Your Role & Responsibilities     
The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.    
 
Responsibilities 
 
•    Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans  
•    Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.   
•    Relationship Management 
•    Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract. 
•    Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs 
•     Operational / Performance Management 
•    Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted 
•    Review Key Performance Indicators (KPIs) and provide action plans, when necessary.   
•    In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.  
•    Identify ongoing benefits, opportunities, and innovation for continual service improvement 
•    Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes 
•    Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested 
•    Participate in business meetings and general inputs in day-to-day improvements 
 
 
 Qualifications & Experience    
Minimum Requirements      
•    Bachelor's / Masters degree or equivalent in related field 
•    Power Point, Excel, Outlook, Word, Microsoft Teams  

Professional Certifications 
 
•    ITIL V3/v4 certification 
•    CISCO CSM 

Competencies/Skills 
 
•    Communication Skills 
•    Creativity and innovation 
•    Adaptability & Flexibility 
•    Vision and Strategy 
•    Developing Others and Themselves 
•    Organizational Awareness 
•    Conceptual Thinking and Problem Solving 
•    Action Management 
•    Business Planning and Resource Management 
•    Financial & Budgeting Management 
 
Why Us    
 
•    Permanent contract   
•    Competitive salary   
•    Private health and life insurance from day one in the company   
•    Working hours: Monday to Friday 
•    On-site Work Module 
•    Meal allowance on card/voucher