Service Lead
Service Lead
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 70000 - 120000
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
Valorem Reply is an awardwinning digital transformation firm focused on delivering solutions around datadriven enterprise IT modernization customer experience product transformation and digital workplace by leveraging the power of Microsoft technologies. We provide hyperscale and agile delivery of unique digital business services strategic business models and designled user experiences. Our innovative strategies and solutions securely and rapidly transform the way our clients do business.
Valorem is looking for a Service lead who will work directly with clients to ensure a smooth flow of requests by effectively managing a team. You will be responsible for ensuring policies and processes are followed that are consistent with client expectations and an excellent enduser support experience.
Responsibilities
- Manage workflow/coverage needs and monitor overall team production reallocating resources as needed to ensure adherence to SLAs and associated metrics
- Provide escalation support for client services environment working with complex cases upset clients emotional situations etc
- Ability to deescalate situations as needed and exercise judgment when cases need to be escalated further
- Suggesting new procedures to improve customer service
- Ability and experience building new programs and/or processes from the ground up implementing assessing adapting and maintaining new processes/programs
- Work directly with project delivery teams to ensure they fully understand their specific obligations for the ongoing delivery of clientfunded services including best practices reporting standards and efficacy measurements
- Participate in periodic internal service fulfillment process audits and reviews with project delivery teams designed to provide improvement recommendations
- Act as a consulting voice to project delivery teams when incidents and issues occur that introduce potential or actual business risk to the client
Minimum Requirements
- Bachelors degree or higher in computer science engineering or related field
- 8 years of service fulfillmentrelated work experience in any capacity
- 2 years total combined higher education or related work experience
Preferred Qualifications
- 6 years of previous experience working in a role directly related to service delivery program management
- 2 years of previous experience working as a Microsoft fulltime employee or ISV in a service delivery program leadership capacity
- Previous work experience in a consulting environment is a plus
- Familiarity with industryleading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service Zendesk etc
- Familiarity with Azure DevOps as a work management system Previous work experience in a consulting environment is a plus
About Reply
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media industry and services banking insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI cloud computing digital media and the Internet of Things. Reply services include Consulting System Integration and Digital Services.
The base compensation range for this fulltime position is between $70000 $120000 plus benefits. Compensation decisions are supported through market data where regional variances may exist based on cost of labor. We also take into consideration prior experience relevant skills education and/or training certifications and as applicable other required qualifications. If you have questions regarding compensation the talent acquisition team can provide relevant details during the interview process.
Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process email us our website atwww.reply.comto learn more about our open roles.
Employment Type
Full-Time
Key Skills
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