The Manager of Infrastructure Services is responsible for ensuring that services consistently meet established SLAs and KPIs, promptly addressing any deviations. Key responsibilities include supervising a team of service management professionals to ensure productivity and efficient handling of client requests, engaging with clients to gather feedback and address concerns, as well as collaborating with senior management to implement process improvements for enhanced service delivery.
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The role entails supervising the handling of service incidents, requests, and escalations to ensure timely resolutions. Additionally, the Manager will maintain comprehensive service documentation to ensure that all processes are up to date and will generate reports on service performance and client feedback for review and action. Coordination of resources and schedules to ensure optimal service coverage is also a crucial part of this position.
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 that 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
Work Conditions:
Full-time
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 wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
