Client Service Manager

Responsibilities

• Main point of contact for the customer to the Technology organization: gathers and channels all customer communication related to system support and evolution. Can communicate directly with the customer or indirectly via Sales organization.
  1. Gathers information about problems, issues and incidents. Coordinates system recovery and fixing (both short and long term activities)
  2. Gathers customer requirements and channels for future evaluation and implementation
  3. Communicates to customer and Sales organization any technology related developments with impact on the customer activities, in particular communicates Global issues
  4. Cooperates with the customer and Sales organization in scheduling of planned activities of technology teams
  5. Provides estimates and schedules for planned work to the customer and sales organization.

• Main point of contact and coordination with support groups (QA, Infrastructure, Ops support, IT):
  1. Responsible for channeling customer requirements to support organizations
  2. Responsible for assuring involvement of proper support resources in planned and ad hoc activities
  3. Responsible for internal communication and information flow to support organizations.

• Budgets management, reporting and financial tracking responsibilities:
  1. Overall forecasting of technology effort and spending related to site services/support
  2. Responsible to ensure that the status report is accurate on the IGT tools (i.e. PPM)
  3. Attending status meeting with Customer/Sales Organization.
  4. Creation or supervision of PAF (Project Approval Form) paperwork and entering the appropriate numbers based on the estimation processes.
  5. Approves the contents of budgets and seeks management approval for the funding.
  6. Review actuals and ensure that any issues between actuals vs. budget are managed. This would include reporting any issues and coordinating new estimates, if necessary.

• Management of deliveries:
  1. Responsible for delivery scope definition and agreement with the customer/Sales organization
  2. Responsible for kicking off estimating and scheduling of deliveries. Review and approval of estimates.
  3. Work with components/disciplines managers to assure proper staffing.
  4. Responsible to ensure that the Software Requirements Specification document is complete and gets baselined (if applicable).
  5. Responsible for projects/batches oversight.
  6. Seek and obtain customer approval for releases. Responsible for any documentation required by the customer or the IGT data centers.

• Incident management:
  1. Responsible for organization of hotline support for the site and assuring proper coverage (cooperation with component leads).
  2. Coordinate daily issues to resolution and ensure that the team understands priorities.
  3. Responsible that the Technical Data Package is kept up to date. The goal is to ensure that it is up to date for every batch.
  4. Responsible for prompt reporting to upper management of production issues and their resolution.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
• 7-10 years of experience of a related role within a technology-driven environment.
• Proven ability to gather, analyze, and document complex business and technical requirements with a high level of accuracy and attention to detail.
• Experience translating business and technical requirements into actionable deliverables for cross-functional teams.
• Experience using tools such as Jira and Salesforce.
• Excellent organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities and deadlines.
• PMP certification is preferred but not required.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership