Service Manager

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
Assisting clients and prospects on product / technical queries
Critical Deliverables:
Escalation point of...