RR-Service Manager

Full-time Management & Operations

Job Description

Essential Job Functions

• Ensure that services consistently meet established SLAs and KPIs, addressing any deviations promptly.
• Supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests.
• Engage with clients to gather feedback, address basic concerns, and coordinate support.
• Collaborate with senior management to assist in the implementation of process improvements, enhancing service delivery.
• Supervise the handling of service incident requests and escalations, ensuring timely resolution.
• Maintain comprehensive service documentation, ensuring all processes are well‑documented and up‑to‑date.
• Generate reports on service performance and client feedback for review and action.
• Coordinate resources and schedules to ensure optimal service coverage.

Basic Qualifications

• Bachelor's deg...