Manager, Services & Support Job Description

Manager, Services & Support Job Description

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Manager, services & support provides software lifecycle support for production applications and integration of the applications and associated services into the NCEI's architecture.

Manager, Services & Support Duties & Responsibilities

To write an effective manager, services & support job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, services & support job description templates that you can modify and use.

Sample responsibilities for this position include:

Liaise with end-users of systems management tools providing feedback on different use cases and situations to the management team of Global Systems Management
Design, develop, and implement processes, systems, and technology to support and enhance the
Support HRSS Leader to drive employee life-cycle related processes, systems standardization and optimization based on the business needs, responsible for service quality continuous improvement as per agreed KPI
Standardize and optimize key processes, design and develop related systems to enable process automation for high effectiveness and efficiency
Identify and coordinate training to ensure employees have knowledge of job expectations, an understanding of the programs, policies and systems offered
Leads analysis of organizational needs for development and implementation of clinical applications
Deliver online content to promote awareness of systems management solutions and user guides
Corporate action other Entitlements information received from vendors and other sources is accurately interpreted and recorded on the Corporate Actions Dept
The high degree of risk inherent in voluntary corporate actions and other entitlement events processing are identified, understood, and controlled so that financial losses due to misinterpretation of information or processing error are minimized
A high quality of specialized customer service is provided to Prime Services in Toronto and London

Manager, Services & Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Services & Support

List any licenses or certifications required by the position: ITIL, PMP, CPA, BLS, PRINCE, HDI, ITSM, AA, SCM, SCD

Education for Manager, Services & Support

Typically a job would require a certain level of education.

Employers hiring for the manager, services & support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Education, Business, Business/Administration, Management, Computer Science, Technical, Engineering, Administration, Science, Finance

Skills for Manager, Services & Support

Desired skills for manager, services & support include:

Sales processes and agile methodologies
Global Services & Support business areas
Professional Services Automation Tools
SFDC Platform
Core VMware solutions and future product direction
Order to bring their resources to bear in the resolution of account issues
Systems
Residents and their families
Nursing
To develop and assist in the implementation of special events

Desired experience for manager, services & support includes:

Monitor services being delivered to ensure adherence to Service Level
Agreement (SLA)
Handle customer relations management
Be the escalation point for Support Service related issues
Ensure service is at par if not better than industry standards
Manage group within the agreed budget

Manager, Services & Support Examples

1

Manager, Services & Support Job Description

Job Description Example
Our innovative and growing company is looking for a manager, services & support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, services & support
  • Responsible for assisting employees with their daily work assignments, such as setting priorities, time/resources planning, handling escalated issues/questions
  • Design and implement annual CSI survey for responsible service areas, lead team to develop improvement action plan and follow up for completion
  • Identify and adopt new ways of working and new processes to assure support is meeting customer needs
  • Work with relevant Service Area Managers to troubleshoot and assure complex problems are handed off in an appropriate manner
  • Manage and assess the vendors
  • Collaborate with HRBP’s, COE’s, Global HRS Counterparts, and other HR groups as needed
  • Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Maintains professional and technical knowledge by tracking emerging trends in customer care operations management
  • Manage a high demand/high volume technology support environment that involves both call center and desktop support activities such as hardware configuration and deployment application support
  • Support a geographically diverse client base serving both on-campus and off-campus locations including high profile audio/visual events
Qualifications for manager, services & support
  • Solid HR Functional Knowledge Base
  • Fundamental LSS knowledge and skill set, Basic Project Management & change management skill is a plus
  • Conflict management and mature problem solving and efficient solution providing
  • Continuous improvement for process efficiency and year over year productivity increase
  • Perseverance, Pro-active work & team management
  • Customer service mind-set, high confidentiality requirement, operational excellence, project management and change management capability
2

Manager, Services & Support Job Description

Job Description Example
Our company is searching for experienced candidates for the position of manager, services & support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, services & support
  • Define and implement a comprehensive strategy to manage RLHC's software license and hardware inventory
  • Work with Customer Support Lead Operations to align site workforce management and works with analytical resources as needed
  • Develop strong communication channels amongst peers, management and other appropriate parties across the organization
  • Initiate, lead and manage projects related to Supply Chain initiatives
  • Provide relevant guidance for the Customer Service, Research and Correspondence and Optical Scanning/Mail Room Manager and other SSC Directors to resolve internal and external issues
  • Inform SSC and Parallon leadership of any significant issues in the Support Services area
  • Inform Support Services management and staff regarding payer requirements, significant changes and developments
  • Monitor SSC Support Services performance according to quality and productivity standards developed internally and documented in SLAs
  • Complete monthly trending analysis of Support Services performance including action plans as deemed necessary
  • Follow overall market trends and communicate significant shifts to SSC Leadership and others as appropriate
Qualifications for manager, services & support
  • This position works closely with the SAS Dean’s Office, department Chairs and administrators, University Central Offices, external advisory boards, industry professionals, professional organizations and others
  • The individual in this position must be able to exercise independent judgment and sound decision making in coordinating meetings and events, handling inquiries for the Chair and Vice Chairs, and being able to problem solve, manage assigned operations and supervise support staff
  • They must assess situations and provide information where judgment, knowledge and interpretation are utilized
  • This individual works on broadly defined objectives with minimal guidance or oversight
  • They are expected to work independently to perform routine and non-routine tasks with the ability to exercise judgment and make decisions within established University policy and guidelines, bringing problems beyond their level of authority to higher levels
  • Minimum of at least three (3) years of progressively responsible experience in the administration of auxiliary operations and or business services, preferably in a non-profit or academic setting
3

