Service Management Resume Samples

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NZ
N Ziemann
Nikita
Ziemann
2314 Derek Point
Detroit
MI
+1 (555) 906 9321
2314 Derek Point
Detroit
MI
Phone
p +1 (555) 906 9321
Experience Experience
Phoenix, AZ
Service Management
Phoenix, AZ
Thiel, Sanford and Hamill
Phoenix, AZ
Service Management
  • Works with supervisor on Service Definition Management projects
  • Work with the other SEMs to ensure best practice is delivered and CSI is standard practise to drive improvements
  • Proactively seek improvements to ensure the SEM service provided is of the highest standard
  • Manages medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
  • Supports continuous improvement and organization development activities
  • They are also responsible for providing support to BA4 SEMs in the team to ensure successful management and engagement
  • Generally interacts with peers and/or management levels at a client and/or within Accenture
Philadelphia, PA
Service Management Manager
Philadelphia, PA
Rice Group
Philadelphia, PA
Service Management Manager
  • Manage the selection, performance and development of staff to improve team effectiveness for both local and remote employees
  • You will work closely with other Nomura Technology Service Management teams to manage the aggregate risk profile across the whole of technology
  • Participate in the service management process and tools improvement working groups
  • You will work closely with release management teams in order to ensure all releases are documented correctly in the change management system
  • Collaborate with other senior managers to establish strategic plans and objectives
  • The Service Manager is responsible for day-to-day health and uptime of one of the largest, fastest growing SaaS sites in the world. You will manage the end-to-end quality of service from a customer’s perspective
  • Maintains current knowledge of, and ensure all functional work team activities are conducted in compliance with the full range of related internal and external systems, technology, policies and procedures
present
Detroit, MI
Service Management Lead
Detroit, MI
Williamson-Bernhard
present
Detroit, MI
Service Management Lead
present
  • Study reports and trends and provide insightful analysis that uncovers opportunities and promotes decisions that drive improved returns on Human Capital
  • Propose models that organize and present data in the most useful ways
  • Manage projects that help the HCRA team and the firm best leverage technology to deliver and interpret data
  • Facilitate the use of Advanced Analytics team related to predictive and root cause analysis
  • Familiarity with the Operations & Technology businesses
  • Knowledge of systems and data management and analysis tools
  • Development of service roadmaps
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Harvard University
Bachelor’s Degree in Computer Science
Skills Skills
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Ability to establish a network of contacts within relevant areas the organisation
  • Excellent communication (written and oral) and interpersonal skills
  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian
  • Ability to effectively plan long term activities
  • Broad knowledge and understanding of applications and/or infrastructure support
  • Strong analytical skills
  • Encourages knowledge sharing
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15 Service Management resume templates

1

Director, Service Management Controls Resume Examples & Samples

  • 10 years’ experience in IT services including supervisory experience in infrastructure and operations support functions
  • Experience in defining IT service management metrics, developing service management procedures and managing service lifecycle improvement
  • Experience across multiple methodologies and frameworks such as ITSM, Six Sigma, CoBit and other operational management and improvement disciplines preferred
  • A strong background in the development of efficient, reusable and re-deployable processes, systems and organization structures
  • Demonstrable track record of delivery within technology environments. Highly analytical in problem solving with the ability to apply original and innovative thinking
  • Significant experience with operational management of problem resolution under ITIL frameworks
  • Proficiency in managing budgets, staffing and project management of short and long-running projects involving complex software, internal and third-party partner infrastructure and major launches
  • Strong leadership abilities and track record of delivering exceptional results and building world-class teams
  • Ability to develop and lead teams
  • Ability to work collaboratively to define strategies, to innovate and to manage technical solutions
  • Ability to facilitate and coordinate cross-organizational technical strategies and solutions
  • Ability to communicate clearly and concisely
  • Must possess an aptitude for translating complex, technical subjects into clear, business-oriented communications
  • Strong business acumen, managerial, organizational, analytic and problem solving skills
  • Excellent facilitation, collaboration, negotiation and presentation skills
  • Collaborative and cooperative approach to leadership and management
  • Strong overall understanding of IT infrastructure, application development and end-to-end production system integration
2

O&t-service Management Resume Examples & Samples

  • Jupiter System and Planar Video-Wall Solution preferably with experience in administering Jupiter Fusion Catalyst 8000 or Jupiter Fusion Catalyst 4000 Display Wall Processors. The candidate will be responsible to perform system refresh and periodic backups and also provide 1st level trouble-shooting and rectification when required. Actual past technical support in the above Display Wall system is preferred
  • Jupiter System ControlPoint Remote Client Application – Candidate must be able create, save and backup Display Layouts across multiple processors as well as work with CPShare and Web Windows components within the Remote Client application
  • Virtual Desktop Infrastructure (VDI) – Able to administer and configure VDI for use with the Jupiter System. Good working knowledge with Virtual Network Computing (VNC) Viewer/Server will be an added advantage
  • AMX Control System Server and Touchpanel – Candidate will be expected to perform user administration and provide 1st level support of AMX webserver
  • ClickToControl Content Management tool - Be able to configure for end user to allow to control host VDI for content setup and management
  • Technical knowledge to manage Cisco C90 Video Conferencing system integrated within the AMX and Jupiter Video-Wall system as candidate will be expected to provide 1st level support when required
3

Service Management Manager Resume Examples & Samples

  • You will work closely with all Global Markets technology teams both development and production services
  • You will work closely with other Nomura Technology Service Management teams to manage the aggregate risk profile across the whole of technology
  • You will work closely with the IT Risk and control function both regionally and globally ensuring that all appropriate policies and processes are maintained within GM Technology
  • Build brand awareness globally for the GM Service Management function within and outside of FO Technology
  • Be part of a Service Management team maintaining a follow the sun support model
  • You will work closely with release management teams in order to ensure all releases are documented correctly in the change management system
  • You will be responsible for the management of the all technology change conflict calls
  • You will be responsible for ensuring that the FI Technology short range and long range change calendars are maintained and managed
  • Production of Management Information Reporting relating to IT Service Management disciplines
  • Participate in the service management process and tools improvement working groups
  • Chair Change Advisory Boards
  • Chair Service Management Governance Reviews
  • Understand trends in Incidents and ensure these are reviewed for candidates possible Problem Management
  • Work closely with the Operational Risk Management team
  • Become an SME for the Service Management toolset, building awareness and support
  • Report writing skills, MS SQL Reporting Services
  • Be able to pick up new technologies and to want to develop skills extremely quickly
  • Experience of investment banking
4

