Operations & Service Manager Job Description

Operations & Service Manager Job Description

4.5
186 votes for Operations & Service Manager
Operations & service manager provides 2nd level technical support for the MST network, including troubleshooting voice, video and data (IP) traffic.

Operations & Service Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Review data from auditing and other quality assurance methods and analyze trends to identify opportunities for process or procedure enhancements
Provide support and guidance on proper ticket management to the concerned parties (deliver training, assist with process development)
Identify self-service and automation opportunities and follow-up with Wipro and EA to ensure implementation of these opportunities
Performance trending analysis to ensure continual service improvement
Develop improvement plans and follow up through completion
Act as liaison between Site IT, Business Stakeholders and Global IT Functions
Partner with Business Stakeholders to understand their respective business unit goals
Form and engage in collaborative relationship with supporting global service lines
Establish and maintain working relationships with key vendors as needed
Awareness of and commitment to the Global Service Desk Business Plan objectives and measurements

Operations & Service Manager Qualifications

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

Licensing or Certifications for Operations & Service Manager

List any licenses or certifications required by the position: ITIL, PMP, II, CISSP, PMI, RCV, OSA, IAT, CSM, V3

Education for Operations & Service Manager

Typically a job would require a certain level of education.

Employers hiring for the operations & service manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Engineering, Management, Technical, Business/Administration, Computer Science, Communication, MBA, Leadership

Skills for Operations & Service Manager

Desired skills for operations & service manager include:

Transport
Voice
IP and Data
IP
Data
Fiber and Managed Services
Modifications
Options in CDN
Storage
Caching

Desired experience for operations & service manager includes:

Deep understanding of web infrastructure operations and delivery
Requires 7 or more years of experience in all aspects of IT
Requires 3-5 years of experience in the management of IT
Experience with establishing and maintaining processes, procedures and policies
Experience in managing/coordinating projects in a support environment
Extensive knowledge of current Microsoft Office products

Operations & Service Manager Examples

1

Operations & Service Manager Job Description

Job Description Example
Our growing company is looking for an operations & service manager. 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 operations & service manager
  • Achieve business and organization goals, visions and objectives
  • Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers)
  • Identify opportunities to optimize supplier base, re-bid services, terminate contracts
  • Responsible for high level of customer satisfaction in the region
  • Functional and disciplinary leadership of the Service Team in the region
  • Responsible for developing the personnel ensuring their motivation, continuous development and achievement against regional targets
  • Dealing with complaints continuous supervision of the customer satisfaction
  • Developing actions on the basis of provided market analysis
  • Motivating and educating staff to deliver on departmental customer satisfaction to ensure our customers receive world class service
  • Handles or assists in resolving the most complicated technical and/or complicated transactions and operational issues
Qualifications for operations & service manager
  • Office 365 skills a plus
  • Reporting and analysis of operational metrics in an application maintenance environment, preferably in an outsourced managed services contract environment
  • Administering service delivery compliance to managed services contracts
  • Project management tools and methods, including Agile and Lean, desirable
  • Ability to influence and lead others, without direct reporting relationships
  • Confident presenter in formal and informal settings
2

Operations & Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for an operations & service manager. 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 operations & service manager
  • Establish and maintain strategic level working relationship with functional counterparts in the Technology Domain teams
  • Generate strategies for enhancing operational efficiency and effectiveness ways to improve productivity across functional areas within the process area
  • IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools
  • Drive Service Introduction planning and decision making processes in line with organisational time lines
  • Manage the service improvement roadmap and ensure process artefacts are regularly reviewed, audited and subject to continual improvement to remain fit for purpose
  • Builds and maintains relationships with HR partners and line of business executive teams and hiring managers in support of hiring needs and goals
  • Builds and executes talent acquisition strategies in support of a defined line of business(es) Supports a significant portfolio of requisitions and manages workflow and volume of portfolio for their recruiting team
  • Manages an outstanding recruitment team to support business strategies
  • Produce monthly operating report detailing center activity, trend analysis, goals/objective status and special projects
  • Ensure staffing levels are appropriately addressed by overseeing staffing based on analysis of call patterns, call volume, available personnel and adjusts departmental schedules based on needs
Qualifications for operations & service manager
  • 5-7 years leadership experience, extensive customer service and financial services experience, strong communications skills, able to handle multiple priorities and deadlines efficiently and effectively
  • ITIL training or certification is consider an advantage
  • Has full supervisory responsibility for a department
  • Must have familiarity with standard communications and collaboration tools/platforms, , SharePoint, Slack, Salesforce Chatter, Yammer
  • Extensive knowledge and understanding of change, configuration, and release management processes within the ITIL framework
  • Recommends and administers corrective actions as appropriate
3

