Manager, Services

Service Manager

Mission : Ensure clients are happy, employees have career satisfaction, and the service side of the business is performing at or above agreed upon KPIs and achieving specific financial performance metrics.

The Service Manager is responsible for leading the entire service side of the company. Two core departments report to the Service Manager : Managed Services and Strategic Services. The Service Manager is tasked to work with leadership to evolve existing KPIs and metrics by which the company and each individual team member will be empowered and held accountable. The expectation is for the Service Manager to produce, maintain, and provide to the leadership team : daily, weekly, monthly, quarterly, and annual reports and dashboards. Further, the set of KPIs, metrics, reports, and dashboards need to continually be evolved and maintained to grow as the business grows.

Vision For Success

• Demonstrates strong organizational leadership and is a trusted advisor, teammate, and member of the leadership team.
• Leadership team receives sound insight regarding the goals of the Managed Services and Strategic Services departments, and the resources needed to meet departmental and company goals.
• Communications on departmental and company objectives are regularly made to employees, peers, and leaders in the organization.
• Oversee the Managed Services and Strategic Services team so they are effective and efficient
• Projects are completed on time and within budget.
• The ratios associated with revenue and costs are analyzed to maximize resources effectively.
• Company is meeting or exceeding gross margin goals.
• Customer experience is exceptional and fosters client happiness and retention.
• Employees are happy, met with routinely, and have a current development plan.
• A positive collaboration between sales and service allows for capacity to seamlessly absorb new business.
• Research and development provide appropriate updates to the technology products and services the company delivers.
• Recursively elevate and improve this role, job description, and KPIs in order to do the same for all subordinate roles and therefore the entire company.
• Evolve and enforce a system of empowerment and accountability with associated measures of success.

Responsibilities

Possible KPIs : Gross profit margin, monthly project revenue, team and individual utilization, billable hours, invoiceable hours, overhead hours, tickets open rate, ticket completion rate, CSAT, NPS, renewal / churn rates, first call resolution, time to resolution, hours per ticket, ticket escalation rate, closed ticket bounce back rate, SLA compliance, time and hours to onboard and offboard clients, internal documentation and process adherence, time card adherence, time to first time entry, revenue per client, contract profitability, cost per ticket, profit margin per service line, critical incident response time, compliance audit pass rate, patch management success rate, end point monitoring percentage, certification achievement, and more.

Qualifications

Location

This is a fully remote position, prefer candidates in our On-site service region of Orange County CA through San Luis Obispo County CA

Benefits