Service Manager, IT Service (IT)

at  DaVita

EDUCATION AND EXPERIENCE

• 2-4 years’ experience in IT Service Management
• Associate’s Degree or Apprenticeship

We are looking for a detail-oriented service manager to help conduct our managed services, customer service interactions, reports, and resources. As a part of the Application Services team the Service Manager will provide oversight of the managed services, build and improve customer relationships, design and provide reporting, manage application licensing and assets for the Application Support department and teams. The service manager’s responsibilities include: ensuring the highest level of customer service, developing lasting customer relationships, and overseeing our partners providing managed services. Managed services will include outsourced teams providing Service Reliability, Service Management, and other key IT Operations support responsibilities. The service manager will maintain a strong working knowledge of all industry standards and practices as well as the company’s products and services.
The service manager is accountable to design, manage, and provide regular reporting on team activities. These reports will cover SOW adherence, team, service level, and other related performance metrics. These reports will be used to convey team health and information to assist in resource management decisions. They will partner with teams who provide development and deployment of these reporting resources.
A successful service manager will display a strong customer service oriented attitude as well as capable leadership skills and have the ability to develop and maintain strong, positive relationships with customers, managed services providers, and third-party vendors.

Essential Duties and Responsibilities

• Delegate and direct service tasks, monitor the progress of current projects, and managed services team members to ensure the team’s objectives and customer service goals are met
• Track, analyze, and produce reports to include auditing work and SOW adherence to ensure the company’s high standards, efficiency, and productivity goals are met within the team
• Resolve issues or problems and improve service methods to increase productivity and service excellence
• Build and maintain customer relationships
• Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure SLA adherence
• Monitor department issues and client considerations and create methods to lessen recurring issues
• Implement training plans, training trainers and teammates in company procedures
• Evaluate, test, document, and implement new processes and best practices
• Maintain strong relationships with partner teams and teammates toward solutions
• Maintain a solid working knowledge of industry regulations, restrictions, and laws, ensuring the company’s adherence to these regulations, and remain current on the industry’s standards and new innovations, materials, tools, and processes
• Work on special projects and initiatives