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Service Manager in Flower Mound, TX at Whitlock

Date Posted: 11/30/2018

Job Snapshot

Job Description

Whitlock has a great opportunity for an experienced Service Manager to join our Managed Services Team. This position requires a minimum of 7 years experience in a technical operations and/or support environment, with at least 5 years of that experience including a leadership role within Information Technology Service Desk/Help Desk, including incident command and communication.

Demonstrated knowledge and experience in implementing Service Management processes according to ITIL framework, with ITIL Certification v3 Foundations as a minimum requirement.  Must be able to demonstrate and clearly articulate understanding of Problem Management best practices as well as Incident Management, Change Management, Event Management and Knowledge Management ITIL processes.

Extensive experience required with developing service levels and tracking and reporting progress against those objectives.

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. This is our primary focus for our customers and the Whitlock family. Our goal is to build the best environment to enable and inspire great work and high performing teams, all motivated by our vision to be #1 by putting our customers first.

Job Requirements

  • Demonstrated skills in the utilization of service management and performance monitoring tools
  • Strong project management skills and understanding of business processes
  • Effective time management and prioritization skills
  • Excellent interpersonal skills to deal effectively with all levels of customers and the ability to gain consensus among teams, with an utmost focus on customer satisfaction
  • Proven ability to build and manage relationships effectively in a matrix-ed environment
  • Strong organizational skills with the ability to manage multiple projects with competing demands for resources
  • Proficiency in process formulation, process improvement
  • Excellent communication, presentation and reporting skills, with the ability to communicate effectively with technical and non-technical staff
  • Familiarity with Major Incident Command and Communication methodologies.
  • Strong detail orientation, with excellent troubleshooting and analytical skills
  • Proven ability to continually drive process improvement with tangible results

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