Associate Manager Service Management
Core
Support service management operations by monitoring SLAs/KPIs, coordinating client requests, and assisting in incident resolution and resource allocation.
Role type
Associate Manager, Service Management
Builds
Service delivery operations and client support processes
Domain
IT Service Management / Professional Services
Deliverable
client delivery
Required skills
SLA and KPI monitoring, client engagement, incident resolution, process improvement, resource coordination, service documentation
Preferred skills
Strategic planning, team leadership, performance management, PMP certification, ITIL certification
Responsibilities
Monitor service quality and adherence to SLAs/KPIs, support day-to-day service management operations, engage with clients to gather feedback and address concerns, assist in resolving service incidents, maintain service documentation and knowledge databases, support generation of service reports, coordinate resources for service delivery
Seniority
Mid-level Manager, hands-on IC
