About the job
Are you passionate about working at the intersection of customer service, quality, and operational excellence? Join us as a Service Integration Manager at Centric. Your customer-centric approach, commitment to agreements, and drive for continuous improvement will ensure client satisfaction and a robust service organization. Energized by client interactions and orchestrating operations, you will continuously enhance our services. With your critical perspective and collaborative spirit, you will elevate both our service delivery and client relationships. Embrace these opportunities!
Key Responsibilities
As a Service Integration Manager, you will manage tactical client communications and regularly review service progress, KPIs, client needs, and improvement opportunities. You will translate client requirements into actionable plans within the organization, effectively guiding quality, consistency, and results. Additionally, you will contribute substantively to procurement and proposal processes, advising on feasibility, risks, and impacts on our services to ensure realistic and executable expectations.
- Monitor client and service agreements
- Discuss, draft, and maintain SLAs and DAPs
- Conduct periodic service discussions with clients
- Track KPIs, prepare reports, and present findings, explaining any unmet KPIs
- Coordinate client escalations within the service window
- Act as the primary contact for clients at operational and tactical levels
- Align with internal teams (support, project management, sales, development)
- Enhance service delivery
- Initiate and coordinate adjustments in service or contract agreements
- Discuss innovations and optimizations with clients
- Advise on tenders and proposal processes
- Evaluate operational feasibility, risks, and impact
- Collaborate with all service teams
