Service Operations Manager

Summary of Position:

The Service Operations Manager is responsible for managing all day-to-day operations and will have proven success managing multiple customer accounts at once, ensuring projects are progressing accordingly and are on par with customer expectations. The manager will play a key role in the creation, oversight, and execution of all customer contracts, as well as have direct responsibility for the adherence to project budgets ensuring proper allocation and management of resources. The manager will often need to delegate tasks to their team according to individual skillsets and available bandwidth. This position interacts with all aspects of our organization.

Essential Functions:

• Manage communication with internal and external stakeholders on the development and execution of project contracts – managing expectations of all parties
• Responsible for meeting with customers and internal team to come up with each project’s resource needs, budget, timeline, milestones, etc.
• Facilitate open communication with customers and communicate customer wants and needs to project teams
• Create Statements of Work and Level of Efforts per customer requests
• Create Project Change Requests as needed
• Track project budgets and contract requirements, forecasting resources according to project needs and available budget
• Calculate end of month billing totals using compiled monthly data related to each individual project, working directly with billing to ensure customers are charged correctly and according to contract terms
• Review financial statements, analyzing data to improve the profitability of the department
• Ability to make sound hiring and termination decisions per 3MD Inc. policies and procedures, including all aspects of performance management
• Work cross-functionally with other departments (e.g., billing, warehouse, etc.) to achieve collective goals and promote Denali success
• Lead and manage a team of 2-3 direct reports, delegating tasks according to each team member’s individual skillsets and bandwidth
• Drive department change to ensure processes are efficient and cost-effective to provide customers with the best possible experience
• Design and maintain clear operational guides to ensure consistency of operations, coaching department on proper processes and procedures

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s degree or equivalent experience, IT certifications a plus
• 3-5+ years of experience

Qualifications:

• Experience in consulting and/or staffing organizations
• Billing or accounting knowledge required
• Supervisory experience required
• Experience with large and small deployments or moves of servers, computer arms, and/or computer carts a plus
• Must have an understanding/knowledge of IT hardware deployments/moves, and deskside support services
• Superior customer service skills
• Excellent interpersonal skills with demonstrated communication proficiency
• Proficient with Microsoft Office applications (Outlook, Excel, Word, Teams, PowerPoint)

Personal Attributes

• Strong sense of urgency
• Superior time management skills with the ability to manage multiple tasks at once
• Comfortable working in a constantly changing environment while maintaining relationships with many different personalities at varying organizational levels
• Keen attention to detail with demonstrated organization skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Experience working in a team-oriented, collaborative environment

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.