Service Operations Job Description
Service operations
provides oversight around new and existing processes, maintaining and improving process management policies and procedures in alignment with ITIL and other leading practice frameworks.
Service Operations Duties & Responsibilities
To write an effective service operations job description, begin by listing detailed duties, responsibilities and expectations. We have included service operations job description templates that you can modify and use.
Sample responsibilities for this position include:
Liaise between the business users, technical teams (on & offshore) and third parties to build solutions based upon agreed business requirements and functional designs
Liaise between the business users, technical teams (on/offshore) & 3rd parties to build solutions based upon agreed business requirements & functional designs
Maintain awareness and knowledge of new product rollouts, technical service bulletins, ECNs, and flash notices that apply to inventories and repairs maintained by the assigned service partners
Drives improvements into production operations and ensures program runs as an industry best practice
Keeps abreast of technology changes and innovations in the information technology field, especially as it applies to System Operations
Create ad-hoc analyses complex models that yield clear, tangible metrics for performance assessment, improvement, and alignment
Evaluating user needs & system functionality
Managed Services Contract Administration
Develop and Maintain Training and Reference Material
Service Delivery Metrics Review and Recommendations
Service Operations Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Operations
List any licenses or certifications required by the position: ITIL, VLSS, PMP, MCSA, CCNA, CCENT, CSM, QMS, AWS, O365
Education for Service Operations
Typically a job would require a certain level of education.
Employers hiring for the service operations job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Engineering, Computer Science, Technical, Management, Business, Business/Administration, Associates, Information Technology, English
Skills for Service Operations
Desired skills for service operations include:
Excel
Processes and banking systems
Technical
Specialty area
Our products
Job and company policies and procedures to complete a variety of assignments
Operations
Process management and products
Microsoft Office
ITIL
Desired experience for service operations includes:
Ensure that all service and operational deadlines are met
Act as escalation point for any operational issues within scope
Support in the definition of the overall IT SM strategy
Understanding of how to estimate project effort, create plans and maintain project budgets
Organised & demonstrates excellent time-management skills
Solid and demonstrable track record of service management at a senior level, delivering business requirements, functional specifications, and process documentation
Service Operations Examples
1
Service Operations Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service operations. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service operations
- This role requires strong communications skills and imaginative, bold thinking in all situations
- Managing and tracking state abatements to completion
- Assist field service, sales, and systems teams to collect and prepare information related to service partner’s performance and other unique account situations that may arise
- Function as the primary service representative for assigned accounts
- Build and maintain dashboards to verify stats provided by assigned service partners
- Perform periodic audits of open service repairs, recent repair performance
- Build team of representatives through conducting interviews and making hiring decisions
- Ensure all Client quality and compliance quota demands are met and exceeded
- Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by the Client
- Act as a Subject Matter Expert for assigned program (be knowledgeable of all “ins” and “outs” and prepared to educate others on them)
Qualifications for service operations
- Extensive IT programme and project management experience
- Experience of working with both on-shore and off-shore development teams and external third parties
- Interface with Service Management team to ensure service is aligned to business needs with flexibility to adapt as required
- Take lead on Problem Management
- Resolve resource conflicts
- Provide leadership, guidance & career development for members of the team
2
Service Operations Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service operations
- Have a solid grasp of post sales and professional services business functions, including sales, training and enablement and project/program management, customer success, customer support and consulting services operations
- Directs and coordinates the development and implementation of repair process activities with in the Service Operations Repair Center to meet global fill-rate targets, quality criteria (DEFOA’s), and cost objectives (AOP)
- Selects, develops, leads, coaches and evaluates personnel to ensure efficient operations
- Educate, motivate, lead, guide, and direct all assigned representatives to reach their highest potential
- Troubleshoot any issues representatives are experiencing with internal systems
- Follow the LTOW Process
- Have the ability to work on SharePoint sites and close them as needed daily
- Holding regular service review meetings with our vendor, managing two support staff directly that support Front Office
- Manages service desk staff to identify, prioritize and resolve problems with information technology products and services in a timely manner
- Leads and coordinates major incident management
Qualifications for service operations
- Good understanding of impact and importance of storage services to customers
- Interface with Service Management team to ensure service is aligned to business needs with the flexibility to adapt as required
- Ownership and governance around Transition to Service process
- Ensure robustness of overall Change Management process
