Manager Infrastructure Services

As the Manager of Infrastructure Services, you will be responsible for ensuring that services consistently meet established SLAs and KPIs, addressing any deviations promptly. You will supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests. Engaging with clients to gather feedback, address concerns, and coordinate support will be a key function of your role.

Your responsibilities will include collaborating with senior management to assist in implementing process improvements to enhance service delivery, supervising the handling of service incidents, requests, and escalations for timely resolution, and maintaining comprehensive service documentation. Additionally, you will generate reports on service performance and client feedback for review and action, as well as coordinate resources and schedules to ensure optimal service coverage.

Qualifications:

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 7+ years of relevant work experience in the industry, with a minimum of 3 years in a similar role
• Proven experience in Service and Program Management
• Proficiencies in strategic planning, team leadership, and performance management
• Continuous learner that stays abreast with industry knowledge and technology

Preferred Qualifications:

• Advanced degree in a relevant field
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library)

Language Requirements:

• [Language requirements were not explicitly stated, please clarify if necessary.]

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