Head of Service Management Resume Examples & Samples

  • Promote the profile of service management and its benefits across BBC Future Media and beyond
  • Work closely with other parts of the BBC to inform service design and support model definition to ensure that synergies are exploited and expertise/resource shared
  • Develop appropriate methods of multi-site communications for the team, this might include video conference, Lync, and IRC amongst others
  • Increase personal profile within FM and across the BBC such that all business/product groups look to the service management team for leadership and management of the service lifecycle
  • Further build on creating standardised processes and approaches for the service management team
  • Previous experience of managing a team, preferably a service management team
  • Proven experience of people and performance management
  • Ability to think strategically and evaluate decisions in the short, medium and long term and take these decisions for the team as a whole
  • The ability to cope with high pressure situations both in and out of normal office hours
  • Experience of OJEU procurements, how these are run and inputting to these from a service management perspective
  • Previous experience of working in dynamic, technology driven environments
5

Wealth Service Management Resume Examples & Samples

  • The role holder will work as part of the Wealth Americas Service Management Team providing a broad range of support services to the Wealth Operations business including supporting the management of external vendors, headcount, budgets & forecasts, cost management and senior stakeholder engagement
  • The role holder will support the Head of Service Management in driving the operational performance and quality of service of the Barclays external supplier arrangements; providing a service management solution to the Business Engagement Teams and ultimately the Front Office Businesses in the US region
  • Additionally, this role will need to support the execution of projects to support the change to the organization
  • 1+ years Private Wealth Management Operations experience (Branch Operations, Middle Office, Margin, and or Client Reporting)
  • 1+ years project management experience
  • 1+ years Microsoft Excel experience
6

Service Management Group Tools Resume Examples & Samples

  • Build and lead the team, inspiring team members to reach higher levels of performance through trust, delegation, participation and coaching
  • Develop strong relationships with key partners within Technology and those outside of Technology in order to achieve exceptional results
  • Develop and maintain project work plans, estimates, schedules and budgets
  • Be an active participant in the continuous improvement of our overall Technology leadership team
  • Provide technical approval of systems designs and/or enhancements within Nordstrom Technology standards and vision
  • Work collaboratively as part of the larger Technology leadership team on strategies, initiatives, standards and cross-team resource allocation
  • Regularly interact with other leaders on project status, priority setting, and resource allocations, as well as Technology wide efforts or policy-level decisions
  • Establish partnerships to align tools and objectives with process development, training, and collaboration teams
  • Bachelor's degree in Computer Science or equivalent education and experience
  • Minimum 8 years of technology industry experience
  • Minimum 3 years of agile project management experience
  • Proven project management and oversight capabilities
  • Experience implementing development and project tools
  • Experience with BMC Remedy stack preferred but not required
7

Senior Manager, Service Management Resume Examples & Samples

  • Global service management of the Sony Entertainment Network video business
  • Create and constantly evaluate business KPIs to ensure maximum business velocity
  • Monitor and report performance against set KPIs
  • Maximize global sales potential and customer retention through strategic data analysis and a constant flow of information to contributing teams along the value chain
  • Close coordination between multiple teams and stakeholders to define and continuously improve a scaled, multivariable process
  • Guide contributing teams to successfully meet daily, monthly, and annual objectives
  • Analyze and share results with engineering, product, and business teams to ensure constant improvement and awareness
  • Direct management of a small team of business analysts
  • Bachelor’s Degree required, MBA preferred
  • 5-8 years’ experience working within a strategic or operational role for a global digital business, ideally within a technology or service environment
  • Must be familiar with the end-to-end process flow of digital assets
  • Experience working with SQL or database querying is preferred
  • Proficiency in MS Office with an advanced knowledge of Excel is required
  • Exceptional quantitative and analytical skills are required
  • Must be able to communicate with a clear, effective voice, both in writing and in person
  • Must demonstrate excellent interpersonal skills, with the ability to maintain effective working relationships with colleagues of all levels
  • Demonstrated success in problem-solving, generating solutions, and managing workload
  • Previous people management experience strongly preferred
  • Travel up to 15% - UK (London), USA (San Francisco). Valid passport for travel is required
8

Service Management Platform Director Resume Examples & Samples

  • Work with stakeholders and the platform user group to understand business strategy and priorities for the platform
  • Engage with the wider technology marketplace to understand industry trends relevant to the platform
  • Monitor platform usage data to understand usage trends
  • Define the platform roadmap based on the above
  • Drive the delivery of the platform roadmap through internal development teams and/or third parties
  • Platform currently includes Service Now, CMDB, Asset Management, Product & Application monitoring, supporting system interfaces, business processes and related IT Service Management processes
  • Data Centre Operations
  • Systems Management
  • Hardware Management
  • Physical Infrastructure Design
  • Hardware Architecture and Sizing
  • Systems Administration
  • Environments Management
  • Application Monitoring
  • Database Administration
  • Experience with a "triple play" provider eg pay TV, Broadband, Mobile or a large managed service provider
  • Experience in a similar “product management” role with a complex global/international business
  • Demonstrated delivery in a matrix, global organization
  • ITIL certification a plus
9

Service Management Platform Director Resume Examples & Samples

  • To own and drive the Technology Service Management Platform Roadmap
  • Engages with Technology Stakeholder teams to understand business strategy
  • Be accountable for understanding key industry trends and identifying opportunities for Pearson to improve services and realise cost efficiencies
10

Service Management Lead Resume Examples & Samples

  • Work with senior leaders in HR, Finance, Business offices, etc. to provide Human Capital information and insights that will address Citi’s business needs
  • Provide direction to analysts in Tampa and Mumbai to effectively execute against business requirements
  • Study reports and trends and provide insightful analysis that uncovers opportunities and promotes decisions that drive improved returns on Human Capital
  • Help to manage the organizational structure and associated data management processes in alignment with business needs
  • Propose models that organize and present data in the most useful ways
  • Manage projects that help the HCRA team and the firm best leverage technology to deliver and interpret data
  • Facilitate the use of Advanced Analytics team related to predictive and root cause analysis
  • Bachelor’s degree in Business Administration or Finance required and 6-10 years of experience in a related field
  • Exceptional relationship management skills – experience interacting with senior managers, negotiating deliverables, etc
  • Strong quantitative and analytic skills
  • Familiarity with the Operations & Technology businesses
  • Ability to effectively manage teams indirectly
  • Experience navigating complex organizations and managing through ambiguity
  • Knowledge of systems and data management and analysis tools
11

Employee of Execution Service Management Resume Examples & Samples

  • Cross product order investigation and post trade inquiries for client advisors, sales traders, executors
  • Provide execution related information i.e. trading place information, price requests, price investigations, order exception monitoring
  • Various daily tasks with regards to regulatory requirements
  • Different reconciliation tasks
  • Cooperate & support other units like Operations, Financial Instruments, etc
  • Order placement for client advisors in case of production incidents
12

