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Client Services Mgr I

Blue Ash, OH, US

Requisition Number: 91597 

The Client Services Manager is a leader of large and complex End User Outsourced Programs within a specific geography or book of business. This role integrates into the client’s IT environment as a supporting leader to drive success of service delivery and client objectives. Incumbents will be experienced in IT operations, executive level communication, business analysis, continuous improvement and service delivery performance monitoring. This position will report to the Client Services Executive.


What you’ll do at Insight

  • Manages and develops organizations ranging from 20 to 100 technical resources with 8 to 10 direct reports.
  • Builds and leads teams in virtual and matrix reporting structures.
  • Maintain key relationships both internally and with client stakeholders.
  • Liaison between client and Insight leadership (i.e. Sales, Operations, Service Desk, Finance, Legal and Human Resources)
  • Monitor and mentor team member performance, including the reinforcement of Insight corporate initiatives.
  • Holds internal and client facing status meetings, monthly updates, and quarterly meetings that reports on performance, issues, and continuous improvement.
  • Maintain and uphold program and client processes and procedures in conjunction with contractual expectations such as SLA adherence, scope, and customer satisfaction.
  • Produces a regular status reports documenting program health, progress and financial trending relating to their program(s)
  • Analyze and resolve escalated client issues that have the potential to jeopardize the ability to  meet agreed upon deliverables.
  • Provide operational oversight for all services and provides Program Management support where required.
  • Resource management (interview, development, utilization, escalation, behavior and performance).
  • Maintain P&Ls, utilization reports, forecasting, and other operations functions related to their program(s).


What you’ll need to join Insight

  • 3-5 years of management experience in the IT field required.
  • Must have exceptional interpersonal skills to work with clients.
  • Ability to display high-level troubleshooting competencies required.
  • Must have ability to read, analyze, and interpret scopes of work.
  • Manage, mentor, and train team members experience a must.
  • Must be able to monitor and drive team to a goal/outcome.
  • Strong reporting skills in Excel needed.
  • Must have strong decision making and time management skills.
  • Ability to write reports and/or business correspondence needed.
  • Ability to effectively present information and respond to questions from groups of managers, customers, other employees a plus.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.



Posting Notes: Cincinnati || Ohio (US-OH) || United States (US) || None || None || US - Cincinnati, OH ||

Job Segment: Business Analyst, Program Manager, Sales Operations, Service Desk, Technology, Sales, Customer Service, Management

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