Client Services Representative managing relationships with international clients at a SaaS company. Responsible for customer satisfaction, onboarding, and promoting product adoption.
WA
Hybrid Client Services – Production Control Manager
Posted 3 months ago
About the role
- Client Services & Production Control Manager overseeing IT service coordination and customer-facing operations at the Washington Health Benefit Exchange. Driving process improvement and managing support teams.
Responsibilities
- Strategic Leadership in Technical Operations and Systems Engineering
- Strategic Alignment & Standards: Guide system engineering to support business goals, approve technology standards, and prioritize initiatives like device management and endpoint security.
- System Design & Deployment Oversight: Review and validate infrastructure deployments for scalability, compliance, and performance across client systems and cloud services.
- Security & Service Administration: Collaborate with the Security team on endpoint protection, manage O365 tenant configurations, and ensure SharePoint and cloud services are properly maintained.
- Performance Monitoring & Reporting: Track key metrics (uptime, patching, incident resolution), communication risks and progress to leadership, and conduct regular system health reviews.
- Policy Compliance & Audit Readiness: Enforce IT policies, managing licensing and access controls, and support internal and external audits for compliance across systems and services.
- Supervise Client Support and Prod control teams, setting daily tasks and performance goals.
- Monitor and triage IT helpdesk tickets, ensuring timely resolution and escalation.
- Lead development and optimization of ITSM workflows and automation using Lean principles.
- Facilitate post-implementation reviews and continuous service improvement efforts.
Requirements
- Five years of progressive management experience overseeing high-performing IT teams responsible for client operations, production control, change/incident management, and help desk functions.
- Expertise in Change and Release Management, with a focus on strengthening IT operations and driving continuous process improvement. (I can also go with “significant experience” here instead of “expertise”).
- Demonstrated experience advancing IT Service Management frameworks and operational efficiency.
- Strong skills in IT coordination, communication, and stakeholder engagement.
Benefits
- Take a peek at our benefits package.
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