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Service Request Manager

Black Box Corporation

This is a Full-time position in Dallas, TX posted July 17, 2021.

Website Overview Manage staff responsible for Intake Team activities and ensure a smooth transition of all Service Requests through the intake to the handoff to delivery team, as well as coordination and oversight of progress and customer satisfaction including client follow-up after completion of service requests. Ensure Service Requests are delivered to clients in a consistent, timely, high quality and professional manner consistent with company initiatives and client expectations. Alignment and shared accountability to financial targets inclusive of annual budget, gross profit and related financial metrics within area of responsibility. Ensure activities are achieved that meet corporate client satisfaction objectives as well as internal and external SLAs. Responsibilities Manage the Service Request Fulfillment Intake Team inclusive of the people, process, technology and metrics to ensure services are delivered in a consistent and repeatable manner. Provide subject matter expertise to develop service request processes and methodologies within the service management tool (ServiceNow). Evaluate and manage service request activities to enhance process flow, provide quality and timely solutions, take appropriate actions to grow revenue, and maintain or improve service levels and gross margin. Develop Intake team to ensure the client experience meets client satisfaction metrics. Create training and develop strategy to include mastery of providing a differentiated and professional client experience and achieve sustainable growth. Drive continual increase of technical knowledge of Black Box products and service offerings. Meet goals for area of responsibility including analysis and performance management, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance. Manage and align with all financial performance objectives inclusive of gross profit, revenue generation and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed. Manage, implement and continuously improve operational strategies, business plans, goals, core competencies and processes for service request delivery to ensure stable and quality product service delivery consistent with company objectives and client expectations. Oversee communication and documentation of issues, action plan and outcome, and distribution across all appropriate teams. Monitor service request fulfillment work activities and outcomes and proactively identify and remove barriers to meeting client expectations. Escalate issues as appropriate using established processes and methodologies. Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service request operations and the client experience across all appropriate teams. Foster and ensure collaborative working relationships within GSI operations and across all levels and departments of the organization to execute service request fulfillment functions and company priorities. Performance management of service request fulfillment intake team, including hiring, coaching, performance feedback and reviews, terminations, rewards determination, training and development. Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent. Achieve performance targets established by leadership for applicable Key Performance Indicators. Perform other duties as assigned by management. Qualifications Bachelorrsquos Degree in Information Technology, Computer Science or related field, or equivalent, relevant experience. Minimum of 5 years with increasing Help Desk or service request management responsibilities within the technology services industry. Experience with post-sales client service, service request fulfillment preferred. Demonstrated strengths in ability to clarify goals objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees. Continuously expand and leverage knowledge of market and industry benchmarking with success in identifying, recommending and implementing best practices, methodologies, analytics and industry trends. Excellent management skills ability to motivate team to achieve results ability to influence and inspire action through strong decision-making skills. Understands how change affects employees and utilizes strategies to reduce risk to the organization. Ability to work effectively across all functional groups to optimize product service offerings, create a seamless internal and external client experience and resolve issues. Ability to identify talent and build employee skills and capabilities. Strong problem solving skills to effectively influence decision making. Experience handling employee issues and making sound judgment decisions in this area. Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management such as ServiceNow and cloud based technology systems. About UsWhat’s in it for You? Joining Black Box means yoursquoll have the opportunity to work on exciting, highly visible projects with our customers. Yoursquoll get to know large and small organizations across the world and work to deliver best in class IT solutions. Yoursquoll be rewarded with a variety of experiences, development opportunities and exposure to some of the world’s most admired companies. In addition to these rewarding experiences, yoursquoll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country region. About Black Box Black BoxRegistered is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5GOnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT. We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of ANetworks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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