Associate Manager Service Management

Job Description:

Essential Job Functions: • Assist in monitoring service quality and adherence to SLAs and KPIs. • Provide support to the service management team in day-to-day operations and coordination of client requests. • Engage with clients to gather feedback, address basic concerns, and provide updates on service issues. • Collaborate with team members to support the implementation of process improvements. • Assist in the efficient resolution of service incidents and requests, following standard operating procedures. • Assist in maintaining service documentation and knowledge databases. • Support the generation of service reports for client and internal use. • Assist in coordinating resources for service delivery, optimizing resource allocation.

Basic Qualifications: • Bachelor's degree in a relevant field or equivalent combination of education and experience • Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role • Proven experience in Service and Program Management • Proficiencies in strategic planning, team leadership, and performance management • Continuous learner that stays abreast with industry knowledge and technology Other Qualifications: • Advanced degree in a relevant field a plus • Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus

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