Service Manager

Averro www.averro.com is an IT and business consulting firm that provides its customers with the expertise required to execute their business and technology projects. We offer a variety of consulting and project-based services that are customized to meet the needs of our clients.

Immediate opening for 3 Service Managers - SharePoint for a year plus contract in Redmond, WA.

The Service Manager will hold a wide scope of responsibilities and enterprise commitments.  The strategic objective is one of a supporting role for managing and maintaining compliance as it relates to service level agreements, governance, and strong customer relationships.  It provides a platform for Service Managers to delegate critical tasks and deliverables.  Thereby passing ownership and risk to an experienced Consultant, and enabling them to focus on the bigger wins for customer service and service design.
 
Key components of this supporting role include, but are not limited to:

 
Objective 2 – Fiscal Year Responsibilities
Service Managers are squarely focused on Customer Satisfaction and Operational Compliance to SLA.  In this, they must accept the challenge of being completely ‘bi-partisan’ in their ability to work in behalf of the Custom Portal Business Owners, and in behalf of MSIT and Custom Portal Operations.  This, in itself, spans their responsibilities across a multiple of internal functions which can be phased into H1 and H2 objectives.
 
At the start of every fiscal year there will be a strong focus on gathering business requirements and scheduling goals directly with custom portal customers.  Ongoing planning of customer-specific activities in alignment with the Microsoft Rhythm of Business is critical to the smooth run-state of each custom portal.  However, as the year progresses, information gathering will evolve to engagement management and high level operational communications between customers, operations, and partner organizations to ensure prompt and efficient Go/No Go decisions.   In parallel, inter-departmental collaboration with Support Tiers, as well as Change, Release and Problem managers, must be consistently developed and strengthened throughout the fiscal year.
 
Objective 2 – Service Manager Portal-Specific Responsibilities
(Best Practice:  Superior results are achieved when less than four (4) SharePoint Farms are assigned per Service Manager)

 
Objective 3 – Outline of Service Manager Deliverables

 
Objective 4 – Associated Core Competencies and Training