Service Manager, Atlantic Region

Posting Job Title:Service Manager, Atlantic Region
Requisition #: 149375BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

Service Manager, Managed IT Services

Location: Andover, MA
Principals Only - Relocation to area required

-.* NOTE: Regional overnight travel may be required

Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. .
Benefits: We offer a generous compensation package including a competitive salary, full medical/dental/life/disability insurance package for all employees. We also offer extensive training in the most current technologies, as well as, college tuition reimbursement.

What You Will Do as an Account Service Manager:

This individual will have specific accountability for the customer management, change request process, and overall scope management and environment stability for multiple NaviSite enterprise customers encompassing a geographic territory. This includes:

Thoroughly understanding a customer's contract and NaviSite's commitments under that contract Attending project and technical meetings to provide customer satisfaction and scope management oversight Interacting with the customer on change requests, which may include Recognizing out of scope items during a technical call and interjecting to ensure the proper change assessment and implementation process is followed Communication to the customer about why a request is in or out of scope Coordinating with the technical and sales team to document change requests Facilitating approval of change requests with the customer Provide regular service delivery metrics reporting to customers Overall customer management and facilitation, including high-level status meetings with executives Limited on-site presence at the customer as required to facilitate relationships and communicate on key issues

Expectations

The Account Service Manager is expected to be skilled in the following competencies and meet the following objectives:

Effective decision maker - Acts decisively and anticipates future needs of both the NaviSite team and the customer. Centered - Maintains poise and focus during meetings and discussions, even if the tone or subject matter is contentious Business focused - Understands and maintains NaviSite's best interests in all areas while also understanding the customer's goals and objectives Results driven - Acts quickly, measures results and works through obstacles. Leadership temperament - Leads by example, handles escalations calmly and efficiently, and inspires trust. Demonstrates a global perspective - Thinks globally.
Specific deliverables

- Weekly or bi-weekly customer status reporting and customer meetings detailing current projects and support activities.

- Quarterly executive status update meetings

- Weekly or semi-monthly internal customer satisfaction and project/program update meetings

- Regularly scheduled internal team meetings to review the customer's current projects and support activities. Meeting frequency will be adjusted based on customer activity level.

Responsibilities of the Account Service Manager:
The primary function of the Service Manager is to keep the customer informed and satisfied by enabling customer participation in an organized and controlled management of the customer's technical environment(s). Serve as the primary point-of-contact for customer satisfaction and act as the liaison between the customer, sales and other functional Managed Hosting Services groups. Collaborate with the Managed Hosting Services functional groups and individuals to set objectives & goals, understand scope and dependencies. Participate in internal planning activities to develop schedules and align resources for projects and support activities. Coordinate with Program Manager/Project Managers as appropriate to ensure the plans are integrated and synchronized with all team members to provide reasonable assurance that projects are successfully delivered. Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management. Understand the customer's needs and make suggestions that will have a positive impact on the customer and improve on customer satisfaction. Limited overnight US travel will be required

What We Are Looking For in an Account Service Manager:

Qualifications

Bachelor's degree and demonstrated prior Account Management/Service Management experience. 5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 4+ years of Sales Management, Technical Support Management, or Project Management experience. Deep Managed Services Operations expertise, particularly: Managed Hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery, security, enterprise applications, and messaging. Excellent organizational, planning, problem solving and project management skills. Excellent analytical and decision-making skills. Demonstrates a positive attitude and energy. Self-motivated, excellent work ethic, goal oriented and strong team player. Strong written and oral communication skills. Strong facilitation skills. Strong personality and focus in fast-paced and demanding environments.

CB:09/10/2013,

FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most - at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.