Service Manager

Who We Are:

Esko is a part of Veralto's Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World's Most Vital Resources.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto's Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world's food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto's Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job Summary

The Service Manager oversees the end-to-end delivery of services to our clients, ensuring that they receive exceptional support and solutions. We seek an individual with a strong background in service management, adept at coordinating teams and maintaining high client satisfaction.

Job Description

• Strategic Leadership: Develop and implement a global IT service delivery strategy aligned with organizational objectives. Collaborate with IT and business stakeholders to define service delivery standards and performance metrics.
• Global Service Delivery Oversight: Oversee the delivery of IT service across all regions, ensuring the adherence of service level agreements (SLAs), and key performance indicators. Implement continuous improvement initiatives that enhance the quality and efficiency of services aligned with business objectives.
• Business Relationship: Effectively build strong relationships with regional business leadership to understand local challenges and strategies. Partner with key stakeholders to provide solutions and align priorities to help support overall business goals and objectives.
• Stakeholder Engagement: Collaborate and partner with internal stakeholders to understand business requirements and align service delivery accordingly. Act as the primary point for escalated service delivery issues.
• IT Collaboration: Works closely with the regional Geography Engagement Leaders to understand opportunities for improvement and resolution of systemic service challenges.
• Escalation Management: Oversee the resolution of escalations from internal teams or business colleagues regarding service delivery issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.
• Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.
• Service Reporting and Communication: Prepare and distribute timely service status reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication.

Eligibility Criteria:

• Bachelor's degree in information technology, Computer Science, or a related field.
• 3-6 years of experience in IT service delivery management, 3 years into handling Incidents, Problems and Changes.
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Experience in managing escalation, resolution of complex issues.
• Basic understanding of AWS infrastructure, Databases, Cloud Computing.
• Exposure to maintaining SLA timelines and Major Incident Handling.
• Excellent problem-solving and decision-making skills, with the ability to remain calm and focused on high-pressure situations.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management.
• Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment.
• Relevant certifications, such as ITIL Foundation or other related certifications, are highly desirable.
• Flexible working in a 24*7 environment.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other's differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers' most pressing needs. And we would love to have you on this journey with us Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.