Digital Workplace Service Manager

Role: Digital Workplace Service Manager

Location: Chicago, Il, US

Contract: Full-Time, 12 months contract initially

Hours: 40 hours per week

Salary: $120,000 - $135,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

Due to further growth within one of our key global customers, we have an opportunity for a proven Digital Workplace Service Manager to join our highly collaborative team to be the primary business owner and contact with the assigned client account.

This position is expected to provide excellent customer service, as well as represent client needs and goals within the organization to ensure quality, while building relationships with clients and their vendors to encourage new and repeat business opportunities.

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.  

The Digital Workplace Service Manager is responsible for the Profit and Loss on their individually assigned account to ensure that the account reaches the desired level of profitability and will have responsibility for contract adherence and governance as well as overall accountability for all projects and services provided to the client. 

Key Responsibilities:

• Develop and maintain executive level relationships with customers and executives

• Establish productive, professional relationships with key personnel and serve as the customer’s advocate

• Act as a single point of contact and drive service initiatives, continuous improvement, and program profitability

• In conjunction with the Account Manager, complete strategic customer account plans

• Schedule, manage and present governance meetings

• Conduct Quarterly Business Review and assessment of assigned account focusing on profit and loss, Operational success, and customer satisfaction issues

• Monthly report on growth opportunities within the current account

• Meet assigned targets for profit and strategic objectives

• Analyze requirements to devise the best technology roadmap suited to meet the client’s business needs

• Assist 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 Instance

• Interact with the customer’s assigned client’s IT managers and vendors to identify and evaluate new technology projects for their services

• Provide technical input and guidance to Project Managers during the lifecycle of a project

• Review business requests for system enhancements and undertake cost evaluation, standard reviews, and prioritization

• Deploy and upgrade systems or technical solutions to meet business requirements

• Work cross-functionally to solve Department problems and implement process changes

• Proactively assesses, clarifies, and validates customer needs on an on-going basis

• Lead solution development efforts that best address customer needs

Skills & experience

• Strong leadership and managerial skills

• Strong customer orientation and ability to interface with VP level management in customer environments

• Experience in, and a working knowledge of the following areas is required:

  • Professional Services

  • Managed services

  • Technical support services

  • ServiceNow

  • Cloud based collaboration services (Teams, Zoom, Webex, etc.)

  • Unified communication and collaboration solutions

  • System Integration

  • Video conferencing infrastructure / Networks

• In depth understanding of operational service delivery key performance indicators with experience reporting on and delivery to SLA’s and SLO’s

• Ability to work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.

• Proven experience as a Program Manager or Project Manager

• Experience managing complex, multi-thread projects

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.