Delivery manager for one or more customers in Customer facing role.
Open to work in rotational shifts.