Tower Service Manager

Job description

- Responsible for overview of delivering the services to meet contractual obligations, leads a delivery team on a day to day basis that is responsible for execution of the delivery.
- Responsible for overview of correct execution of the projects to be executed within the delivery unit including changes, resolution of incidents, etc
- Partnered with 3 NSC Global TSM’s for account oversight of 25 accounts
- Hold weekly meetings with TSM’s for account reviews for SLA and account performance
- Reporting on performance takes place on a regular basis to the agreed standards. Reviewing SLA's, KPI's and SIP's with nsc global TSM's
- The TSM delivers the service according to agreed costs and supports measures to reduce costs.
- The tower service managers informs the SDM on a daily basis about the performance of the previous day.
- Responsible for the clean-up of the reporting data at least every week before Thursday end of business day
- Escalates to tower leaders and SDM if meeting SLA’s is endangered and immediate action is required
- Partnered with 3 NSC Global TSM’s for account oversight of 25 accounts
- Represent PMO for AMO/Customer facing meetings

Desired profile

- Professional Experience
- Variety of Business Types and Functions" Experience in an IT managed/professional services environment
- Years Experience 4+ years experience in Call Center or IT Management
- Education 2
- 4 year degree or equivalent business experience preferred.
- Ability to work independently with little supervision and make independent decisions
- Strong business understanding (Finance, Operations, SLA Management)
- Strong Management and Leadership Skills
- Ability to interact and communicate within all levels of the organization
- Problem solving and analysis skills
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