As the Manager of Infrastructure Services, you will be responsible for ensuring that services consistently meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), addressing any deviations promptly. You will supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests.
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Your role will involve engaging with clients to gather feedback, address concerns, and coordinate support. You will collaborate with senior management to implement process improvements that enhance service delivery. Additionally, you will oversee the handling of service incidents, requests, and escalations, ensuring timely resolution.
Comprehensive service documentation is vital, and you will be responsible for maintaining it, ensuring that all processes are well-documented and up to date. You will also generate reports on service performance and client feedback for review and action, and coordinate resources and schedules to ensure optimal service coverage.
Basic 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
- A continuous learner that stays abreast of industry knowledge and technology
Other Qualifications:
- An advanced degree in a relevant field is a plus
- Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), are a plus
At the company, we prioritize strong connections and community for our success. Our work model emphasizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.