Manager, Service Management Processes Resume Examples & Samples

  • Manage and continuously improve TW EIS processes , following best practices defined in ITIL frameworks
  • Transparency and Strategic Input: Refine, improve and maintain Global Metrics to provide visibility into stability of Services across all TW infrastructure. Incorporate trends, KPI analysis for Change, Release Management, with special emphasis on Proactive Problem Management metrics. Refine, standardize and continuously improve Release and Change category definitions to achieve consistency in classification
  • Training and Assurance of Best Practices: Train and educate TW EIS staff in all areas of Service Management through training events, collaborative forums, and community of best practices. Hold periodic Q&A and training sessions to encourage sharing of best practices and adherence to policies and procedures in all areas of Service Management
  • Maintain and refine all training materials, process and procedure documentation. Audit and maintain all communication plans for process changes and updates in all areas of Service Management. Provide input into the overall communication strategy
  • Operational Support: Participate in Release Calendar Panning efforts by consolidating inputs from business units and financial close periods. Manage and oversee all changes and updates to SAP and LOB/IS Release Calendars
  • Work directly with project teams and Change owners to understand current and changing release requirements
  • Assist in SOX and financial audit activities as directed by Executive leadership
  • Audit and Quality Assurance: Perform periodic reviews, oversight and audits of Service Availability and Service Delivery provided by strategic partners, ensuring quality standards and Service Levels are met
  • Other tasks or activities as assigned by Service Management Leadership
13

IT Manager, Service Management Resume Examples & Samples

  • 5+ years work experience in an IT Management role
  • Must demonstrate excellent customer service and communication skills
  • Will be expected to perform a variety of complicated tasks and lead and direct the work of others. A wide degree of creativity and latitude is expected as part of the job performance and will need to rely on judgment and experience to accomplish goals
  • Experience in leading a team and working in a team-oriented, collaborative environment
  • Familiar with a variety of the field’s concepts, practices, and procedures including ITIL methodologies
  • Proven experience in implementing and supporting help desk tools
  • Processes/Best Practices licensure required (ie ITIL, Six Sigma, PMP, PMI etc)
14

Service Management SME Resume Examples & Samples

  • Report to the Asia Pacific Technology Infrastructure Service Management Director, provide overall service management efforts for internal clients. Infrastructure covers datacenter, server and network hardware, technical support and administration of packaged applications and software, operational support such as Help Desk, datacenter and desktop support, technical security support and oversee technical vendors
  • Function as ITSM process regional owner, process manager and process practitioner within an integrated service management framework
  • Be the Region "Face of Information Technology ("IT")"- Act as the advocate for the region and primary customer contact between service provisioning teams, vendors and Country teams
  • Provide escalation and service management of Infrastructure issues by liaising & communicating with Global/Governance/Technology teams and business throughout the end to end process
  • Build relationships with key customers and stakeholders to influence and execute within Nike's strategic direction; responsible for keeping stakeholders updated with issue resolution status and for maintaining a high level of overall customer satisfaction
  • Manage service processes performance; support the implementation of ITSM processes in the region working closely with the global team
  • Identify continuous service improvement as they are relevant to region/country. Understand and recommend solutions on the service management aspects of services being provisioned by Technology Infrastructure
15

AP Service Management Lead Resume Examples & Samples

  • Ability to drive issues to closure and work well within a deadline-driven environment
  • A good level of managerial competence
  • Experience in defining process and procedures to manage the release cycle for both Major feature releases and cycles of Minor releases
  • Experience with working with rapid, overlapping product release cycles
  • Good understanding of Incident, Problem, Change and Availability processes
  • Proven leadership on global environments and geo distributed teams
  • Broad understanding of global environments, including regional issues and differences
  • Knowledge of the standard service life cycle, with experience in the transition of designs into production rollouts
  • Actively participate in the firms’ performance management and development process co-developing Annual Plans with appointed counsellor
  • Provide advice and guidance to colleagues where required
  • Mentoring and guidance to more junior team members
  • Able to operate in a supervisory capacity and to deputies for the team lead
  • Regular meetings with Team Leads if located in other countries
  • 5+ years of working experience will be considered in lieu of degree
  • 3+ years of Release Management Experience
  • 5+ years Program/Project Management Experience
16

Manager Service Management Resume Examples & Samples

  • Participates in the development of policies and procedures to ensure client satisfaction and department standardization
  • Participates in the hiring and termination processes within the department
  • Establishes and maintains relationships with other operating departments to support effective servicing interactions and solutions; responsible for escalating to appropriate areas as
  • Provide training and coaching of new and existing assigned Service Managers
  • Will also recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met. will also recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met. will also recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met.Participate in Card Services or PAN Fiserv initiatives as required
  • Participate with Service Managers and Account Executives and client on operational strategy
  • Bachelor’s Degree, Business or Finance preferred. Equivalent work experience can be substituted
  • Minimum two years EFT and banking experience
  • Minimum two years supervisory or leadership skills required
  • Demonstrated commitment to ongoing professional development as a client service manager
  • Excellent organizational skills and problem solving skills
  • Advanced PC skills (MS Excel, Access, Word)
17

Service Management Lead Resume Examples & Samples

  • Development of service roadmaps
  • Trending investments and savings initiatives, inclusive of building financial models
  • Partnering with Architecture/Engineering teams on 3-5 year strategies
  • Alignment of service improvements and new services with technology roadmaps
  • Technical/Business planning
  • Oversight of operating budgets
  • Benchmarking the expense base across the industry
  • Development of KPIs and communicating to customers, stakeholders and GNS staff
  • Alignment of business requirements with service deliverables
  • Incorporating client feedback and operational improvements into the service planning process
  • Understanding of the availability and scalability to support new business requirements
  • Assessment of commercial aspects of new technology
  • Prioritization of Operational efficiency plans
  • Introduction of streamlined and automated process improvements
  • 10+ years in telecommunications and network technologies
  • Experience with large network deployments
  • Experienced with business/financial management of network services
  • Experience working with a global geographically disbursed team
  • Strong technical understanding of IP networking as well as IP services (firewall, DNS, etc.)
  • Proven experience with a large global financial organization
  • Proven experience with telecom carrier service offerings
  • Strong client skills and experience with end user support
  • Experience managing technology risk in a large organization
  • A track record of having created new operating models and support structures aligned with technology roadmaps - planning and execution
  • Experience with ITIL and ITSM framework development
  • Able to prepare presentations to technical and non-technical audience
18

