Service Operations Manager
4 weeks ago
At United Data Technologies, we are seeking a highly skilled Service Operations Lead to join our team. As a key member of our operations team, you will be responsible for performing general administrative functions, coordinating, and monitoring day-to-day activities for Service Operations, and overseeing various projects and service agreements.
Responsibilities:- Coordinate and monitor the day-to-day activities of Service Operations, including ongoing business agreements, projects, and Time and Material (T&M) agreements.
- Review and approve timesheets for subcontractors and upload documents to facilitate billing and accounts payable.
- Function as the primary point of contact for incoming service requests, ensuring they are logged, prioritized, and assigned to the appropriate technical team for resolution.
- Monitor and track incidents, ensuring timely updates are provided to clients, and coordinate efforts for quick resolution.
- Facilitate and coordinate client requests for changes in the service, ensuring that risks are assessed, and changes are approved and implemented according to process.
- Ensure all service delivery documentation is accurate and up to date, including service records, incident reports, and change requests.
- Communicate with third-party vendors involved in service delivery, ensuring they adhere to agreed timelines and service standards.
- Manage escalations from clients or internal teams, ensuring timely and appropriate resolution to maintain service quality.
- Experience working with a Managed Services Provider (MSP).
- Proven experience in administrative functions and project coordination.
- Strong organizational, problem-solving, and multitasking skills.
- Experience working with remote and distributed teams.
- Ability to work in a demanding environment.
- Excellent communication (verbal and written) and people skills.
- Proficiency in using accounting workbooks, financial reporting tools, and MS Office (Word, Excel, PowerPoint).
- Experience with ConnectWise or similar CRM systems is a plus.
United Data Technologies is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin.
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