Technical Service Manager

Job Title: Technical Service Manager

Location: Phoenix, AZ (Hybrid, 4 days from office and 1 day from WFH)
Duration: 6 -12 Months+

Job Description:

• The Technical Service Manager will be responsible for overseeing the technical support and service delivery for our clients.
• This role requires a deep understanding of IT service management, excellent communication skills, and the ability to manage multiple integrated applications.
• The Technical Service Manager will also be responsible for daily client meetings, including in-person stand-ups and Monthly Service Review (MSR) presentations.
• Domian knowledge: Retail
• Operational knowledge : Ecommerce project handling tickets/ Problem incidents and Service request for the mobile (Android, IOS), and Websites
• Work model: Hybrid, 4 days from office and 1 day from WFH.

Key Responsibilities:

ServiceNow Ticket Management:

• Oversee the handling and resolution of ServiceNow tickets.
• Ensure timely and effective resolution of issues reported by clients.

Client Interaction:

• Conduct daily stand-up meetings with clients to discuss ongoing issues and updates.
• Present Monthly Service Reviews (MSR) to clients, highlighting performance metrics, issues resolved, and areas for improvement.

Integrated Application Management:

• Manage and support multiple integrated applications within the IT ecosystem.
• Ensure seamless data feeds and scheduled job maintenance.

Issue Troubleshooting and Resolution:

• Troubleshoot system-level issues and provide effective resolutions.
• Proactively identify potential issues using error logging and alert monitoring tools.

Communication and Collaboration:

• Communicate effectively with business users to understand their issues and provide solutions.
• Participate in team meetings and collaborate with other departments to ensure smooth service delivery.

ITSM Methodologies:

• Utilize IT Service Management (ITSM) methodologies to manage and improve service delivery.
• Ensure adherence to ITSM best practices and processes.

Technical Expertise:

• Understand and apply technical concepts related to JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking.
• Stay updated with the latest technologies and industry trends.

Digital Experience and eCommerce Tools:

• Work with digital experience and eCommerce tools such as Salesforce Commerce Cloud, Google Tag Manager, and major content management systems.
• Provide technical support and guidance for these tools.

Retail Industry Experience:

• Leverage working experience in the retail industry to understand client needs and provide tailored solutions.

Relationship Building:

• Build and maintain effective partnerships with clients and internal teams.
• Foster a collaborative and team-oriented work environment.

Required Skills:

• 8+ years of IT experience, with a focus on handling ServiceNow tickets for Incidents and problems tracking ( does not require Tool/Admin capabilities.. but knowledge on using the tools to provide App support Governance)
• Experience working in an environment with multiple integrated applications.
• Understanding of data feeds in the IT ecosystem and scheduled job maintenance.
• Ability to troubleshoot system-level issues and provide resolutions.
• Capability to communicate effectively with business users, understand their issues, troubleshoot the problems, and provide solutions to the requestors.
• Familiarity with error logging tools and alert monitoring tools to proactively identify potential issues.
• Experience with ticketing tools, preferably ServiceNow, and a good understanding of ITSM methodologies.
• Excellent written and verbal communication skills, with the ability to communicate in team meetings.
• Effective partnering/relationship building abilities.
• Ability to understand technical concepts.
• Collaborative and a team player.
• Familiarity with digital experience and/or eCommerce tools such as Salesforce Commerce Cloud, Google Tag Manager, and major content management systems.
• Working experience with the retail industry.
• Understanding of JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking concepts.