In this role, you'll be the go-to person for managing Service Desk agreements, leading a team of coordinators, and partnering with clients and internal teams to deliver exceptional results. If you're organized, customer-focused, and thrive in a fast-paced environment, we'd love to hear from you.

• Own and manage Service Desk client agreements from start to finish.
• Ensure service levels are met and clients receive consistent, high-quality support.
• Build strong relationships with clients and collaborate closely with Sales, Operations, Finance, PMO, and external partners.
• Lead the planning, setup, and ongoing management of service agreements.
• Define project scope, goals, deliverables, and resource requirements.
• Manage and support Service Desk Coordinators, helping them succeed in their roles.
• Track service performance and key deliverables using the appropriate tools and systems.
• Review metrics, identify areas for improvement, and develop solutions to enhance service delivery.
• Manage changes, updates, and improvements to ensure successful contract outcomes.
• Conduct service reviews and evaluate overall contract performance.
• Work with internal teams to maintain and improve contract profitability.
• Pitch in on additional projects and responsibilities as needed.

• 3-5 years in project management or customer service management experience
• Technical knowledge of POS a plus
• Strong problem-solving and critical-thinking skills
• Excellent organization and planning abilities
• Confidence making decisions and prioritizing competing demands
• Strong communication and relationship-building skills
• Ability to manage conflict and navigate challenging situations professionally
• Comfortable working under pressure and adapting to change
• Financial awareness and budget management experience
• Collaborative mindset and team-first approach
• Strong negotiation and delegation skills
• Dependable, accountable, and highly organized