Associate Manager Service Management

Job Description:

Essential Job Functions:

• Assist in monitoring service quality and adherence to SLAs and KPIs.
• Provide support to the service management team in day-to-day operations and coordination of client requests.
• Engage with clients to gather feedback, address basic concerns, and provide updates on service issues.
• Collaborate with team members to support the implementation of process improvements.
• Assist in the efficient resolution of service incidents and requests, following standard operating procedures.
• Assist in maintaining service documentation and knowledge databases.
• Support the generation of service reports for client and internal use.
• Assist in coordinating resources for service delivery, optimizing resource allocation.

Basic Qualifications:

• Bachelor’s degree in a relevant field or equivalent combination of education and experience
• Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ 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 with industry knowledge and technology

Other Qualifications:

• Advanced degree in a relevant field a plus
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus

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