VP, Service Management Resume Examples & Samples

  • Collaboration and Teamwork
  • Demonstrated success in developing talented teams
  • Analytical Capabilities – decipher large amount of data to develop themes/results
  • Prior management of 20+ team sizes
  • IT Operations
  • Bachelor Degree (preferably BS), Master’s Degree a plus
19

Global Service Management Resume Examples & Samples

  • Qualified Chartered Accountant with 15 + post qualification experience
  • Demonstrable experience e.g. demonstrable experience in leading Global Service Management on a multinational scale with multiple internal and 3rd party stakeholders
  • Ability to adapt style and behaviour to promote collaborative working
  • Enhanced oral and written communication skills
  • Excellent team membership skills
  • Able to work as part of a virtual team spread across multiple geographies and time zones
  • Demonstrable experience of multi-country transition projects in complex environments
  • Experience of GBS/GSM in multiple service-type environments i.e. in-house and/or use of partners
  • Ability to communicate well at all levels
20

Lead, Service Management Platform Resume Examples & Samples

  • 40% - Ownership of an ITIL function as it relates to SN in order to architect solutions to support that particular process. Responsible for ensuring the solution fits with the overall direction of the platform. Understand and have the ability to determine whether the change can be done through configuration or administration changes as opposed to full-scale development. Responsible for managing the work unit from an end to end perspective
  • 20% - Responsible for the development of complex ServiceNow solution estimations. Management of offshore resources that provide the development. This individual will design and review new requirements and new features based on business needs. They will need to create and/or review workflows for processes using Service-Now platform
  • 20% - Work with the platform team and the ITIL process owner when performing the platform upgrade. This includes understanding new features and functionality and how it will impact the process, working with them on testing and supporting them during hypercare
  • 20% - Responsible for the Self-service Software portal. Work with the business owner to gather requirements and turn them into technical specifications. Make platform recommendations. Manage the support contractor
  • B.S. degree required. Computer Engineering, Computer Science or similar discipline preferred
  • 6 years of relevant experience in information technology
  • Strong technical knowledge and experience of ITSM platforms required, with a focus on ServiceNow
  • Possess Certification in ServiceNow System Administration (Eureka or better)
  • Experience with ServiceNow Integration web services such as SOAP, REST, XML
  • Experience with ServiceNow Script Includes to avoid the use of Global Business Rules in large-scale system customization
  • Experience with ServiceNow graphical workflow design (i.e. Service Item Approval Workflows)
  • Familiar with ServiceNow Orchestration Core, preferably in Geneva
  • Familiar with Vendor Support Engagement
  • Familiar with management of multiple offshore resources
  • Experience with ITIL methodology, preferably at large-scale including formal process owners
  • Experience with Software Development methodology, preferably Agile
  • Familiar with large-scale data analysis
  • Experienced with testing methodology including Unit Test, Integration Testing, and Regression Testing
  • Experience with design specifications including User Requirements and corresponding Functional Specifications
  • Familiar with Data Analytics (examples include Tableau, Hadoop/Cloudera, Minitab, R)
  • Travel – Up to 5% Domestic and International.Info Technology
21

Service Management Manager Resume Examples & Samples

  • Manage the global process template in the area of Service Management within the ThermoFisher SAP landscape
  • Work with senior business leaders and global process owners to drive process innovation across the service Management operations
  • Lead multifunctional teams on the content, format, and application of SAP Service Management functionality to best suit needs of end users while maintaining a globally standard template
  • Influence leadership across the businesses and provide subject matter expertise to aid in decision making and implementation
  • Collaborate with other senior managers to establish strategic plans and objectives
  • Coordinate and leverage opportunities across various business units and divisions to maximize return on investment
  • Monitor existing and new projects to ensure compliance to process templates and indentify new opportunities to leverage new functionality
  • Evaluate business adherence to global process model and indentify opportunities for optimization
  • Manage the selection, performance and development of staff to improve team effectiveness for both local and remote employees
  • Maintains current knowledge of, and ensure all functional work team activities are conducted in compliance with the full range of related internal and external systems, technology, policies and procedures
  • Manage all extended resources within their area of responsibility
  • Resolve cross functional issues with different user groups and SAP teams
  • Provide process training and issue resolution as required
  • Coordinate resource planning and future resource requirements with program management team’s rolling forecast to optimize employee and contractor mix
  • Communicate complex issues and solution alternatives to users
  • Articulate solution options and using SAP configuration creatively versus developing modifications to SAP code
  • Comply with company’s Global IT Policies and Procedures
  • Bachelors Degree in Computer Science with equivalent work experience acceptable
  • Bachelors Degree in a related discipline preferred
  • Comprehensive knowledge of Commercial supply chain processes
  • Experience in a continuous improvement environment with a track record of achieving significant improvement year over year
  • Minimum of 10 years experience managing configuration, delivery and support of customer facing Service Management functionality
  • Knowledge of architecture, processes, and SAP functionality within the SM area of SAP
  • Experienced with the implementation /management of SAP Solution Manager for template management
  • Experience in evaluating the business strategies and requirements for SAP SM (Service Management) functionality and recommend appropriate SAP solutions
  • Strong interpersonal and excellent documentation skills are a must
  • Ability to deal with ambiguity and the corresponding capacity to make decisions or recommendations on potentially incomplete information
  • Understanding of IT strategy and how it relates to business objectives
  • Ability to lead projects on time and within budget
  • Ability to explain and champion technical concepts to business partners in a way that they can understand
22

Senior Manager, Service Management Resume Examples & Samples

  • Lead the development, implementation and continuous improvement of Thermo Fisher’s Service Management global processes: people, process and systems
  • Direct management responsibility for the EAS Service Management staff with accountability to ensure they have the technical and professional skills, organizational structure, capacity and business processes to effectively oversee and report on our Service Management performance
  • Establish and maintain trusted relationships with our business partners through timely and proactive communication and analysis of our service performance, trends and improvement plans
  • Establish and maintain strong working relationships with EAS leadership responsible for the various application teams
  • Bachelor degree in Computer Science, or related field
  • Minimum 5 years of experience leading an IT service management team with direct management responsibility for service management personnel
  • A strong team leader and team player with excellent interpersonal and communication skills, and experience working with end-users
  • Detail-oriented with strong organizational skills and high quality standards
  • Good analytical skills as well as process improvement experience
  • Outstanding written communication skills with experience in authoring both internal and externally facing service related documents
  • Good interpersonal and verbal communication skills, with the ability to effectively communicate with employees, functional area and executive management, customers, and business partners
  • Self-motivated, hands-on critical thinker and problem solver, with the ability to lead by example, an enthusiastic, optimistic outlook, and a collaborative style
  • Experience with ServiceNow a plus
  • Ability to integrate and apply feedback in a professional manner
23

