Senior Service Manager Job Description

Senior Service Manager Job Description

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Senior service manager provides information and assistance to customers including: plumbing, heating, ventilation, and air conditioning contractors and others involved in the construction projects.

Senior Service Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Maintain relationships with various vendors to ensure training is obtained on new products
Manage effectively through change, and be an advocate for new products/processes
Manage the correct functioning and maintenance of all internal and external systems and products serviced by Service & Infrastructure Operations
Proven track record successfully shipping high performance SaaS or Web Services products within time and resource constraints
Budgeting, budget performance monitoring
Development and introduction of administrative policies and procedures
Coordinating all office functions and providing office with
Furniture, supplies, food
Interaction with the landlord and maintenance on all questions
Search for suppliers and contractors, contract management

Senior Service Manager Qualifications

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

Licensing or Certifications for Senior Service Manager

List any licenses or certifications required by the position: ITIL, PMP, PMI, CCNA, MCSE, SLA, ITSM, ITIL3, V3, SMC

Education for Senior Service Manager

Typically a job would require a certain level of education.

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

Skills for Senior Service Manager

Desired skills for senior service manager include:

Brokerage industry
Contract terms and conditions
Data flows between interfacing systems
Products
BI solution design & delivery with ability to analyse and resolve issues beyond application level
HSBCnet policies
HSBCnet product
Heating and air conditioning unit repair and maintenance
Lighting fixtures
Plumbing

Desired experience for senior service manager includes:

Providing and control of repair works in office
Workspace arrangement, organizing internal relocations
Mobile communication management
Ensuring the fire safety
All questions
New offices opening and staff relocation

Senior Service Manager Examples

1

Senior Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a senior 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 senior service manager
  • Primary point of contact for the end to end relationship and service management of highly complex and /or Tier 1 Global Corporate, Non-Bank Financial Institution (NBFI), Government or National Client Group (NCG) clients, understanding Client First focus is paramount and a continuous improvement mindset is key to support and execute on client and business strategies
  • Facilitate internal/extra cross-functional meetings and conference calls relating to client amalgamations, mergers, acquisitions, divestitures and general restructuring scenarios
  • Take a leadership role assisting colleagues with escalations and works with them to complete cause and effect analysis ensuring gap mitigation plans are implemented
  • Mentor and coach the centre employees as it relates to process, product and service by sharing knowledge and experience openly and embrace change and support colleagues for success
  • Consistently react and adapt to changing business environment with an urgency to deliver high level of quality service
  • Build and maintain strong working relationships with client base
  • Manage performance of team, using appraisal, P4P, and performance management process
  • Leverage internal resources to assist in resolving client and team issues
  • Communication to clients, associates and colleagues in regard to all matters that may affect client payrolls / service delivery
  • Client visits and visits to Chertsey office when necessary
Qualifications for senior service manager
  • Money Movement or Risk & Controls knowledge
  • Proven ability to analyze business needs and implement strategic initiatives
  • Demonstrated people leadership experience through direct leadership
  • Must have strong software skills (Microsoft Office applications)
  • Understanding of the FDA regulated environment is a plus
  • Must have the ability to lead project teams
2

Senior Service Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of senior 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 senior service manager
  • Manage and improve associate engagement results through effective and robust improvement plans
  • Maximise NPS and use client feedback to identify and act upon areas for improvement
  • Analyse performance reports to identify trends and areas for improvement
  • Implement policies, standards, and performance metrics to continuously improve productivity and service quality
  • Drive change for long term improvement
  • Adhere to all Regulatory and Compliance rules and regulations
  • Maintain strong working relationships with all key-decision makers to ensure CSo requirements met
  • Work effectively with partners across CCSo, and CCB
  • Align priorities to broader business strategy
  • Delivering Service Management transformation
Qualifications for senior service manager
  • Ability to strategically plan and tactically implement is necessary
  • Must have ability to anticipate future consequences and trends accurately
  • Functional and technical knowledge and skills to do the job at a high level of accomplishment are essential
  • Must be knowledgeable about how organizations function
  • Ability to work independently and as part of a team is vital
  • Must be able to travel 20-25% of the time, including international
3

