Digital Workplace Service Manager

3 weeks ago


Chicago, Illinois, United States York Telecom Corporation Full time
Job Description

Job Title: Digital Workplace Service Manager

Job Summary:

We are seeking a highly skilled Digital Workplace Service Manager to join our team at Yorktel. As a key member of our customer experience team, you will be responsible for delivering exceptional service to our clients and ensuring their digital workplace needs are met.

Key Responsibilities:

  • Develop and maintain executive-level relationships with customers and Yorktel executives
  • Establish productive, professional relationships with key personnel in assigned customer accounts
  • Serve as the customer's advocate and act as a single point of contact for all Yorktel escalations
  • Drive service initiatives, continuous improvement, and program profitability
  • Understand contract deliverables and ensure adherence to the contract
  • In conjunction with the Account Manager, complete strategic customer account plans that meet company standards
  • Maintain governance of the assigned account and schedule, manage, and present governance meetings
  • Conduct Quarterly Business Review and assessment of assigned account focusing on profit and loss, Operational success, and customer satisfaction issues
  • Monthly report on growth opportunities within the current account
  • Monthly SLA and services reporting
  • Work with Finance to validate all invoices for services under scope and maintain monthly project financial burn-down status
  • Meets assigned targets for profit and strategic objectives in assigned accounts
  • Analyze requirements to devise the best technology roadmap suited to meet their assigned client's business needs
  • Assist with the design, development, configuration, and deployment of related synchronous collaboration technologies
  • Interact with the customer's assigned client's IT managers and vendors to identify and evaluate new technology projects for their services
  • Creating and providing technical input and directions regarding system architecture to the customer's assigned client's organizational business units
  • Providing technical input and guidance to Project Managers during the lifecycle of a project
  • Review business requests for system enhancements and undertake cost evaluation, standard reviews, and prioritization
  • Deploy and upgrade systems or technical solutions to meet business requirements for functionality and reliability
  • Identify upcoming technologies and industry trends to propose new technologies or upgrades
  • Write and maintain system documentation such as Run Books, High-Level and Low-Level designs, Admin SOPs, user guides, and Knowledge Base articles for common issues

Requirements:

  • Strong leadership and managerial skills
  • Strong customer orientation and ability to interface with VP level management in customer environments
  • High attention to detail and ability to multitask
  • Basic comprehension of general financial and accounting principles
  • Experience in, and a working knowledge of the following areas is required:
    • Professional Services
    • Managed services
    • Technical support services
    • ServiceNow
    • Cloud-based collaboration services (Teams, Zoom, Webex, etc.)
    • Unified communication and collaboration solutions
    • System Integration
    • Video conferencing infrastructure
    • Video Conferencing Networks
    • Cloud voice architecture and infrastructure
  • In-depth understanding of operational service delivery key performance indicators with experience reporting on and delivery to SLA's and SLO's
  • Familiarity managing third-party suppliers
  • Developed skillset of onboarding, adopting, expanding, and renewal methodologies
  • Ability to work collaboratively across all organizational levels including executives, managers, front-line, technical subject matter experts, and IT etc.
  • Excellent written/verbal communication skills
  • Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)
  • Proficiency in Microsoft Pro-portal

Education & Experience:

  • BA/BS in Management, Engineering, or equivalent experience
  • 10+ years proven experience as a Program Manager or Project Manager
  • 10+ years managing complex, multi-thread projects
  • Experience managing staff

Additional Requirements:

  • Requires extensive sitting, standing, and walking
  • Limited weekend and/or night work may be required
  • Must be willing to complete background checks and drug tests as required by current or future contracts
  • The candidate must have the ability to travel as required in support of regular site visits to customer location(s)


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