Manager, Service Management Resume Examples & Samples

  • 7+ years of IS/IT work experience and related study, with strong background and understanding of the various functions of an IT department
  • 3+ years’ experience in service management, with a solid understanding of industry best practices (including but not limited to change management, vendor management, incident management, problem management, configuration management). Experience must include leading the implementation and ongoing management of service management processes and experience with ITSM tools
  • ITIL V3 Foundations Certificate required. Additional ITIL training in Service Catalogue or Service Offering and Agreements considered an asset
  • Lead IS through the implementation and maturation of various ITIL service management best practice processes, which requires the ability to work collaboratively across and at all levels of IS
  • Work with key stakeholders to ensure the applicability of service management tools and processes
  • Establish or recommend policy for management of IT services across the entire corporation. Make recommendations and assist with the development of IS policy and procedure by applying judgment to help adapt guidelines to achieve the desired result for internal and external stakeholders
  • Implement, evaluate and improve operational processes and IT services. Develop, measure and report on Service Level Agreements and Key Performance Indicators for the IS department
  • Significant risk is mitigated through this role as the Change Management process is a significant control point for initiatives related to technology that impact the entire corporation. Standardize the controlled implementation of IT changes. Ensure that changes are implemented with minimum adverse impact on IT services, and that they are traceable
  • Manage contracts between CWB Group and external vendors including software procurement and license renewal, as well as the management of inventory, software licenses, and vendor relationships. Must evaluate vendor performance and identify opportunities to improve value for money
  • Assist in the development of the IS capital and NIE budgets. Verify vendor expenditures and ensure value for money
  • Make decisions guided by common sense and sound business judgement
24

Senior Lead-service Management Resume Examples & Samples

  • Relationship Management across all levels in Customer organization
  • Service Review & SLA Management
  • Customer Escalation Management
  • Improving CSAT score
  • Retention & Growth
  • Support in introduction of new technology/roll out
  • Support in TCL network optimization & cost saving
  • BTech/BE preferably with an MBA or MBA
  • Preferably ITIL Certified
  • 4-6 years Telecom industry experience specially in Enterprise Customer facing role
25

IT Lead, Service Management Resume Examples & Samples

  • Leads service activities utilizing knowledge and skills, while following approved J&J standard policies and procedures (e.g. SDLC, Agile, IAPP, etc.). This role requires knowledge of ITSM processes and solutions, leadership and creativity to work within a large IT service delivery organization to drive business solutions
  • Captures customer insights to improve ITSM processes and tools throughout delivery, and delivers continuous improvement recommendations to service owners. May conduct impact analysis on process/tools coming from new/enhanced services
  • Assists in knowledge transfer to team members and organizations after successful delivery of the service
  • Performs assessments of customer demand and partners with order analysts to deliver estimates and quotes for ITSM service(s) to the customer
  • May plan, select, and schedule approved vendors to deliver the service. May oversee the work of vendor resources throughout a project
  • Bachelor’s degree from an accredited college/university is required
  • Minimum of 6 years of IT experience is required; experience in large enterprises is preferred
  • Knowledge of ITSM processes and solutions is required
  • Prior experience in an application development and support role is preferred
  • ITIL Foundations certification preferred
  • IT Service Management experience is preferred
  • ITIL Foundations certification is preferred
  • Ability to solve business problems and present recommendations to management effectively is required
  • Good planning, organizational, analytical, and decision-making skills are required
  • Experience in Word, Excel, PowerPoint, SharePoint, and other MS office tools required
  • Strong verbal and written skills are required.Info Technology
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Senior Manager, Incident & Service Management Resume Examples & Samples

  • Manage a group of Incident Managers focused on Major Incident process & Customer driven escalations
  • Accountable to interact and communicate with internal Executive Leaders and partners to provide information and status updates during major incidents/events
  • Lead and actively participate in strategic RFP discussions, deciding on customized service support strategies for key accounts. The SM independently engage with Sales when assigning and deciding on Service Management support capacity and account priorities-based on revenue-existing and potential, churn and competitive positioning
  • Responsible for escalation management for EBU’s most valued customers
  • Accountable to deliver multi customer incident reporting and communication to customers via the incident management and service management teams
  • Responsibility includes leading and creating change management plans to train and support the Service Management and Incident Management teams with the integration of wireless, wireline, and data centre
  • Accountable to build the team budget and capacity plan, establish/update objectives, tracking/communicating the team's milestones, executing on performance management and ensuring team accountability to deliver on the defined service model while managing to budget
  • The SM National Manager has accountability to be actively involved and available 24/7
  • Play a critical role in leading, influencing and actioning service conversations within Service Delivery, Service Assurance and beyond by utilizing customer/employee feedback in support of positive customer experiences and lead generation while influencing improved internal efficiencies utilizing ITIL best practice
  • Provide direction and service leadership for projects which impact key major customer accounts-leading all aspects of the service management support decisions, before during and after project execution
  • Key decisions makers for capacity, cost, communication and accountabilities pertaining to Service Management role in large scale customer projects
  • Success is measured through the teams' results and EBU overall as seen in NPS scores, revenue generation and sustainment, Employee Engagement results, Churn, Customer Satisfaction results, and budget management
  • ITIL certified
  • Demonstrated ability and commitment in providing superior support and communication with both external and internal customers
  • Demonstrated ability to prioritize assigned tasks and projects
  • Demonstrated ability to establish and cultivate relationships at the executive level
  • Excellent communication and professional presentation skills
  • Ability to manage multiple priorities; proven time management skills
  • Minimum Ten years telecommunications experience is required
  • Minimum Five years leadership/performance coaching experience in a customer service/operational management environment is required
  • Knowledge of Telecommunications (Wireless Service, Networking & Data Centre / Cloud Service)
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Senior Director, Service Management Resume Examples & Samples

  • Ownership of Results
  • External Focus
  • Strong Communicator both written and orally
  • Comfortable escalating to executive levels
  • Expert knowledge of ITIL v3 framework
  • Credible technology background with strength areas in application, database, network, servers, and mainframe technologies
  • Excellent process and procedure development
  • Strong Organizational traits – able to manage multiple initiatives
  • 5-7 years’ experience at Director or above level
  • Global management a plus
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Global Markets Service Management Resume Examples & Samples