- Take the lead on Problem Management
- Previous experience of leading and developing a non-project team
3
Service Operations Job Description
Job Description Example
Our company is hiring for a service operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service operations
- Understanding of ITIL aligned Incident, Problem and Change processes
- Diagnose technical problems, determine corrective actions, and repair products via remote or on-site service
- Coordinate laboratory testing and notify field technicians if production tests have shown resolution of technical issues
- Monitor GMP Operations (~$20M) to ensure compliance with budgets and provide recommendations to GMP management regarding allocation and prioritization of resources (effort, training, travel and procurements)
- Establish and cultivate business relationships with key support partners within WWISDM organization, across IT
- The active monitoring of the SITAONAIR infrastructure and services, analysis of network and system events, taking appropriate action to reduce or eliminate any service impact., including switch-over of Datalink systems
- Support global base of customers
- Issuing customer advisories and internal incident notifications
- Manages repairs requiring knowledge of procedures utilised within the international market place
- Ensures proper job management and cost control by reviewing service financial statements with mechanics
Qualifications for service operations
- Self-starter who can operate without day-to-day management oversight
- Must be able to communicate at all levels of the enterprise
- Directing all activities for and guiding operators and their activities for assigned area/shift in the execution of logistics plans (receiving, line supply, packaging, shipping)
- Operating shipping/receiving in accordance with Food and Drug Administration guidelines, Good Manufacturing Practices and Hazard Analysis and Critical Control Point / Safe Quality Food program guidelines
- A bias toward leading change through collaboration and persuasion
- 2-4 years of contact center supervisory experience
4
Service Operations Job Description
Job Description Example
Our innovative and growing company is hiring for a service operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service operations
- Escalation point for IT service delivery / operations concerns from the business and customers
- Drives the day to day implementation and effective operation of the ITIL V3 service delivery processes between the business, 3rd Parties, and our customers driving effective day to day management of those processes with continuous improvement and appropriate control cycles
- Coordinate DB’s analysis of vendor’s performance results and represent the function in stakeholder meetings as functional control groups and service operations boards
- Partner with Sales and customer success leadership team to identify opportunities for process improvement
- Communicate progress & status against plans providing visibility to projects, key decisions, dependencies, issues, risks, and metrics on a regular basis
- Be agile and effectively maneuver through the various organizations, influence, engage and inspire others
- Coordinate sales forecasting, planning, budgeting processes and performance management for the customer success organization
- Establish and manage the enrollment product release management strategy
- Work on proactive initiatives to improve the service
- Participate in Back End maintenance and audit activities such as DR tests, testing, releases and product upgrades
Qualifications for service operations
- Able to identify needs of customer and match benefits of Client product to customer needs
- Successful completion of new hire training
- Strong consultative sales experience
- Excellent knowledge of storage hardware (including Fiber channel, clustering)
- Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner dedication to providing superior service
- 2+ years of experience in the network, and/or application/system support domain
5
Service Operations Job Description
Job Description Example
Our innovative and growing company is looking for a service operations. 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 service operations
- Ability to drive change and adoption to new emerging technologies
- Ability to challenge exiting practices
- Basic Understanding of cyber-security including vulnerability management and security patching
- Provide timely and accurate customer service to multiple customer groups from multiple access points (phone, fax, and email) utilizing current processes, procedures and systems
- Administer and report financial data and project status reports for the GMP project managers, monthly Reportable Project Review process, GMP Monthly Report and the Senior Management Team (SMT) reporting
- Develop and design processes and mechanisms to ensure compliance and the proper review and validation of invoices for complex subcontracts for auditing purposes
- Serve as a resource for scientists, engineers and staff within the GMP program on reviewing their budgets and correcting complex issues
- Apply and interpret policies and procedures to problem solve and create sustainable solutions for activities that are complex in nature
- Anticipate and act on potential issues associated with purchasing and coordination of products/services, in collaboration with critical partners and customers
- Serve as the subject matter expert for internal and external business support activities (e.g., Project Controls, TRR, Procurement, licenses, maintenance and leasing contracts) for GMP while tracking and maintaining actions
Qualifications for service operations
- Proficient with MS Access, Visio and MS Project
- 10+ years support and vendor management experience
- Track record of working in dotted-line and/or distributed team environments
- End to end availability of the infrastructure and services operated by SITAONAIR
- Communication, coordination and escalation with internal or external suppliers and partners for the timely resolution of incidents
- Ability to work with International teams and customers