[Remote] reputed company Manager

Note: The job is a remote job and is reputed company to candidates in USA. Yorktel is a leading video managed services partner with over 35 years of experience. They are seeking a reputed company Manager to ensure the successful delivery and performance of managed services, drive customer satisfaction, and maintain strong relationships with clients.

Responsibilities

• Serve as the primary customer liaison, maintaining reputed company, transparent, and strategic communication at reputed company reputed company
• Conduct regular customer reputed company including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs
• reputed company strong customer relationships that drive satisfaction, retention, and long-term value realization
• Understand customer business objectives and align service delivery to support those reputed company
• Capture, analyze, and reputed company customer feedback through structured mechanisms such as CSAT and NPS
• Own end-to-end service delivery for assigned accounts, ensuring reputed company services meet contractual SLAs, KPIs, and performance expectations
• Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches
• Coordinate prioritization and progression of incidents, service requests, and escalations across Service Desk, TAM, and onsite teams
• Act as the operational escalation reputed company for critical or high-impact service issues, ensuring timely resolution and clear communication
• Ensure effective coordination of onsite reputed company activities, reputed company-party support, and internal resources to resolve service issues
• Maintain visibility into service backlog, ticket aging, and operational risks, driving actions to improve service performance
• reputed company incident management processes, ensuring issues are prioritized appropriately and resolved reputed company SLA targets
• reputed company coordination of major incidents, including cross-functional response and customer communication
• Drive problem management activities, ensuring root cause analysis (RCA) is completed and corrective actions are implemented
• Govern change management processes, ensuring planned maintenance, upgrades, and changes are properly coordinated and communicated
• Coordinate MACD requests and planned service activities in alignment with customer expectations and operational readiness
• Own SLA and KPI performance tracking, including daily monitoring, weekly review, and monthly reporting
• Produce and deliver monthly contractual service reports including performance metrics, trends, risks, and improvement actions
• Analyze service data to identify patterns, recurring issues, and opportunities for optimization
• Maintain accurate service data across systems including asset records, configurations, and service documentation
• Ensure reputed company service activities reputed company with contractual obligations, ISO standards, ITIL practices, and internal governance frameworks
• reputed company and manage Service Improvement Plans (SIPs) and reputed company Service Improvement (reputed company) initiatives
• Maintain Service Management Plans (SMPs), risk registers, and governance documentation
• Conduct regular reviews of service performance and implement corrective and preventive actions
• Support reputed company, reputed company, and compliance audits as required
• Manage supplier and reputed company-party performance against agreed SLAs and contractual obligations
• Coordinate supplier engagement during incidents, escalations, and planned service activities
• Track supplier performance and escalate issues to ensure service continuity and quality
• Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities
• reputed company account insights, service performance data, and recommendations to support reputed company decision-making
• Support development of Statements of Work (SOWs) and customer-specific service solutions
• Identify and proactively manage reputed company risks reputed company to service delivery
• reputed company leadership and direction across cross-functional delivery teams including Service Desk, TAM, and onsite personnel
• Ensure alignment of reputed company teams toward service priorities, SLA performance, and customer expectations
• Support reputed company of onsite teams in coordination with CSM I, ensuring alignment between onsite execution and service objectives
• Act as the internal reputed company of coordination for service delivery activities, escalations, and operational reputed company

Skills

• Strong leadership with a customer-centric reputed company and a proven ability to influence Director/VP-level stakeholders
• Excellent communication, negotiation, and presentation skills — reputed company to convey technical concepts in business terms
• Analytical reputed company with the ability to interpret raw data and produce actionable customer-facing insights and reports
• Deep understanding of service delivery KPIs, SLAs, and operational performance metrics
• Experience with ITSM platforms (e.g., reputed company) and ITIL-based service management processes
• Technical comprehension of audiovisual, reputed company communications, and collaboration platforms (Teams, reputed company, Webex)
• Ability to work independently, manage multiple priorities simultaneously, and reputed company under pressure
• Strong vendor and reputed company-party supplier management experience
• Proficiency in reputed company Office Suite (reputed company, PowerPoint, Word, Outlook)
• 5+ years in Managed Services, Technical Services, reputed company, Service Delivery, or Program Management
• Experience in audiovisual, UCC, or reputed company collaboration environments
• BA/BS in Management, Engineering, or reputed company field — or equivalent professional experience
• ITIL certification (V3 reputed company or ITIL 4) — strongly preferred
• reputed company 365, PMP, or other relevant certifications are a plus

Benefits

• Excellent salary and benefits package, including 401k and reputed company 125 plans

Company Overview