Service Manager - IT Staff Augmentation

Job Description

Join Our Client's Team as a Service Manager in Dallas, Texas

Our Client, a leading provider of IT staff augmentation solutions, is on the lookout for a dynamic Service Manager to bolster our team in Dallas, Texas. If you're passionate about delivering exceptional IT services, building strong client relationships, and guiding candidates to success, this role is for you!

Responsibilities:

Act as the main liaison for client engagements, nurturing trusted partnerships with key stakeholders.

Collaborate closely with clients to grasp their business goals, technical needs, and service expectations.

Craft and execute service delivery strategies, processes, and performance metrics to surpass client SLAs and KPIs.

Conduct technical interviews to assess candidate suitability for client projects.

Coordinate coaching sessions to prepare candidates for client interviews, emphasizing technical prowess, communication, and presentation skills.

Regularly evaluate service performance and client satisfaction through reviews, surveys, and feedback loops.

Proactively seek opportunities for service enhancement and efficiency gains, driving continuous improvement and innovation.

Ensure compliance with contractual agreements, industry standards, and regulatory requirements.

Manage escalations and resolve service-related issues promptly, with a focus on customer satisfaction.

Conduct performance evaluations, coaching sessions, and professional development activities for team members.

Collaborate with internal stakeholders to achieve business objectives and foster revenue growth.

Qualifications:

Bachelor's degree in Business Administration, Information Technology, or related field; Master's degree preferred.

Minimum 5 years of experience in IT service management, preferably in a staff augmentation or consulting setting.

Proven ability to manage client relationships and deliver high-quality services in a fast-paced, customer-centric environment.

Strong leadership skills with a knack for inspiring and motivating teams.

Exceptional communication, negotiation, and interpersonal skills.

Solid grasp of ITIL framework and service delivery best practices.

Familiarity with IT staffing, resource allocation, and workforce management tools and methodologies.

Proficiency in Microsoft Office suite and CRM systems (e.g., Salesforce, Microsoft Dynamics).

Ability to thrive in a dynamic, multicultural environment, showcasing adaptability and resilience.

Certification in IT service management (e.g., ITIL, PMP) is highly desirable.