Service Manager

Maplesoft Group; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking a Service Manager to integrate services from various providers and ensure compliance with service levels. The ideal candidate will have extensive IT experience, leadership skills, and a deep understanding of ITIL. Join a dynamic team that values contributions and promotes professional development.

Qualifications

• At least 10 years of experience in the IT industry.
• Extensive experience with Managed Service Providers for End User Services.
• Deep understanding of ITIL.

Responsibilities

• Oversee multiple vendors, ensuring they meet client requirements.
• Manage service provider performance against contracted service levels.
• Publish performance reports and analyze root causes of shortfalls.

Skills

Leadership

Collaboration

Problem Solving

Tools

ServiceNow

MS Office

SharePoint

Teams

Job description

Maplesoft implements TimeLive for electronic time tracking.

Please view the demo below on how to enter and approve time.

Do you want to work in a dynamic environment where your contributions count?

At Maplesoft, we value the contributions of all our employees and contractors. We listen and act upon suggestions, advice, and innovative ideas to further our strategic vision. In turn, Maplesoft contributes to the communities where we live and operate. We think globally, but act locally.

Build your future with Maplesoft’s exciting technologies, deep partnerships, personal approach to consulting services, professional development opportunities, and vibrant company culture.

If you are interested in any of the following job openings, please apply directly to [e-mail], citing the position title and job id in the email subject line.

Maplesoft Group is currently seeking a Service Manager for our Provincial Government client.

Tasks and Responsibilities

The Service Manager will be responsible for the efficient and seamless integration of interdependent services from various internal and external service providers into end-to-end services to meet the client's business requirements. Additionally, the Service Manager will ensure Managed Service Providers comply with Service Levels in delivering end-to-end services.

Role Description

• Provide oversight over multiple vendors, ensuring they meet client requirements
• Understand the overall setup of IT services and roles played by various service providers
• Review and ensure delivery according to Supplier SOWs
• Manage service provider performance against contracted service levels
• Analyze and manage interdependencies for smooth operations
• Handle dispute and escalation management to ensure operations run smoothly
• Publish performance reports, analyze root causes of shortfalls, and initiate improvements
• Provide subject matter expertise and leadership in service management
• Communicate and collaborate effectively with stakeholders and management
• Establish and maintain strong, collaborative relationships with service providers

Minimum Qualifications

• At least 10 years of experience in the IT industry
• Extensive experience with Managed Service Providers for End User Services
• Experience with Service Level compliance
• Deep understanding of ITIL
• Experience with financial tracking and reconciliation
• Familiarity with ITSM tools, especially ServiceNow
• Experience in people management or team leadership
• Ability to work in a dynamic, fast-paced environment

Preferred Experience

• Proficiency with MS Office, SharePoint, and Teams
• Experience in database and web development, including Microsoft Access

Maplesoft Group values its culture and recognizes that success depends on our people. We seek attitude and ambition, along with skills and aptitude.

We are committed to diversity and inclusion and encourage applications from all qualified individuals. We are an equal opportunity employer and support inclusive, barrier-free recruitment processes. Please inform us if you require accommodations during the recruitment process.

Only candidates under consideration will be contacted. Thank you for your interest in Maplesoft Group.

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