Service Strategy Job Description

Service Strategy Job Description

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Service strategy provides oversight of strategy, technical, and marketing aspects of all products in the portfolio in partnership with the Banking Product Management Directors and their teams.

Service Strategy Duties & Responsibilities

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

Sample responsibilities for this position include:

Manage a team of 6 direct reports, most of which are virtual
Drive policy and process standardizations/improvements with business partners
Guide team through continuous change management
Focus on improving team procedures to improve efficiencies and quality of work
Analyze, interpret and understand data and the story it tells
Manages customer service-based training and standards certification
Recruits to provide adequate and timely staff for the group
Develop and manage an ECS Communications Plan and Calendar, including LOB Interlocks, Tech Storefront, SharePoint, Town Halls, organization announcements, Service Reviews, Newsletters
Ability to multi task handle multiple customer's issues at a time
Monitors customer service productivity in accordance with established policy to assure adherence completeness in all customer

Service Strategy Qualifications

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

Licensing or Certifications for Service Strategy

List any licenses or certifications required by the position: ITIL, PMP, CSM, PMI, PRINCE2, PMBOK, COBIT, IEC, ISO, CTP

Education for Service Strategy

Typically a job would require a certain level of education.

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

Skills for Service Strategy

Desired skills for service strategy include:

Small business banking and investment banking
Excel
ACSR
Call Center operations
Comcast's products and services
Keep up-to-date with new product offerings and marketing campaigns
Proficient in Microsoft Office and web based tools and applications
Systems SAP and Agile
MS Word
PowerPoint

Desired experience for service strategy includes:

Be held accountable for the successful execution of BFS’s digital operational, business and project KPIs
Act as the BFS champion within the Digital channel and lead the strategy creation, project delivery, annually planning, business reporting, and management of maintenance and ongoing activities for BFS
A digital strategist with a good understanding of how digital can drive significant engagement with consumers
A collaborative leader, strategic influencer, exceptional storyteller, at ease with executives and skilled in fostering strategic alignment at all levels within an organization
Must be self-motivated with a strong delivery focus
Opportunity to interact with Management and Senior Leadership

Service Strategy Examples

1

Service Strategy Job Description

Job Description Example
Our company is growing rapidly and is hiring for a service strategy. 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 strategy
  • Identifies and supports implementation of improvements to GPT service management processes and GPT’s services across the service lifecycle
  • Operations analysis, performance management, and training implementation
  • Coordinate the implementation of the overall Centralised Run strategy including scope of services, operating model, sourcing options, automation, monitoring, workforce planning, skills development and training needs
  • Establish and manage the ways of working for Application Services
  • Solely manages the Digital Care Quality Assurance team through the delegation of duties to supervisors, quality analysts or a combination of both
  • Provides input to, communicates, company strategy and motivates employees toward achieving company vision
  • Works with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct
  • Develops and implements appropriate methods, practices, policies, procedures, and change processes, keeping employees informed of changes
  • Reviews and works within budgets, making recommendations for changes when necessary
  • Participates in the formulation of customer service-impacting policies
Qualifications for service strategy
  • 5 years of experience in a ITSM strategy, governance, planning, design, implementation, or operations role within a large IT organization
  • Experience with documenting and championing technical requirements that result from business process recommendations
  • Experience with reengineering processes to accommodation the adoption of new technologies and with gathering information, main points, and requirements through interviews, facilitated sessions, and best-practice research
  • Knowledge of the ITIL v3 service life cycle and ITSM best practices
  • Ability to drive project timelines to completion with a cross-functional team and build relationships and influence all levels in an organization
  • Ability to develop and present content in a concise and professional manner
2

Service Strategy Job Description

Job Description Example
Our innovative and growing company is looking for a service strategy. 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 service strategy
  • Portfolio and Financial Management - Assists Business Systems leadership in defining, refining and applying portfolio prioritization criteria
  • Strategy and Planning – Develops and executes BU Strategic Technology Plan and takes part in BU strategic planning sessions
  • Relationship Management - Initiates and maintains key relationships with customers to ensure processes are integrated to support customer expectations
  • Application, Infrastructure, and/or Network Support - Ensures delivery and support occurs effectively and efficiently
  • Regulatory Support - Anticipates and responds to organizational and regulatory initiatives
  • Einstein product management, including oversight of development needs, business objective alignment, intake, and cross functional alignment
  • Connecting the dots to ensure that we have a cohesive desktop tools strategy that can be articulated and supported in reality
  • Management of solution design, working closely with our technology partners, key stakeholders, and development resources
  • Make it Work First-Make tools performance, reliability and effectiveness a priority for the team, and partner effectively with Operational Effectiveness and Tools Operations
  • Building user feedback and the user experience into every aspect of our solutions, in a transparent way that makes it easy for users to follow ideas from inception to deployment
Qualifications for service strategy
  • Knowledge of technology metrics, scorecard implementation, and project management best practices
  • Advanced understanding of infrastructure virtualization and concepts
  • Proficiency with recognized industry standards covering IT-enabled service management, IT Governance, and Project/Program Management (ITIL 2011, ISO/IEC 20000, COBIT, PMI/PMBOK/PRINCE2)
  • Knowledge of the financial services industry is required
  • Undergraduate degree in Business, Finance, Math, Statistics, or related quantitative field or equivalent experience/training
  • Master’s degree is highly desired
3

