Senior Service Manager

Job Description

As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project’s financial health and leading the project from commencement to completion.

What will you do?

• Provide leadership and management of the Service Support Office and Project Administration in supporting clients
• Act as the single point of contact in client engagement
• Represent OneCare when engaging clients, third-party vendors, principals, NCS CSU, and Sales Specialists
• Own the scope, SLA, and cost plan of maintenance contracts managed
• Manage and monitor service activities to ensure all aspects of scope and SLA are met
• Execute decisions related to support activities and service requests where scope of work is not clearly defined contractually
• Forecast revenue and costs of ongoing projects and contracts with minimal deviation
• Monitor and track P&L of ongoing projects and contracts
• Manage costs of ongoing contracts to ensure project margin targets are achieved
• Support Sales during negotiations of scope, SLA, and cost plans
• Liaise with PMA and CSU Finance on revenue forecast, accrual, cost forecast, and posting
• Evaluate needs and deliver continuous process and service improvements
• Manage and prioritize service requests, dispatch technicians, and monitor progress to meet SLAs
• Develop and maintain KPIs to assess service performance and drive improvement
• Negotiate with vendors and internal teams to ensure adequate resource availability
• Build relationships with users, technical staff, and management to resolve implementation issues
• Manage contracts and subcontractors effectively
• Negotiate with customers on change requests, schedules, and prioritization based on business needs
• Maintain clear and open communication with customers on project issues or clarifications
• Identify opportunities for service expansion or improvement and liaise with Account Managers for development
• Participate in presales activities as required
• Liaise with team members to ensure all tasks and deliverables are on schedule
• Plan, track, and monitor team assignments and progress
• Delegate tasks effectively with clear and specific instructions and goals
• Provide leadership to ensure proposals and enhancements are fully analyzed and evaluated for benefits and costs
• Communicate business needs, priorities, and system details accurately to project teams
• Participate in leadership activities, performance feedback, and developmental coaching
• Monitor and improve team performance through leadership, coaching, and performance management

Qualifications

• Minimum 5 years of IT project management experience
• Strong knowledge in process improvement methodologies and tools
• Good customer management experience
• Proficient in written and spoken English
• Able to travel as required
• Self-motivated with a positive “can-do” attitude
• Creative with excellent presentation, communication, negotiation, and interpersonal skills
• Strong persuasive techniques
• Ability to lead, develop, and maintain respectful and trusting relationships
• IT Service Management and/or ITIL (v3 or above) certifications

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

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