Service Level Manager II

JOB TITLE:  Service Level Manager II

 

JOB IDENTIFICATION

 

Location: Bellevue WA

 

GENERAL SUMMARY:

 

The Service Level Manager is an integral part of the Motricity Customer team dedicated to delivering Tier1 services. The primary purpose of the position is to monitor report and raise visibility and focus on the quality of the service we are delivering. This will include overall service understanding, tracking, Service Level Agreement impacting issues, reporting, and Operational reviews both internally externally.

 

Duties and Responsibilities 

 

A)  ESSENTIAL FUNCTIONS:

 

Required Skills

 

Experience & Knowledge:

* Experience managing multiple services with multiple business streams.

* Ability to work on own initiatives with minimal management supervision.

* Planning and project management skills

* Experience making decisions in difficult situations

* Ability to take responsibility/ownership for decisions, seeking advice where appropriate

* Motivating team members to achieve effective performance results

* Identification and implementation of improvements to processes and/or services.

* Strong written and oral communication skills

* Ability to build relationships and influence cross functional teams

* Writing and negotiating contracts with clients.

* Experience managing clients and interfacing with executive level including managing expectations

 

WORKING CONDITIONS

Works in a normal office environment with minimal travel required.

 

JOB QUALIFICATIONS AND REQUIREMENTS 

 

A)  ESSENTIAL:

 

* Time management, attention to detail, expectation setting and organizational skills to provide solid service management

* Strong commitment to developing, maintaining, and managing a professional, trusted partner relationship with assigned carriers.

* Uncompromising level of commitment and focus to quality and client service delivery.

* Proven ability to manage multiple priorities and tasks

* Ability to approach problem solving in a clear and concise manner

* Business Acumen in understanding how SLA's play a key role in the business's bottom line

* A strong passion for customers and technology

* Demonstrates a drive for results type attitude

* Ability to work under pressure, outside of comfort zone, with a ''can-do'' attitude

* Flexibility, adaptability, adherence to change and showing initiatives

* Strong level of communication skills, including written communication, becoming a liaison between technical and commercial people, internally and externally.

* Positive approach to team work, with a willingness to learn and share knowledge

* Bachelor degree in Computer Science, Business Administration or related discipline

* 4 to 7 years of experience in a customer focused technology environment, preferably in the internet or software industry

* Ability/experience managing clients in difficult situations including experience managing expectations.

 

DISCLAIMER

Nothing in this job description restricts management’s right to assign, reassign, or otherwise modify the duties and responsibilities of this job at any time, for any or no reason.