Service Manager

4 days ago

Toronto Ontario, Ontario, Canada Nexus Systems Group Full time

Our client requires a Service Manager for a contract engagement:


As a Service Manager, you will play a critical role in ensuring smooth onboarding for new customers, the successful rollout of key product releases, and the management of scope changes in customer usage. You will ensure that both the Service Desk (L1/L2) and the L3 support teams are prepared, equipped, and ready to deliver high-quality support. The ideal candidate will be responsible for knowledge management, ensuring comprehensive documentation, and continually looking to streamline onboarding processes.

Key expectations of our service Introduction Leads are:


Key Responsibilities:

Service Readiness:

Ensure the Service Desk (L1/L2) is fully trained and equipped to handle support requests for new customer onboardings, product releases, and scope changes.

Collaborate with the L3 support team to make sure they are prepared to address any complex issues or escalations from new products, releases, services or scope changes ensuring they are fully tested, compliant and ready for operational use

Develop, execute and track service introduction plans with key milestones to facilitate smooth onboarding

Be the advocate for Service readiness flagging any risks for ability of Service Desk or L3 support teams to support

Lead handover meetings between stakeholders, service desk and L3 support to facilitate smooth onboarding and all operational requirements are met

Collaborate with Customer Success Managers to facilitate a smooth handover from a customer onboard to ensure appropriate transfer of information

Responsible to escalate high priority issues or blockers during new study introduction, new releases or new services to Head of Customer Experience


Knowledge Management:

  • Create, review, and update knowledge articles to ensure the Service Desk has access to accurate, up-to-date documentation within the knowledge base repository.
  • Develop and maintain a comprehensive knowledge base, ensuring it covers all necessary product information, troubleshooting procedures, and FAQs.


Change Management:

  • Work closely with product teams to understand upcoming product releases or changes and assess their impact on customer support.
  • Manage the transition of support responsibilities from product teams to the Service Desk as part of service readiness for product updates, creating relevant material to ensure service readiness.


Stakeholder Collaboration:

  • Engage with cross-functional teams (e.g., Product, Engineering, and Customer Success) to understand customer needs and product capabilities.
  • Serve as the point of contact for the Service Desk during product introductions and significant changes in customer use cases.
  • Serve as the point of contact in the immediate go-live period to ensure a smooth transition to live
  • Evaluate service performance post go live of a new study introduced, identify areas for improvement and contribute to improvement initiatives


Process & Tools Management:

  • Analyze service metrics to continually improve the service onboarding process


Experience:

>5 years proven experience in service introduction, IT service management, or a related support leadership role.


-Experience working with Salesforce Service Cloud or similar customer support software.

-Proven experience of knowledge article creation and management

-Experience in Customer Success is advantageous


Skills:

-Strong ability to write and manage knowledge articles, ensuring clarity and accessibility for support teams.

-Technical acumen to understand the products and help to impact assess changes, releases and how our customers will utilise key components

-Exceptional project management skills and organisational skills to oversee onboarding, product releases, and scope changes.

-Excellent communication and stakeholder management skills, capable of liaising across different teams and levels of the organization.

-Ability to identify gaps in support readiness and proactively address issues before they impact customers.

-Capable of driving improvements in support processes through data-driven insights.

Familiar with ITIL principles, PMP, or Six Sigma

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