Digital Workplace Service Manager

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide - more than any other video communications service provider - Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications. Yorktel is currently seeking a Digital Workplace Service Manager who will serve as the primary business owner and contact with the assigned client and is responsible for client satisfaction. This position is expected to consistently provide excellent customer service, as well as represent client needs and goals within the organization to ensure quality. In addition, the Digital Workplace Service Manager will build relationships with clients and their vendors to encourage new and repeat business opportunities as well as develop internal relationships. This position will make recommendations to internal parties regarding concerns or issues and ensure problem resolution by working closely in conjunction with assigned team members. This position must regularly communicate answers to complex questions and respond to detailed inquiries about client issues or concerns. The Digital Workplace Service Manager is responsible for the Profit and Loss on their individually assigned accounts to ensure that the account reaches the desired level of profitability within Yorktel. The Digital Workplace Service Manager will have responsibility for contract adherence and governance as well as overall accountability for all projects and services provided to the client. The Digital Workplace Service Manager will partner with the Yorktel Strategic Account Manager to understand client drivers and initiatives to develop a strategic plan that furthers the relationship between Yorktel and the client.Roles & Responsibilities:Develop and maintain executive level relationships with customers and Yorktel executivesEstablishes productive, professional relationships with key personnel in assigned customer accountsServe as the customer's advocateAct as a single point of contact for their assigned client for all Yorktel escalationsDrive service initiatives, continuous improvement, and program profitabilityUnderstand contract deliverables and ensure adherence to the contractIn conjunction with the Account Manager, complete strategic customer account plans that meet company standardsMaintain governance of the assigned accountSchedule, manage and present governance meetingsConduct Quarterly Business Review and assessment of assigned account focusing on profit and loss, Operational success, and customer satisfaction issuesMonthly report on growth opportunities within the current account.Monthly SLA and services reporting.Work with Finance to validate all invoices for services under scope and maintain monthly project financial burn-down statusMeets assigned targets for profit and strategic objectives in assigned accountsUses knowledge of general financial and accounting principles to understand and communicate how decisions affect company profitabilityAnalyze requirements to devise the best technology roadmap suited to meet their assigned client's business needsAssist with the design, development configuration and deployment of related synchronous collaboration technologies of Webex Meetings, Webex Video, Webex Calling Dedicated Instance, Microsoft Teams collaboration suite to include Teams Voice Calling, and Dedicated InstanceInteract with the customer's assigned client's IT managers and vendors to identify and evaluate new technology projects for their servicesCreating and providing technical input and directions regarding system architecture to the customer's assigned client's organizational business unitsProviding technical input and guidance to Project Managers during the lifecycle of a projectReview business requests for system enhancements and undertake cost evaluation, standard reviews, and prioritizationDeploy and upgrade systems or technical solutions to meet business requirements for functionality and reliabilityIdentify upcoming technologies and industry trends to propose new technologies or upgradesWrite and maintain system documentation such as Run Books, High-Level and Low-Level designs, Admin SOPs, user guides, and Knowledge Base articles for common issuesThis position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and proceduresWork with Yorktel's operations and service teams to troubleshoot and fix issues that L1-L3 teams cannot solveResponsible for interaction with Yorktel Sales and Operations departments to ensure the successful execution of all projects to customer satisfactionCoordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers' expectationsWorks cross-functionally to solve Department problems and implement process changesProactively assesses, clarifies, and validates customer needs on an on-going basisLeads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnelAchieves strategic customer objectives defined by company managementMaintains high customer satisfaction ratings that meet company standardsAccountable for client (both internal and external) satisfaction; maintain/builds effective working relationshipsAnalyzes decisions and actions for their support of the larger area's strategic directionWorks with senior management to resolve more complex problemsUtilizes a network of relationships to collect and disseminate information, build support, and secure buy-in for desired objectivesOther duties as assignedLeadership & Supervisory Responsibilities:This position will have the ability to direct a team of managers, employees, and subcontractors providing direction, coaching, and feedback on performance objectives and career development. This position serves as a resource within the account of specific skills, knowledge, and experience surrounding the field of digital workplace solutions and production. This position may regularly oversee numerous employees at any given time and is responsible for all facets of employee development and leadership within the assigned team.Provide strong leadership and clear customer centric direction for the assigned, dedicated team on a daily basis. Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, management of sick leave and absences, and arranging backfills for absent subordinates if required by contract or statement of terview and hiring, as required for all positions at assigned account.Create employee development plans, provide coaching, address disciplinary and employee concerns.Responding with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in crease management's effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers and team municate values, strategy, and company objectives to all assigned team members in an effective manner.Create a continuity plan for staff absences.Authority & Decision-Making Capabilities:This position will have the authority to regularly direct the work of their assigned team and account. This position will work to prioritize workload and delegate the appropriate work to meet the needs of the client. This position will also have responsibility, authority, and accountability to provide decisions on employee hiring, employee discipline, employee performance management, and employee issues. Resolution of client and employee issues will be made within the Yorktel guidelines of established policies and procedures. The Digital Workplace Service Manager will take directions from the Executive Vice President of Global Customer Experience, the client and sales and will have discretion to use whatever resources needed to ensure customer expectations are met within the terms of the contract and/or work with internal teams to come up with alternate solutions that are within the Yorktel offering.Skills & Abilities:Strong leadership and managerial skills Strong customer orientation and ability to interface with VP level management in customer environmentsHigh attention to detail and ability to multitaskBasic comprehension of general financial and accounting principles Experience in, and a working knowledge of the following areas is required:Professional ServicesManaged servicesTechnical support servicesServiceNowCloud based collaboration services (Teams, Zoom, Webex, etc.)Unified communication and collaboration solutions System IntegrationVideo conferencing infrastructureVideo Conferencing NetworksCloud voice architecture and infrastructureIn depth understanding of operational service delivery key performance indicators with experience reporting on and delivery to SLA's and SLO'sFamiliarity managing third party suppliersDeveloped skillset of onboarding, adopting, expanding and renewal methodologiesAbility to work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.Excellent written/verbal communication skills Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)Proficiency in Microsoft Pro-portalEducation & Experience:BA/BS in Management, Engineering, or equivalent experience10+ years proven experience as a Program Manager or Project Manager10+ years managing complex, multi-thread projectsExperience managing staffAdditional Requirements:Requires extensive sitting, standing, and walkingLimited weekend and/or night work may be requiredMust be willing to complete background checks and drug tests as required by current or future contractsThe candidate must have the ability to travel as required in support of regular site visits to customer location(s) Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.

Created: 2024-10-30