Job Description
Details:
Job Title: Field Services Service Delivery Manager - ONSITE CLIENT LOCATION BRIDGEWATER, NEW JERSEY Who we are For 37+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Job Description We are seeking a hands-on, service-driven leader to provide onsite Field Service Support at a major retail and apparel client location. While the current support model operates without formal SLAs, this role is critical in embedding within the client's daily operations, providing responsive, value-added IT support across store and corporate functions. The ideal candidate will bring a strong customer-first mindset, ensuring seamless technology experiences while identifying opportunities to enhance support, drive efficiency, and align with the fast-paced needs of the retail environment. The role is expected to be providing assistance where needed to the client, and also to build relationships with local client stakeholders to add value daily. You will be part of a greater service organization providing services to this client, but will be onsite at the client location independently. You will report to a global delivery leader who will assist with priorities and strategies for this position. This role is expected to grow and expand into leading other Stefanini Field resources supporting this customer onsite in New Jersey as well other locations around the world.
- Single Point of Contact (SPOC) for Stefanini at the client location for field and related services
- Responsible for assisting the client (smart hands) or performing day-to-day regional delivery of Field Services
- Sponsor and drive improvement activities for the account as needed
- Create cohesive integration into the client environment
- Develop and deliver managerial-level presentations on performance results and opportunities for improvement
- Chair and participate in both internal and client-facing service delivery meetings as needed
- Lead focus groups to develop and help to improve process and procedures with the client
- Implement, monitor, and adhere to Best Business Practices
- Conduct ticket audits, negative survey follow-ups and other quality initiatives
- Own, investigate and follow-up on high-level escalations as needed
- Champion innovation and transformation initiatives
- Provide expertise and insight on new business opportunities
- Aid in client initiatives
- Collaborate with colleagues in shaping the future of Field Services
- Set the strategic direction of field services
- Manage to scope of work and change of scopes
- Accountable for Service Level Agreements (SLA) and other contractual deliverables
- Identify opportunities to expand service offerings
- Manage financials to budget
- Assist with development of monthly client invoices
- Hire Stefanini employees and secure vendor resources
- Establish expectations, provide leadership, direction and coaching to the team
- Conduct formal one-on-ones and performance reviews
- Leverage recognition programs to motivate and reward team
- Perform other duties as assigned
Job Requirements
Details:
Requirements - In-depth understanding of IT industry dynamics
- Three (3) + years' experience managing Field Services teams
- Working onsite independently
- Financial management experience
- Critical thinking and problem-solving skills
- High tolerance/evolved ability to lead and manage ambiguous situations
- Excellent relationship skills
- Superior verbal, written, facility and presentation skills
- Effective time and project management skills
- Ability to manage strategically as well as at a more detailed level as needed
- A valid driver's license and reliable transportation required
What you'll get - Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we're different - Brazilian and privately owned company
- Agility, flexibility, and innovation are in our DNA
- Flat organizational structure which enables faster communication and decision making
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Pay Range:
$ 100000.00 - $ 130000.00 Stefanini Group
Job Tags
Local area, Remote job,