Service Manager

at  Publicis Sapient

SERVICE MANAGER JOB DESCRIPTION

The Service Manager manages IT Service Delivery related to applications, provides ongoing operations support aligned with the IT Service Management processes. The Service Manager will contribute to establish processes for operational support for applications. He/she also manages all stakeholders and ensures that the teams work in collaboration to achieve successful delivery outcome.

Salesforce Service Manager Responsibilities include:

• Establishing Service Management teams, organization structure, escalation matrix, governance forums etc. required to provide services in scope of the Supplier
• Defining roles/responsibilities for all teams, establishing collaboration and communication plans
• Provide technical solutions, guidance on technologies to the team
• Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, Financial Management etc.
• Establishing SLA/KPI measurement, reporting, improvement processes
• Establishing Performance, Capacity and Quality Management framework and processes
• Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards
• Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities
• Working with customer to identify new value opportunities and leverage such opportunities through outcomes based projects
• Conduct required audits, surveys to evaluate gaps, improvement opportunities and incorporate actions to eliminate such gaps
• Manage required stakeholders, run agreed governance forums to discuss achievements, issues, plans, dependencies etc.

QUALIFICATIONS

Service Manager skills:

• Ability to build and manage successful teams
• Excellent knowledge and experience of Service management processes
• Excellent experience in Service Delivery and Operations management
• Good communication and stakeholder management skills
• Good understanding of various contractual, commercial and SLA constructs
• Strong creative thinking, problem-solving, decision-making skills
• Ability to manage escalations and conflicts
• Strong working knowledge of industry standards, practices as well as the company’s policies, products and services

COMPANY DESCRIPTION

Publicis Sapient: At Publicis Sapient, we help companies and the public sector keep up with the pace of technological, societal, and cultural change-all while meeting the ever-evolving demands and expectations of their customers. How? By elevating customer experiences, modernizing organizations and unlocking value through technology and data. By setting bold but achievable visions for digital transformation, we empower our business partners with true speed and agility

• Establishing Service Management teams, organization structure, escalation matrix, governance forums etc. required to provide services in scope of the Supplier
• Defining roles/responsibilities for all teams, establishing collaboration and communication plans
• Provide technical solutions, guidance on technologies to the team
• Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, Financial Management etc.
• Establishing SLA/KPI measurement, reporting, improvement processes
• Establishing Performance, Capacity and Quality Management framework and processes
• Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards
• Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities
• Working with customer to identify new value opportunities and leverage such opportunities through outcomes based projects
• Conduct required audits, surveys to evaluate gaps, improvement opportunities and incorporate actions to eliminate such gaps
• Manage required stakeholders, run agreed governance forums to discuss achievements, issues, plans, dependencies etc