  • Be primary interface to deliver the Global Markets implementation of CUSO service governance model for Third Party Risk Management
  • Align and co-ordinate with management on ServiceCo and Service Management Framework development and implementation
  • Definition, mobilization, and delivery of programs across the Global Markets portfolio including Liberty II
  • Demonstrate an excellent understanding of the Global Markets business model across Credit, Equities and Solutions
  • Conduct rigorous analysis and produce high quality, insightful content
  • Work collaboratively with internal businesses, support functions and external consultants
  • Develop relationships with BDC sites to understand and represent their services / value
  • Support BAU activities regarding deployment, onboarding, outsourcing and tracking deployment related saves
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Senior Manager, Incident / Service Management Resume Examples & Samples

  • Responsible for providing managerial related functions such as setting high-level priorities, communicating vision, conducting and approving performance reviews, build budget and manage to targets
  • Lead and manage a team of Service Managers locally and virtually to drive positive NPS results, customers satisfaction and revenue
  • Partner and build relationships with Sales Executives and Strategic C Suite customers generating more than 300M in annual revenue
  • Lead and participate in strategic RFP discussions
  • Responsible for escalation management for EBU most valued customers
  • Responsible for all multi customer incident reporting and delivery to customers
  • Represent Service Management team on any new projects or products
  • General undergraduate degree
  • Demonstrated ability to coach, lead and motivate a team
  • Ability to perform well under pressure, with extremely tight timeframes and demonstrate initiative in a busy work environment
  • Ability to multi-task is essential
  • Highly developed interpersonal/communication skills, both verbal and written, to effectively interface at all levels and inspire optimum performance
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Senior IT Mgr, Service Management Platform Resume Examples & Samples

  • Identifies the organization's technological, functional and business strengths
  • Identifies and implements ITSM enabling technologies and CMDB solutions to support identified process requirements and improvements to deliver solutions across multiple business areas
  • Coordinates with leaders, associates and business unit(s) as a member of the team, driving and contributing change through enabling ITSM solutions
  • Works on a variety of projects ranging in both size and scope
  • Leads a team of highly skilled systems engineers which delivers key ITSM tools for the IT organization
  • Establishes roadmaps for deploying processes for maintaining optimal IT service
  • Designing and delivering process solutions such as but not limited to all of the key ITIL Service Management areas
  • Assists in scoping, pricing and identifying resources supporting the solution
  • Understands organizational constructs and works to obtain compliance with all customers
  • Interfaces with business areas to provide solutions and tools to build and strengthen processes with a priority on Shared Services, Standards and Continuous Improvement
  • Works with customers to define business requirements while designing, developing and testing moderately complex ITSM processes and defining solution workflows, automation capabilities and measurement approaches
  • Possesses knowledge of process reviews and audits, and can interpret the findings
  • Identifies the business opportunities to deliver value through service management at program and business unit level
  • Works with leaders to develop reports on application usage and performance
  • Writes professional communications (e-mails, campaigns, etc.) on various service management initiatives to various audiences
  • Maintains current knowledge of relevant service management process and technologies
  • Candidate should demonstrate experience and leadership in the following areas
  • Total Cost of Ownership (TCO) for deployment of ITSM and CMDB enabling technologies
  • Building, leading and managing a development team; DevOps experience preferred
  • Designing and implementing ITSM operational processes
  • Assist in the designing of support process architectures for critical business systems
  • Experience in project management and detailed planning
  • Generating detailed documentation
  • Highly developed ability to effectively communicate with a diverse audience through a variety of mediums that include in face-to-face meetings, presentations and in written form such as Visio process flows, written step-by-step procedures and polished how-to documentation
  • Demonstrate a profound understanding of this role and of the broader organization
  • Strong relationship management skills with an ability to work with a diverse audience at different level within Symantec and tool vendors
  • Proven ability to influence diverse personnel on projects that are internal and external to Symantec and be able to pull all these resources together for a common goal
  • Contextual awareness of organizational structure and operating culture
  • Strong interpersonal skills with the ability to effectively build alignment and influence others in a matrix environment
  • Demonstrates highly developed negotiation skills to achieve business goals
  • A strong leader who is able to make decisions using sound judgment
  • Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same
  • Embraces change and is a self-starter
  • Excellent motivator with ability to achieve results
  • Personal behaviors and values that nurture openness, honesty, trust, mutual respect and support from all team members in line with service excellence ideals
  • Ability to handle concurrent tasks with appropriate priority
  • At least 8 years of experience in IT operations with progressive increase in responsibilities. 4+ years leadership experience
  • 8 years of experience with ITIL oriented (operational or service management) processes
  • 8 years of experience with enablement of tools for ITSM (ServiceNow, CA, BMC, HP, IBM or across several other tools)
  • Effective vendor management, stakeholder management and internal customer relationship management
  • Experience in designing, implementing and operating a new capability across multiple organizations, preference will be given to direct ServiceNow or BMC expertise
  • Strong knowledge of ITIL concepts and tools, enterprise experience preferred
  • A strong understanding of application project delivery lifecycles and project management practices
  • Strong leadership experience managing a small team and influencing other teams not in the same organization but required to follow common processes
  • Excellent presentation and communication skills; interpersonal skills (C-Suite)
  • Strong understanding of business needs in Shared Service or Outsourced environment
  • Ability to recognize potential and actual issues, needs and opportunities for improvement in the implementation of service management
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Global Markets Service Management Resume Examples & Samples

  • Minimum relevant work experience of 3-5 years at either a leading Investment Bank or commercial bank or consulting firm
  • Undergraduate / excellent academic background
  • Global Markets experience ideally from a Product COO, Controls or Legal Entity background
  • Previous experience of dealing with regulatory frameworks
  • Understanding and experience of Operational Risk and Controls
  • Excellent written and verbal communications skills; proficient in Microsoft PowerPoint
  • Superior conceptual problem solving skills
  • Professional maturity and personal integrity, discretion
  • Ability to work effectively in teams and leverage informal networks to achieve result
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Head of Service Management Resume Examples & Samples

  • Provide expert advice and guidance to support the evolution of DCC Operations, in order to meet defined objectives and timelines
  • Line Management of DCC’s Change, Jeopardy and B2B Service Management resources
  • Ensuring that the outsourced service desk, sub-contractor businesses and DCC’s own staff are singularly focused on meeting SLAs and Customer Satisfaction scoring objectives
  • Represent DCC at Industry events and be the ‘go to’ person for Service knowledge
  • Commission and analyse Incident and Problem reports and drive remedial actions to improve the E2E service experience at progressively lower operating cost eg through auto triage
  • Establish strong working relationships with Service Provider and User peers to ensure that DCC’s Services are being managed holistically and to the enduring benefit of the E2E Smart Metering infrastructure
  • Be a credible deputy for the Operations Director
  • Operational senior management experience in a complex multi-supplier environment
  • Leadership ability to direct a team and an outsourced provider of business-to-business customer management while setting a culture of collaboration, drive, flexibility and openness
  • Experienced at managing multiple large, blue chip service providers and the associated challenges of making changes and improvements across a complex architectural landscape
  • An ability to create and develop processes and procedures from scratch to ensure the delivery of a high quality and reliable service to all service users of the DCC
  • An ability to develop and build trusting open relationships using excellent stakeholder management and communication skills
  • Experience as a prime contractor reporting key performance measures to the board for governance, assurance and contract management purposes
  • Knowledge and understanding of Smart Meter/SMETS2 deployment advantageous but not essential
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Avp-service Management Resume Examples & Samples

