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Service Manager Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Andover, MA Andover, Massachusetts |
About this job
Posting Job Title:Service Manager
Requisition #: 164247BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
Job title : Account Service Manager- Managed IT Services
Location: Andover, MA
Who We Are:
NaviSite, a Time Warner Cable company , is a leading provider of cloud-enabled enterprise hosting and application management services. It provides customized and scalable solutions, leveraging its industry leading hosting infrastructure; full suite of managed services; and custom and packaged application life cycle management expertise. More than 1,500 customers depend on NaviSite for customized solutions delivered through its global footprint, comprised of state-of-the-art data centers.. For more information, please visit www.navisite.com .
Job Summary
The individual will have specific accountability for the customer management, change request process, and overall scope management and environment stability for a strategic NaviSite customer. This includes:
Providing oversight and direction for management of the customer’s technical environment and business applications including:· Enhancements and improvement.
· Technical architecture review. Transform technical data from monitoring, trouble ticket, and other metrics into action plans.
· Analysis of operational incidents to drive improvements with the customer and NaviSite, Inc.
· Identify opportunities to reuse process, services, and technologies.
· Ensuring documentation is complete and accurate for use in design, implementation, and operations.
· Strategic thought leadership to future direction.
Using Activity and metric reporting to facilitate problem management activities to improve infrastructure and solution performance
Thoroughly understanding a customer’s contract and NaviSite’s commitments under that contract
Attending project and technical meetings to provide customer satisfaction and scope management oversight
Overall program management and facilitation, including high-level status meetings with executives
On-site presence at the customer location to facilitate relationships and communicate on key issues.
Responsibilities of the Strategic Account Service Manager
· Serve as a primary point-of-contact for customer satisfaction and act as the liaison between the customer, sales and other functional Managed Hosting Services groups.
· Collaborate with the Managed Hosting Services functional groups and individuals to set objectives & goals, understand scope and dependencies.
· Participate in internal planning activities to develop schedules and align resources for projects and support activities.
· Coordinate with Program Manager / Project Managers as appropriate to ensure the plans are integrated and synchronized with all team members to provide reasonable assurance that projects are successfully delivered.
· Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management.
· Understand the customer’s needs and make suggestions that will have a positive impact on the customer and improve on customer satisfaction.
QUALIFICATIONSBachelor’s degree and demonstrated prior Account Management / Service Management experience.
5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years
Technical Support Management, or Project Management experience.
Managed Services expertise, particularly: Managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery planning, security, enterprise applications, and messaging.
Excellent organizational, planning, problem solving and project management skills.
Excellent analytical and decision-making skills.
Demonstrates a positive attitude and energy.
Self-motivated, excellent work ethic, goal oriented and strong team player.
Strong written and oral communication skills.
Strong facilitation skills.
Strong personality and focus in fast-paced and demanding environments.
· Limited overnight US travel may be required
TWC:LAD
Navi
FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 164247BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
Job title : Account Service Manager- Managed IT Services
Location: Andover, MA
Who We Are:
NaviSite, a Time Warner Cable company , is a leading provider of cloud-enabled enterprise hosting and application management services. It provides customized and scalable solutions, leveraging its industry leading hosting infrastructure; full suite of managed services; and custom and packaged application life cycle management expertise. More than 1,500 customers depend on NaviSite for customized solutions delivered through its global footprint, comprised of state-of-the-art data centers.. For more information, please visit www.navisite.com .
Job Summary
The individual will have specific accountability for the customer management, change request process, and overall scope management and environment stability for a strategic NaviSite customer. This includes:
Providing oversight and direction for management of the customer’s technical environment and business applications including:· Enhancements and improvement.
· Technical architecture review. Transform technical data from monitoring, trouble ticket, and other metrics into action plans.
· Analysis of operational incidents to drive improvements with the customer and NaviSite, Inc.
· Identify opportunities to reuse process, services, and technologies.
· Ensuring documentation is complete and accurate for use in design, implementation, and operations.
· Strategic thought leadership to future direction.
Using Activity and metric reporting to facilitate problem management activities to improve infrastructure and solution performance
Thoroughly understanding a customer’s contract and NaviSite’s commitments under that contract
Attending project and technical meetings to provide customer satisfaction and scope management oversight
Overall program management and facilitation, including high-level status meetings with executives
On-site presence at the customer location to facilitate relationships and communicate on key issues.
Responsibilities of the Strategic Account Service Manager
· Serve as a primary point-of-contact for customer satisfaction and act as the liaison between the customer, sales and other functional Managed Hosting Services groups.
· Collaborate with the Managed Hosting Services functional groups and individuals to set objectives & goals, understand scope and dependencies.
· Participate in internal planning activities to develop schedules and align resources for projects and support activities.
· Coordinate with Program Manager / Project Managers as appropriate to ensure the plans are integrated and synchronized with all team members to provide reasonable assurance that projects are successfully delivered.
· Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management.
· Understand the customer’s needs and make suggestions that will have a positive impact on the customer and improve on customer satisfaction.
QUALIFICATIONSBachelor’s degree and demonstrated prior Account Management / Service Management experience.
5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years
Technical Support Management, or Project Management experience.
Managed Services expertise, particularly: Managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery planning, security, enterprise applications, and messaging.
Excellent organizational, planning, problem solving and project management skills.
Excellent analytical and decision-making skills.
Demonstrates a positive attitude and energy.
Self-motivated, excellent work ethic, goal oriented and strong team player.
Strong written and oral communication skills.
Strong facilitation skills.
Strong personality and focus in fast-paced and demanding environments.
· Limited overnight US travel may be required
TWC:LAD
Navi
FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCIGN660
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