Service Manager

Main responsibilities / task

• Working with the management team to prioritize projects and change
• Assist the Project Team to ensure each project meets Operational Acceptance Criteria
• SLA reporting to clients at appropriate frequency
• Regular review and prioritization of client tickets
• Support operations team in resolution of incidents, including any additional communication to clients if applicable
• Documentation of client change requests – including definition of acceptance criteria
• Ensure timely issuing and approval of invoices
• Support documentation for prospects and new clients and for new products for existing programs
• Identify and implement process improvements to benefit the company and clients
• Run regular service reviews with clients (at agreed frequency)
• Responding to client’s operational escalations
• Ass...