Senior Service Manager Job Description

Job Description Example
Our growing company is hiring for a senior service manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior service manager
  • Working knowledge of Products supporting Audience Solutions delivery such as CDI (AbiliTec/NCOA,Global CDI), Recognition Manager, Data Products (InfoBase, Risk)
  • Driving IT process and ITSM tool assessment and requirements definition activities and developing transition approaches
  • Managing Service management, IT process and ITSM tool design activities Implementation of new processes and service management capabilities
  • Configuration and implementation of ITSM tools and policies to support the processes and organisational structures
  • Identifying opportunities for service management and data centre operations improvements based on benchmark data and conducting high-level cost benefit analysis
  • Working on consulting projects across a variety of industry sectors
  • Implement safety policies and instructions
  • Lead the design, documentation, implementation and improvement of Service Introduction standards, processes, tools and ways of working to support the Technology Services operating model and different delivery methods
  • Ensure Service Introduction process artefacts are regularly reviewed, audited and subject to continual improvement to remain fit for purpose
  • Ensure that the views of stakeholders are considered, verified and validated
Qualifications for senior service manager
  • A desire to lead in a dynamic environment, and an ability to prioritize his/her own actions those of his/her team
  • 3-5 Years of Experience as a Service Product Manager, or equivalent experience
  • Bachelor's degree, preferably in Business or Management, or equivalent experience
  • Strong business acumen and ability to create business cases to support recommendations
  • Proficiency with PC and basic Microsoft applications such as Word/Excel/PowerPoint is required
  • Superior negotiation/communication skills
4

Senior Service Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a senior service manager. 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 senior service manager
  • Document and communicate changes to process, tools and templates
  • Quality Management Directly involved in strategic quality planning by developing corrective action and counter measures to operational quality issues
  • Oversees each work order to ensure that it is properly and quickly completed
  • Keeps a preventive maintenance schedule and assigns tasks to get it completed
  • Hires, trains, and develops the staff under his/her guidance
  • Timely, accurate and complete Service Management cost estimates
  • Detailed input to the service design of Managed Service proposals
  • You will be the accountable CSG Carrier Operations Service Management contact, working in partnership with the CSG Sales and Account team, your own management team and other CSG competency-based functions (Global Services, IT Operations, Research and Development, ) to deliver quality cost estimates, service design, and later to deliver quality service to in-life client(s)
  • Initially an individual contributor, but later as an in-life client leader, focus on staff mentoring and building a successful team which will in turn deliver the top level customer service required to look after your client
  • The client includes Heads of Technology, local technology management, IT Co-ordinator, Editorial and business stakeholders
Qualifications for senior service manager
  • Excellent problem-solving and problem resolution proficiency
  • Leadership - People centric inspirational leader with a diplomatic manner - but also tenacious and able to "break down doors"
  • Extensive background in Operations and/or Technology environment
  • Effective, proven leader
  • Ability to communicate effectively, show leadership presence, and represent CSo with vendors
  • Strong customer/client focus while ensuring a sound control environment
5

Senior Service Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of senior service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior service manager
  • Required to have an in-depth understanding of the client’s business drivers, processes, service user communities and organisational structure
  • Required also to have a thorough understanding of how the clients business uses the services at the coal face
  • Required to be an expert in the catalogue of services consumed by stakeholders (EUC, P&B, Online) and the processes through which those services are accessed, controlled, updated and changed
  • Able to direct stakeholder on how to obtain, use and feed back on the catalogue services
  • Runs service forums, health checks and other meetings for stakeholders
  • Accountable for ensuring that communications from the Service Management team into the clients business are effective, timely, standardised, reviewed and improved regularly
  • This role is responsible to drive significant improvements in advisor and client service experience
  • This position will design, gather and/or conduct research to meet business objectives by working with internal and external partners
  • Support governance and measurement of the end-to-end customer service experience
  • Conduct measurement of customer experience
Qualifications for senior service manager
  • Project experience in performing process design, implementation, and configuration of ITSM tools
  • Experience with, BMC, HP, newScale, ServiceNow,CA or other service management tool sets beneficial
  • Previous relevant experience working within a team-oriented, consulting environment using Service Management processes and tools
  • Service Management Industry Certification, ITIL v3 beneficial
  • Support the service development regarding service transition activities creating and evaluation of the service transition annex
  • Manage the transition related quality gates / milestones incl

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