Manager, Services & Support Job Description

Job Description Example
Our company is looking for a manager, services & support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, services & support
  • Manage content distribution to online channels, HR management systems and social media platforms to increase web traffic
  • Provides operational and technical support for Service Interruption Events
  • Brings all ITS resources together in order to meet business requirements
  • Leads activities with multiple disciplines (TSS, Infrastructure, Unified Messaging, Cybersecurity, Communications, Workplace Services, ) where various groups are engaged to achieve desired results
  • Responsible for development and management of staff and teams
  • Grows relationships with business leaders and customers at all levels in the organization
  • Assesses customer needs, priorities and trends through regular ongoing communication with clients
  • To manage the safety of the team at all times in line with company policy, This requires ensuring all CATS are reported on an ongoing basis tool box talks and as they are communicated from head office
  • To ensure achievement of the site financial results in terms of revenue and gross margin
  • To manage stock levels consumables and materials effectively ensuring that all purchasing is conducted following the RDM’s organisational guidelines ensuring all client stock is where needed is on site and ready for all scenarios
Qualifications for manager, services & support
  • Creates competencies for anesthesia techs, OR Core Specialists & Surgery Support Technicians
  • In conjunction with Anesthesia Lead and Educator, trains and orients new employees to department policies and procedures
  • Manages support staff as a professional team including components of disciplinary action according to facility policy
  • Conducts job and career interviews as required
  • Ensures and facilitates all standards of practice/recommendations of governing bodies are adhered to, monitored and evaluated
  • Ensures and facilitates infection control guidelines and standards are adhered to and monitored appropriately
4

Manager, Services & Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager, services & support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, services & support
  • Ensure that lessons learned are shared, distributed and incorporated into procedure/training documentation to prevent recurrence of issues/events throughout the fleet and ensure that information is communicated across departments and external business units as needed
  • Leads other solution focused assignments as required
  • Develop content strategy aligned with short-term and long-term HR service delivery objectives
  • Collaborate with HR Centers-of-Excellence and HR leadership to plan and develop site content, style and layout
  • Assist in the creation and publishing of engaging content
  • Develop and maintain an editorial calendar and ensure content team is on board
  • Develop and maintain scripts for call center representatives and online chat tools
  • Work closely with Workday functional lead and each COE to update online materials as needed to support Workday releases and process enhancements
  • Ensure compliance with law
  • Evaluates and identify opportunities for process improvement and makes constructive suggestions for change
Qualifications for manager, services & support
  • Extensive securities knowledge gained through financial services background and completion of industry related courses and a Commerce or Business Degree
  • Strong analytical skills in order to effectively manage situations not covered by documented policies and procedures and to identify, assess, and react to financial risks associated with voluntary corporate actions/entitlements
  • Report to the CTO and head of technical account management
  • DriveBusiness Excellence Strategy
  • Outstanding customer service skills and phone skills
  • Good knowledge and experience of business planning and development
5

Manager, Services & Support Job Description

Job Description Example
Our company is looking to fill the role of manager, services & support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, services & support
  • Responsible for managing special orders, inventory control management, charge capture/entry, equipment and instrumentation repairs, equipment coordination
  • Participate in capital planning process
  • Partnering with various commercial leads including but not limited to Sales operations, brands, Revenue Management and others to understand needs based developing necessary action plans
  • Answering customer requests and delivering AIS commitments and deliverables within an acceptable/agreed timeframe (on time, on cost, on quality), consolidating the KPIs to manage activity performance
  • Defining targets (cost, lead time and quality) for the closure of CL / warranties items, controlling costs related to CL / warranties versus budget
  • Supporting spare parts / RSPL sales management team
  • Identifying services opportunities with customers (prospects) and managing services/upgrades requests in coordination with AIS sales department, including quotation and commercial offers preparation
  • Preparing / updating KPIs and regular reports to AIS management
  • Performs root cause analysis of cases to identify needed improvements
  • Defines and executes a process which captures the Voice of the Customer
Qualifications for manager, services & support
  • Industry certifications (PMP, ITIL, Six Sigma) preferred
  • Business Administration, Management, Human resources
  • Possess integrity and commitment to compliance
  • 5 years of experience in web content management and portal/website maintenance
  • The CSM shall have no less than 10 years’ experience managing a customer service center for a large tenant population to include multiple customer groups
  • CSM will demonstrate operational and management experience in customer service operations

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