Operations & Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of operations & service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for operations & service manager
  • Allocates the appropriate resources to achieve repair schedules, ensuring field replaceable units (FRU’s) are available to meet daily customer demand throughout the product lifecycle
  • Plans, creates and administers procedures and annual operating plans managing responsible expenses
  • Manages a team of skilled technicians and assemblers performing test and repair of complex printed circuit board assemblies, sub-assemblies and manufactured equipment
  • Responsible for interacting with Field Service on a global basis to address and resolve issues, along with process improvements that streamline field repair activities and costs
  • Responsible to ensure Ultrasound achieves best-in-class CQ, IMV and NPS scores, as they relate to parts and planning support for the Field
  • Collaborates with contracts team to satisfy resourcing requirements
  • Provides input into strategic plans for the continued expansion of services and capabilities within the area of responsibility
  • Investigates competitor activities and conducts relevant market research that enables market competitiveness
  • Works closely with Product Line Managers to plan and provide training for new products
  • Develop key measurement indicators as defined and agreed to by management
Qualifications for operations & service manager
  • Proactively monitor the utilisation of resources
  • Must be have a good overall presentation, for example, this person is usually the first person the client interacts with at the firm
  • Must be motivated, intelligent, and passionate about the firms philosophy
  • Expert at building relationships, ability to engage in a positive, upbeat manner
  • Actively stays abreast of changes in the labor market, talent pools, compensation, titles, skills, competitors
  • 1-2 years of grocery or retail experience preferred
4

Operations & Service Manager Job Description

Job Description Example
Our company is looking to fill the role of operations & service manager. 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 operations & service manager
  • Act as point of contact for the field when the Deal teams identify security clearance requirements for new or existing deals
  • Coordinates sales forecasting, monthly operating review planning and budget process used within the organization
  • Implements technologies, including CRM, to the field teams
  • Provides input to senior leadership regarding the development and administration of sales and service delivery incentive plans
  • Provide after-hours support for operational emergencies (when required)
  • You provide excellent support in building and improving service propositions, service intake documentation, vendor set-up, operating models for web hosting and domain management
  • You help to standardize the process for requests
  • Undertake Service Reviews and ensure that resulting actions are addressed in a timely manner and tracked within a Service Improvement Plan as required
  • Manage the maintenance, changes and financial administration of existing platforms including updates and the (technical) release calendars
  • Create a framework for Service Level Agreements (SLA’s) reporting by international vendors and manage reporting to stakeholders related to the support and maintenance
Qualifications for operations & service manager
  • Optimise use of Service Introduction resources (permanent and flex) across programmes and projects
  • 3+ year related Property and Casualty Insurance experience
  • Previous supervisory responsibility strongly preferred
  • Proficiency using MS Office products and Insurance Rating systems
  • At least 5 - 7 years relevant service and/or operations experience, including a strong working knowledge of regulatory environment
  • Ability to work effectively with internal and external partners at all levels
5

Operations & Service Manager Job Description

Job Description Example
Our company is looking for an operations & service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for operations & service manager
  • Will require to work shifts (include weekends and public holiday)
  • Support APC Environment
  • Supporting over 250 + Airports worldwide for CUTE/CUSS/Self Services
  • Support is based on Windows environment (Win2K3, Win2K8, SQL, VM Ware)
  • Support Fastcheck and Webcheck product
  • Approximately 15 million check-in per year
  • Mixed production environment consisting of 70+ Servers (Windows and Linux)
  • Will be responsible for leading other Service Managers in the branch
  • Feature handover to Release Train Engineer and teams
  • Guards and ensures the Agile end-to-end process is followed and necessary process outcomes are not skipped
Qualifications for operations & service manager
  • Ability to work in a face-pace environment with regulatory deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Self-motivation and able to take responsibility
  • Manage the Multivendor SOC operations under a Master Service Agreement whereas Nokia operates the NW
  • Interface with Customer’s Operations Director and MVNx Operations Directors in all SOC-related issues
  • Champion of the Customer experience for the North American ATM channel

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates