Job Opportunities

Service Level Manager

Reports To:   Director, Service Level Management
Location(s):   Customer Site - Dearborn, MI

Summary:
Communicates service level performance for existing customers and manages integration for new customers. Establishes strong relationships with customers and serves as customer advocate for process improvement.

Essential Duties and Responsibilities:

• Acts as customer advocate for satisfaction issues.
• Responsible for sending Event Analysis Reports to customer containing root-cause analysis of service level failures.
• Drives process improvements and ISO/ITIL Certifications.
• Enables the support team through customer specific training.
• Reviews/audits Service Level Agreements (SLAs) performance daily and communicates any failures.
• Leads and manages Quarterly Review Program.
• Reviews Change Order Requests to ensure contractual integrity is maintained and out of scope items are approved for billing.
• Enables service delivery by owning Sharepoint & Service Desk documentation.
• Leads the effort for new customer integrations.
• Acts as communication focal point for service effecting incidents.
• Provides weekly dashboard reports and appropriate context to the customer and Logicalis Account Executives.
• Works closely with support team, practice managers, and business developers.
• Assists with up-selling efforts and new sales as needed.
• Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
• Documents all work performed in Service Desk.

Education:

• Bachelor’s Degree in related field.
• May consider an equivalent combination of education and experience.

Experience:

• 2 - 4 years experience in related area.
• Knowledge and experience of contract and/or supplier management roles.
• Requires knowledge of IT provider’s services and qualifying factors in order to understand how customer requirements will affect delivery.
• Understands customer's business and how IT contributes to the delivery of that product or service.
• Even-handed and fair in dealings with other parties.
• Expert understanding of IT service management and desire to drive ITIL & ISO certifications is required.

Other Abilities and Skills:

• Must possess in-depth Project Management knowledge.
• Strong customer service focus and excellent interpersonal skills.
• Possesses Relationship Management skills.
• Excellent presentation and negotiation skills.
• Outstanding oral, written, and technical/business communication skills.
• Ability to maintain patience, tolerance and resilience.
• Good people management and administrative skills.
• Good understanding of statistical and analytical principles and processes.
• Ability to interact successfully with all levels of customer and IT provider organization.
• Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
• Innovative in respect to service quality and ways in which it can be improved within the bounds of organization’s limits (resource, budgetary, legal etc.).
• Ability to be a good listener with ability to apply knowledge gained effectively.

Logicalis has many opportunities to work in emerging technologies and has excellent opportunities and compensation. If you are interested in working at an exciting and growing company, join us now and accelerate your career.

For consideration, please send your resume including salary history and desired location to jobs@us.logicalis.com. You will be contacted if your background matches our requirements.