Service Lead

Atlanta | Chicago | Detroit area | Kansas City | Philadelphia area Valorem Reply, US - Microsoft Full Time

Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace. Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models, and design-led user experiences. Their innovative strategies and solutions securely and rapidly transform the way their 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 end-user 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 de-escalate 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 client-funded 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

  • Bachelor's degree or higher in computer science, engineering, or related field
  • 6 years of service fulfillment-related work experience in any capacity
  • 2 years total combined higher education or related work experience

    • Preferred Qualifications

  • 4 years of previous experience working in a role directly related to service delivery program management
  • 2 years of previous experience working as a Microsoft full-time employee or ISV in a service delivery program leadership capacity
  • Previous work experience in a consulting environment is a plus 
  • Familiarity with industry-leading 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  

    • Atlanta | Chicago | Detroit area | Kansas City | Philadelphia area

    Service Lead