OPERATIONS MANAGER OF SERVICE MANAGEMENT (REMOTE PST HOURS)

Company: Skiltrek
Location: Roseville
Posted on: May 19, 2023

Job Description:

JOB DESCRIPTION
Job Summary:



* Reporting to the Director of Service Management, the Operations Manager of Service Management is responsible for proactively working with the Service Management team for day-to-day operations, Service Management escalations, procedural tracking, and ensuring organizational effectiveness

* This person works directly with Service Management team to ensure availability of services to meet customer needs

* The Operations Manager will oversee a team of about 6-8 Service Managers. This will be a combined 200 accounts, depending on complexity, and may need to talk through an escalation and maintaining KPIs.



Essential Functions:



* Work requires critical thinking to recognize issues and identify appropriate solutions

* Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests, explores opportunities to add value

* 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 the liaison between Service Managers and Operation Center management and staff; assisting with management of client escalations

* Track Service Managers' tickets and/or projects; Create and distribute status reports to management

* Evaluate effectiveness of Service Managers with regard to individually assigned accounts and provide management with status report

* Improve operational systems, processes and policies in support of the Organization's mission -- specifically around supporting better management reporting, information flow and management, business process and organizational planning

* Hold ongoing client meetings to maintain working relationships with customers and Account team to Client new opportunities and services

* Supports our Land and Expand strategy by identifying and following up on opportunities from current account activities of assigned SMs/Accounts to drive sales

* Schedule resources for client activities with input from engineering managers

* Identify, diagnose and communicate issues to upper management

* Facilitate team meetings (recurring and adhoc) focused on Service Manager escalations and/or general inquiries

* Anticipate potential problems associated with Service Manager activities

* Understand organizational resources, priorities, needs and policies

* Manage and increase the effectiveness and efficiency of Service Managers







Working Conditions / Environment & Physical Demands:

* 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
MINIMUM REQUIREMENTS
Must Haves:



* 4 year degree or equivalent experience

* Ability to work independently in the management of the Service Managers

* Ability 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 handle multiple concurrent issues and remain calm under high-pressure situations
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Keywords: Skiltrek, Roseville , OPERATIONS MANAGER OF SERVICE MANAGEMENT (REMOTE PST HOURS), Executive , Roseville, California