Manager Infrastructure Services

About the Job:
In this managerial role, you will ensure that all services consistently meet established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), promptly addressing any deviations. You will supervise a team of service management professionals, ensuring productivity and efficient handling of client requests. Engaging with clients, gathering their feedback, and coordinating support will be key aspects of the role. Additionally, you will collaborate with senior management to implement process improvements that enhance service delivery, supervise the handling of service incidents and requests, and maintain comprehensive service documentation. Your responsibilities will also include generating reports on service performance and client feedback, as well as coordinating 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.
• Continuous learner who stays abreast of industry knowledge and technology.

Other Qualifications:

• 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.

Additional Information:
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support well-being, productivity, individual work styles, and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.