About this role
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 clientsAct as the single point of contact in client engagementRepresent OneCare when engaging clients, third-party vendors, principals, NCS CSU, and Sales SpecialistsOwn the scope, SLA, and cost plan of maintenance contracts managedManage and monitor service activities to ensure all aspects of scope and SLA are metExecute decisions related to support activities and service requests where scope of work is not clearly defined contractuallyForecast revenue and costs of ongoing projects and contracts with minimal deviationMonitor and track P&L of ongoing projects and contractsManage costs of ongoing contracts to ensure project margin targets are achievedSupport Sales during negotiations of scope, SLA, and cost plansLiaise with PMA and CSU Finance on revenue forecast, accrual, cost forecast, and postingEvaluate needs and deliver continuous process and service improvementsManage and prioritize service requests, dispatch technicians, and monitor progress to meet SLAsDevelop and maintain KPIs to assess service performance and drive improvementNegotiate with vendors and internal teams to ensure adequate resource availabilityBuild relationships with users, technical staff, and management to resolve implementation issuesManage contracts and subcontractors effectivelyNegotiate with customers on change requests, schedules, and prioritization based on business needsMaintain clear and open communication with customers on project issues or clarificationsIdentify opportunities for service expansion or improvement and liaise with Account Managers for developmentParticipate in presales activities as requiredLiaise with team members to ensure all tasks and deliverables are on schedulePlan, track, and monitor team assignments and progressDelegate tasks effectively with clear and specific instructions and goalsProvide leadership to ensure proposals and enhancements are fully analyzed and evaluated for benefits and costsCommunicate business needs, priorities, and system details accurately to project teamsParticipate in leadership activities, performance feedback, and developmental coachingMonitor and improve team performance through leadership, coaching, and performance management Degree in Computer Science, Computer Engineering, Information Technology, or related fieldMinimum 5 years of IT project management experienceStrong knowledge in process improvement methodologies and toolsGood customer management experienceProficient in written and spoken EnglishAble to travel as requiredSelf-motivated with a positive “can-do” attitudeCreative with excellent presentation, communication, negotiation, and interpersonal skillsStrong persuasive techniquesAbility to lead, develop, and maintain respectful and trusting relationshipsIT Service Management and/or ITIL (v3 or above) certifications 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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