Job Description
Date: 11th Dec 2014
Staff Member: tkm9
Job Title: Service Manager
Reporting to: Technical Director
tkm9 is proudly an Australia agency, based in Melbourne, with offices in Sydney and the Middle-East – delivering
immersive, interactive, high-end work for a range of global – high-profile clients. We are extremely proud to say that the work we deliver IS special, crafted and often breaks “industry firsts”.
We currently have an opening for a passionate, talented, super organised Events Producer to work in an inspiring, collaborative team.
Our standards are high. The opportunity is mind-boggling and the calibre of talent must be world-class.
The position of Service Manager focuses on the portfolio of digital projects, as well as our approach to devising new ones.
The Service Manager will guide, and act as mentor to the Support team as they deliver a unique service, providing high quality information and support to clients who have engaged tkm9 digital services.
The Service Manager will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
Main role
To efficiently allocate incoming requests to the team, prioritising actions and monitoring team resource so that customer deadlines are met.
To identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the Technical Director.
To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
To compile reports on SLA targets, numbers and types of request, communicating findings to the Technical Director and to respond to any further requests for data that are required for analysis.
To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
To work with the Technical Director to implement service delivery requirements.
To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for Service Analyts and sharing this with the team.
To ensure that knowledge management and data capture processes are adhered to by Support Managers, in order to issue reports and reuse existing information efficiently.
To alert Supplier Management teams of any supplier shortages and performance issues within the supply chain
To commission specialist research in subject areas where value can be added.
To brief service issues to the Client Services Director and assist where needs be in the resolution process.
To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
To work with Development team leader to ensure that there are always sufficient resources in place to meet call-handling needs and e-mail requests from prospective customers of the service.
To work with the delivery team to coordinate successful installation and configuration of both software and hardware into project environments.
Significance of Role
The Service Manager is key to the service establishing the reputation of supporting the tkm9 clients to achieve their goals. Confidence in the service will help us reach SLA targets, thereby meeting contractual and customer objectives
Responsibilities
Key Result Areas
| Key Result Areas | Responsibilities | Measurement |
| Delivery of agreed service | Allocate incoming information requests from customers to the team, prioritising action, monitoring team resource to meet SLAs.
Maintaining high service levels for customers through thorough quality control checks |
Customer feedback and satisfaction levels measured.
Volume of jobs completed that meet SLAs |
| Tech Director/Delivery director and Team co- ordination | To communicate and be the focal point of dissemination of information from management to the team and vice versa. | 360 feedback |
| Managing CMS (imtkm9) activity | To implement CMS (imtkm9) service delivery requirements. To monitor resources in place to manage call-handling and e-mail responses. To brief service issues to the Tech and delivery team and assist where needs be in the resolution process. Ensure that project managed jobs meet SLA deadlines |
Targeted SLA reductions are met |
| Managing Service Team Activity | To troubleshoot areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term. | Improved team performance |
| Supplier Management Team | Address supplier shortages and performance issues within the supply chain | Aid focused approach by Supplier Management to improve efficiency |
| Research Outsourcing | Identify and commission further or new research where value can be added to either in-house researchers or partnered resources | Improved efficiency, cost effectiveness and customer satisfaction |
| Provision of statistics | Create SLA target reports and detail numbers and types of request for Ops Director to assess.
Oversee Support Managers’ knowledge management and |
Rapid and accurate turnaround of stats meeting |
| data capture processes. | LDA requirements | |
| Process improvement | Advising Tech/Delivery Director of best practice recommendations | Improved efficiency and cost effectiveness |
| Mentoring and Management | To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
To identify and acknowledge team members’ individual strengths and nurture skills to the benefit of the team. |
Optimum performance and support from whole team |
| Personal development | Highlight personal interest in areas of growth and development for the business | Personal satisfaction; increased role |
| Client Implementation | To ensure process procedures and resources to enable successful digital installations both hardware/software | Implementation is without issues and functions with the SLA requierments |
Contact
Mark Hodgens
CEO, Global
m. +61 423 700 339 (AUS)
e. mark@tkm9group.com
