Service Manager

Job Description 
We are seeking a highly skilled and motivated Service Manager to oversee our Cisco Call Manager, collaboration environment, and AWS Connect environment. The ideal candidate will be responsible for managing service delivery, ensuring high availability, and maintaining superior service quality across these critical platforms. This role requires a blend of technical expertise, leadership capabilities, and a strong commitment to customer satisfaction.
Key Responsibilities:
1. Service Management:
Oversee the day-to-day operations of the Cisco Call Manager, collaboration tools, and AWS Connect environments.
Ensure systems are running efficiently and effectively, meeting service level agreements (SLAs) and performance metrics.
2. Team Leadership:
Lead and manage a team of IT professionals, providing guidance, support, and development opportunities.
Foster a collaborative and high-performing team culture.
3. Incident and Problem Management:
Manage and resolve incidents, ensuring timely and effective resolution.
Conduct root cause analysis and implement preventative measures to minimize future incidents.
4. Project Management:
Plan, execute, and oversee projects related to the Cisco Call Manager, collaboration tools, and AWS Connect.
Coordinate with cross-functional teams to ensure projects are delivered on time and within budget.
5. Client Engagement:
Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
Provide regular updates and reports to clients on service performance and improvements.
6. Continuous Improvement:
Identify and implement process improvements to enhance service delivery and operational efficiency.
Stay updated with industry trends and best practices to ensure our services remain cutting-edge.
Qualifications:
Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., Cisco CCNP, AWS Certified Solutions Architect) are highly desirable.
Experience: Minimum of 5 years of experience in IT service management, with a focus on Cisco Call Manager, collaboration tools, and AWS Connect.
Technical Skills:
Proficiency in managing Cisco Call Manager and related collaboration technologies.
Strong understanding of AWS Connect and cloud-based contact center solutions.
Experience with network management, VoIP, and unified communications.
Leadership Skills: Proven ability to lead and manage teams, with excellent interpersonal and communication skills.
Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
Project Management Skills: Experience in managing IT projects, with a track record of delivering successful outcomes