Service Strategy Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service strategy. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service strategy
  • Management of Interactive Troubleshooting Guide (ITG) design and design team, working in close partnership with ITG product management and development resources including significant influence over supporting technology decisions and strategy
  • Oracle knowledge management platform
  • Liaison with quality assurance, consistent with supporting a high quality product and user experience
  • Provide national leadership and governance in all things contact center tools related, ensuring key stakeholder positions are understood, considered, and managed appropriately
  • Sets appropriate team goals, consistent with function and overall Cable Goals, and has processes and procedures in place to track progress, and ultimately achieve those goals
  • Drive above-market growth by generating demand, creating loyalty and developing long-term product, campaign and regional strategies for the entire $250M Service & Support business
  • Drive the identification, pursuit and acquisition of strategic business opportunities including partnerships, alliances, joint ventures, and acquisitions that could support the business strategy
  • Lead the overall process and work streams as part of the formal strategy development processes to systematically and comprehensively codify the overall perspective on major environmental trends, competitive activity, and to outline key initiatives and actions to implement strategies based on our market understanding
  • Leverage deep subject matter knowledge on engagements
  • Measure and assess the value of organizational activities, programs, and investments in an effort to optimize performance management
Qualifications for service strategy
  • Knowledge of COBIT, ISO 2000, or CMMI
  • Ability to lead a large organization
  • Clearly communicate to all necessary functions unambiguous goals, ensure complete understanding and commitment
  • Lead the plan, execution and monitoring of integrated tactical cross functional action plans (where required), assist in monitoring systems and metrics
  • Does not hesitate to reassess and correct tactical and strategic assumptions
  • Identify and integrate all the critical execution elements and organizational capability factors in the planning phase
4

Service Strategy Job Description

Job Description Example
Our company is searching for experienced candidates for the position of service strategy. 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 strategy
  • Design and embed focused performance management programs focused on quality, accountability, and improvement to mission performance
  • GAAP, Process Mapping, Macro Program Analysis, Military Logistics
  • Mission management experience
  • Performs research and analysis
  • Monitor practices and processes to guide the implementation of compliance and improvement strategies improvement
  • Report on performance metrics for service delivery to identify areas requiring improvement
  • Enforce DOD, CENTCOM, and USARCENT policy, developing command-unique procedures as needed
  • Implement, and enforce procedures to ensure sufficient, auditable documentation
  • Enforce the use of Army approved and ITSM best practices for identifying, evaluating, authorizing, and managing requirements and network changes
  • Ensure that USARCENT’s directed Service Strategy Lifecycle measures are implemented
Qualifications for service strategy
  • Identify and focus his/her leadership on the critical path
  • Is flexible and fact driven to adjust pre action planning to the resulting situations of the implementation
  • Is not complacent and drive his/her leadership to the ultimate level of action-ability, maintain urgency level at high level until success is fully secured
  • Requires a BS in related scientific discipline (microbiology preferred), marketing or business, MBA or higher level degrees desirable
  • Minimum of 7 years of service management experience in the clinical markets with three years of progressive leadership/supervisory experience in a large organization, including customer facing
  • Experience in technical service or other related functional area highly preferred
5

Service Strategy Job Description

Job Description Example
Our company is searching for experienced candidates for the position of service strategy. 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 service strategy
  • Create and report on performance metrics for service delivery to identify areas requiring improvement
  • Ensure all assigned CSI/SS personnel are adequately trained to perform their appointed function
  • Coordinate interfaces between strategy management for IT services and other processes
  • Develop, implement, and enforce procedures to ensure sufficient, auditable documentation
  • Define and continuously refresh CSC Service strategy, leveraging external trends
  • Define and implement CSC Service’s strategic business efforts and transformation to develop and execute well-informed strategic plans
  • Drive business process and technology requirements to effectively execute on strategies including providing comprehensive business, operational, and project support
  • Lead change management efforts for CSC Service
  • Define business case for all CSC service initiatives in order to improve service delivery and successful progress against those plans including a solid change management process and adoption rate
  • Responsible for managing the service budget process and expense functions, including forecasting and vendor invoicing
Qualifications for service strategy
  • Experience developing strategic plans supporting a global service organization
  • Helping to sell and win work
  • Seven to ten years of progressively more challenging leadership roles in information technology and/or operations
  • Term goals, identify business opportunities and potential growth areas, and implement action plans for organizations to achieve their long
  • Level management, process reengineering, service desk implementations, and information life cycle management
  • Functional project teams in ITSM assessment studies, including ITIL, COBIT, and ISO 20000 to evaluate and improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition

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