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- Boston, MA
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Field /Client Site Manager
Lehigh Technical • Boston, MA
Posted 6 days ago
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Department: Operations Reports to: VP Field Operations Location: Dorchester, MA Purpose Service Account Manager will be the Primary point of contact
Have overall responsibility for the delivery of the services in line with the agreement and Service Levels.
Be available Onsite during service hours Monday – Friday.
Manage team consisting of approximately 25-30 engineers.
Should have a sales sense operating in a prime position to identify additional business opportunities where we can assist. Primary Responsibilities Act as on-site representative for interpretation of all customer contractual issues, concerns, and questions.
Attend weekly review meetings
- Discuss overall service and issues requiring action.
- Review progress on actions discussed in previous meetings.
- Assess any cost savings initiatives
- Review MI & SLA’s
- Review Invoices & Budgets
Ensure appropriate workforce availability for all contractual and extra contractual work performed.
Evaluate performance of all assigned staff, skills and certifications, volume and quality of work performed, and time utilized. Quarterly and Annual reviews are required.
Implement standard methodology (policies, procedures, processes) as directed
Administrate Quality Improvement Program (QIP) specific to the engagement in collaboration with the customer; includes:
- Development and implementation of a comprehensive quality management program using standard methodology
- Development, analysis, and communications of all service level commitment and performance metrics specific to engagement
- Development, implementation, and management of remedial and mitigation planning as needs are identified through analysis of metrics
Quality Management Standards Uses best practice methods. Qualifications B.A. or B.S., preferably in management, or PMP (Project Management Professional) Certification
7+ years’ experience managing IT teams for mid-sized infrastructure and managed-services projects
Strong background in client-relationship management and business process improvement
Comfort in working under-pressure in a fast-pace environment. Related Skills and Competencies Proactive management methodology
Exceptional communication, organization, and problem-solving skills
Ability to prioritize multiple tasks concurrently
Ability to manage, motivate, and direct a team of IT professionals in completing client-related jobs
Flexibility to operate under stressful, time-sensitive deadlines
Ability to tactfully resolve issues and coordinate solutions with clients Work Environment Client Office - A high-paced Banking environment.
Training Requirements On-the-job training in policies and procedures Work Totality Disclaimer This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this job. Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required. Incumbents in this position may be required to perform all or some of the following duties and responsibilities with varying levels of concentration based on the incumbent’s skill level and the department’s needs. Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.