  • Oversee and manage the operations teams to ensure the infrastructure is always in a high availability state
  • Responsible for preventative and proactive maintenance of the infrastructure and end points
  • Engage with local Moody’s tech support, localized vendor support, and Moody’s engineering as required to troubleshoot and resolve issues
  • Coordinate high profile events with business stakeholders and third parties as needed to ensure all required resources are engaged
  • Responsible for the operational documentation for all AV/VC related repairs and installs
  • Engage with Moody’s AV engineering to maintain currency of Moody’s AV/VC Service Catalog
  • Maintain integrations points with Moody’s specific conferencing and reservation systems
  • Provide training and support documentation for end users and tech support staff for new technologies
  • Use Microsoft Office products (Visio, Excel, Word, PowerPoint) to document the existing and newly delivered environment
  • Responsible for the creation, maintenance and adherence of operational SOPs and reporting for operations teams and ensure adherence to the same
  • Reporting for the operations teams including metrics management and adherence to defined SLOs
  • Keeping abreast of new technologies and developments in related area of responsibility
  • Recommend adoption of new technologies and work on testing and deployment plans
  • Bachelor Degree in Engineering or Equivalent area of study
  • Industry Certification in relevant area is a plus
  • Minimum 8 years’ experience in IT industry in relevant area
  • Experience supporting Cisco TelePresence Management Suite, Cisco Expressway (Control and Edge), Cisco Telepresence Server and Cisco Collaboration Manager in an enterprise environment
  • Experience with supporting Cisco Video endpoints (SX, DX, MX series) provisioned within Communications Manager
  • Real world experience supporting Multicast and unicast media distribution
  • Good working knowledge of TCP/IP, SIP, H323 networking and related protocols
  • Understanding of networking fundamentals
  • Ability to learn quickly and draw meaningful conclusions from independent research
  • Ability to manage multiple simultaneous projects
  • Ability to understand and analyze client requirements and provide appropriate solutions
  • Must be familiar with ITIL and ITSM support processes and terminology
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Director, Enterprise Service Management Resume Examples & Samples

  • Bachelor’s Degree with a minimum of 9 years relevant business experience desired
  • Minimum of 5 years of experience with implementation, operations, maintenance of IT systems and/or administration of software functions in multi-platform and multi-system environments
  • Experience in managing SLAs, OLAs and KPIs via service management tools
  • 10+ years of IT service operations experience as an ITSM Director
  • 5 to 7 years’ experience working within the ITIL Framework and leading an ITSM tool and/or process team. Must be at least ITIL v3 certified
  • Demonstrated success leading medium to large scale service management initiatives/transformations
  • Proven ability to provide leadership to managers, supervisors, and professional staff
  • Strong process management and problem resolution skills
  • Deep experience guiding functional discussions and initiatives across departments
  • Ability to evaluate and communicate operational metrics and issues to leadership
  • Identify and resolve complex technical, operational, and organizational problems
  • Able to accomplish results by establishing strong partnerships and relationships
  • Creation of short-term and long-term departmental plans for business, production, and organizational priorities; make decisions guided by business plans that impact the support and funding of projects, products, services and/or technologies
  • Solid experience applying business and management expertise to achieve financial and operational objectives
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Service Management Co-op-spring Resume Examples & Samples

  • Industrial Engineering and / or Mathematics BS candidate
  • Skilled or knowledge in quantitative, analytical, and conceptual thinking skills with an attention to detail
  • Strong verbal and written communications and presentation experience a plus
  • Strong skills in the use of Microsoft Excel, Word, PowerPoint, Outlook and Project planning and tracking tools
  • Ability to organize, prioritize, handle time constraints and manage shifting priorities
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Service Management Resume Examples & Samples

  • Adapts existing methods and procedures to create alternative solutions tomoderately complex problems
  • 5 - 10 years of experience in infrastructure services delivery and operations
  • ITIL certifications
  • Security Clearance a plus OR ability to obtain Canadian Reliability Security Clarence (Resided in Canada in the last 5 years)
  • Bilingual French and English is an asset
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Senior Manager, Service Management Resume Examples & Samples

  • Will be the responsible CSG Carrier Operations Service Management client(s) contact, working in partnership with the CSG Sales and Account team, their own management team and other CSG competency-based functions (Professional Services, Research and Development etc)
  • Service management revenue and margin goals and cost of service responsibility
  • Organic business growth and delivery of incremental revenues through the life of the specific contract within client(s) is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other CSG go-to-market functions
  • Focus on staff mentoring and building successful team(s) which will in turn deliver the top level customer service required to look after your client. Provide input on team performance and reward
  • As a natural leader, they will also be very focussed on processes and operational efficiencies, especially where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generation
  • Achieve both client SLA attainment and drive broader SLA standards for solutions and services offered for your customer(s) in line with CSG policies and ITIL best practices
  • Authorise& manage any changes for customers from a business perspective and continual service improvement
  • Co-develop and maintain business plans, budgets & P&L reviews
  • Work with the relevant managers for project staffing, risk management and resource management
  • Delivers input on policies, programs, staffing organizational design, strategy, and budget planning for Carrier Operations Service Management senior management
  • Plan and design either client specific or broader service oriented programs and proactively monitor overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements
  • Develop and maintain cross-functional partnerships with 3rd parties and other CSG departments to ensure customer issues are resolved and CSG retains a vendor of credibility reputation
  • Where Major Service Outages occur, you will work with the suppliers to ensure quick restoration of service and that all parties apply lessons learnt
  • Demonstration of CSG Values
  • Deliver identified major technology services program(s) within budget and time requirements
  • Jointly develop within CSG an agreed roadmap with customer(s) to cater for business growth
  • Dynamic, dynamic, dynamic
  • You will need to be very client focussed, results driven, show a proven background of client relationship building and someone with highly developed leadership skills with ability to lead groups (25+)
  • Although you will come from an operations or development background, with significant telecommunications OSS/BSS operations experience ideally in a tier 1 provider, you will also have a creative edge to your resume demonstrated through past success
  • Experienced in working with Systems Integrators and multiple vendors essential
  • Sophisticated communication and stakeholder management skills to influence and gain cooperation with customers and team members where interests may be divergent
  • Minimum 10 years of progressive operations or support or program management experience in managing a work-stream within a large implementation/software transformation or operations outsourcing programs
  • Minimum 5 years people management experience in a global environment or role
  • Thorough understanding of CSG products/solutions will be an advantage
  • Program Management and ITIL accreditation will be an advantage
  • Project Management and PMP certification will be an advantage
  • Ability to travel to customer or CSG sites as needed
  • Bachelor’s degree (B.A.) or equivalent experience
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Service Management Lead Resume Examples & Samples

  • Establish ITSM process and work instruction documentation and ensure that adequate training is provided to all IT service provider groups
  • Establish process metrics which provide indication of operational performance and drive the right behaviors and ensure adherence to the desired standards and established ITSM practices by leading auditing efforts
  • Foster a culture of customer advocacy and continuous improvement
  • Establish a standard communication channel which provides internal and external stakeholders status of the enterprise services
  • Provide kpi metrics in support of the daily IT operational checkpoint
  • Supervise and direct the activities of Service Management Analysts
  • Act as Subject Matter Expert (SME) and oversee all aspects of ITIL processes including Change Management, Incident Management, Event Management, Problem Management, Capacity Management, Availability Management and Asset & Configuration Management
  • Works closely with Service Desk and other Westinghouse IT Management to support the day to day tasks related to the operation of service management processes including Change Management, Incident Management, Event Management, Problem Management, Capacity Management, Availability Management and Asset & Configuration Management; perform analysis on processes and implement improvements as required
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Senior Manager Service Management Resume Examples & Samples

  • Prioritization and adaptation of IT Service Management processes (based on common industry standards like e.g. ITIL, CoBIT, SCRUM) for the purposes of adidas Group IT
  • Creating and managing a global strategy & implementation program for these processes, in alignment with key stakeholders
  • Guiding and consulting all relevant stakeholders in the implementation of relevant processes and tools, while ensuring full adoption of and compliance to the Global ITSM Framework
  • Form and lead multi-functional service management team resources
  • Setup & Maintain a continuous service improvement program
  • Define and maintain process definitions and policies (Incident, Request, Problem, Change, Release and Configuration Management)
  • Establish & maintain a global Service Management Network within the Adidas Group IT and regular meetings of this virtual team
  • Act as single point of contact to manage the progress and sustainability of service management
  • Excellent communication and leadership skills. Needs to be able to lead in a matrix organization
  • Proven leadership and effective people management skills
  • A minimum of 5 years IT operations experience with at least 1 year in senior position
  • Solid experience working effectively in a multi-disciplinary team, fostering collaboration and teamwork
  • ITIL certified (or equivalent) Service Management Skills
  • Project Management skills (certification would be advantageous)
  • Proven Stakeholder & Communication Management skills
  • Fluency in English, both written and spoken is necessary
  • Fluency in one or more European languages would be advantageous
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Intra Group Service Management Resume Examples & Samples

  • Assist in project for Global Intragroup function and BAU mode
  • Be part of one of the work streams during project phase like Legacy Contract, Service Catalogue or Service Metrix
  • Engage with relevant teams to obtain inventory of data and ensure all data is received
  • Understand front to back flow and various fields populated in the data
  • Consolidate and review the inventory and bring out discrepancies
  • Adhere to timelines and escalate where necessary
  • Support Business Cos in setting up new contracts
  • Perform UAT for the new tool and escalate exceptions
  • Periodic review and maintenance of Contract terms, Service Catalogue and Service Matrix
  • Provide timely exception/ risk reporting to manager
  • Assist in resolving queries from Regulators and internal/external Auditors
  • Bachelor’s Degree required; (in Finance, Law or Economics), Master’s Degree preferred
  • 3+ years of experience preferably in Compliance / Risk in financial services industry
  • Experience in report preparation and/or production of performance/risk metrics
  • Experience in testing and knowledge of CS-TPM tool is preferred
  • Familiarity with legal contracts, agreements and other documents
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Intra Group Service Management Resume Examples & Samples

  • Assist in project for Global Intragroup function and BAU mode – Framework, design principles, processes, policy and tool design and rollout, setting up a team, managing stakeholders (management team members, LECs, IA, and Regulators etc.) and ensuring all compliances are met and exceptions are flagged. All this is being done in order to comply with regulatory requirement of establishing a standard and centralized bank wide process for managing intragroup contracts and governance around it
  • Support in setting up the function by way of designing TPRM & CSA framework, policies, procedures
  • Engage other teams running projects that have an impact on this such as Service Co, Legal entity programs, Migration process etc
  • Support the Manager in managing all project streams during design and implementation phase and escalate where necessary
  • Create and maintain golden source of Service Catalogued and Service Matrix for the bank
  • Engage with the stakeholders across the bank to manage smooth implementation of the project
  • Provide timely exception/ risk reporting to senior management
  • Assist in setting up new Intragroup contracts in line with approved Intra Group Service Management (IGSM) policy
  • Close collaboration with other teams to ensure compliance with IGSM policy
  • Periodic review and maintenance of Contract terms, Service Catalogue and Service Matrix etc
  • Coordinate and resolve queries with Regulators and internal/external Auditors
  • Professional qualification such as CA, ICWA, CS, LLB etc. or an MBA
  • 8-10 years of experience with minimum 4 years’ experience in Compliance / Risk/ Audit / Internal Controls/ Transitions preferably in financial services industry
  • Prior experience of working on off-shoring services contracts/ agreements such as Intragroup
  • Experience in managing senior stakeholders and Auditors (internal & external) and Regulators
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Director of Service Management Resume Examples & Samples

  • ITIL (Information Technology Infrastructure Library) frameworks; Performance Management, Governance, Transformation and Customer Experience Relationship Management
  • Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes
  • Mentor - Select, develop, coach, mentor, and assess performance of staff. Conduct direct report’s employee performance appraisals. Effectively supervise and utilize staff to meet department objectives
  • Budget - Oversee department budget performance relative to labor, other supplies, productivity and capital needs/expenditures
  • Planning - Develop and implement transformation priorities for staff in support of the organization’s present and future initiatives. Actively participate in planning teams and steering committees
  • Provide input - Provide critical input to staff, management, and executives on contemporary views and practices related to operations and service management
  • Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited
  • Provide reports to an agreed schedule (or on request), including management and performance reports
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IT Lead, Service Management Platform Resume Examples & