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The Service Manager’s role is to direct the daily operations of one or more software development or data services teams.The Service Manager will partner with teams and customers to properly assess their needs and to ensure those needs are addressed. Primary focus should be on adequately meeting employee needs. The Service Manager must have a working understanding of the business problems faced by the customers, as well as the technologies used to solve those problems.This role requires a varied mix of skills the ability to prioritize, communicate, analyze problems, develop code or solutions,
understand numerous technologies, effectively lead, and guide multiple projects from beginning to successful ending. This position interfaces primarily with his/her supervisor, Team Leads managing projects under his/her direction, developers,
Essential Job Functions
.Provide a ‘Leader-Leader’ management style to all your reports
Provide a continuously available, responsive, friendly and effective first point of contact service to customers.
Oversee or perform the development and documentation of business requirements, objectives, deliverables and specifications in collaboration with customers, employees, and support staff.
Create project plans and provide time estimates for the iterations or phases of each project.
Keep project plans updated, and frequently communicate project status to management and customers.
Ensure that solutions meet specifications, have been tested to ensure quality, and are easily maintainable.
Oversee the deployment of applications, if required, and assist with problem resolution if necessary.
Verify that adequate documentation has been generated to support the project and to assist in any future needs.
Ensure that the team follows established (either Onshore or customer specified) patterns, practices, and standards. Contribute to the evolution of our service methodology, and assist with the adoption of the methodology by the teams.
Complete SSD tickets for team including onboarding, terminations, travel, etc.
Provide training and guidance to customers on information system operation.
Originate new ideas or methods and pursue support to implement these initiatives that make appropriate business sense by presenting to the in-line supervisor.
Participate in maintaining continuous improvement in the areas of project management, development, coding,debugging, testing, data services, process and application support and training,Interview and assist in choosing qualified candidates for open positions.
Provide mentoring, feedback and performance reviews for employees. Determine standings and eligibility for raises for employees.
Satisfactorily perform any additional duties assigned to you by your line of supervision
Demonstrate the ability to quickly learn and apply new concepts
Demonstrate excellent communication and interpersonal skills.
Demonstrate the discipline to follow established methodology
Demonstrate a solid understanding of a primary development language and environments used at Onshore. Or a solid understanding of data services practices and environments.
Maintain high personal standards and expectations and expect others to maintain a similar commitment.
Excellent communication skills, both written and oral
Analytical thinking, and the ability to produce useful metrics
Good knowledge of and experience using MS Office Suite, Windows and Instant Messaging
Ability to communicate effectively to a variety of audiences, both internal and external
Ability to provide and support a vision and direction
Achieve and maintain a competent level of technical and professional skill and knowledge in position related areas,including purchased applications as necessary.
Stay informed of technological innovations and changes in the industry.
Achieve and maintain a competent level of knowledge about customers business and the roles and responsibilities therein.
Ability to build and maintain positive customer, employee, and peer rapport
Ability to develop and motivate a team
Have completed an Associate or Bachelor of Science degree in computer science or computer information systems or project management and have a proven record of related work experience, or have completed a relevant Onshore Excelerate (or similar) program and have a proven record of related work experience.
Success with multiple projects
Leadership experience in a fast-paced work environment
Job duties involve sitting, standing, walking, repetitive motion, and dexterity. Job duties involve substantial time spent viewing computer displays.
Work is primarily in an office environment. Some overtime may be required, no more
than 25% annual. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Additional responsibilities may arise as necessary or as management sees fit.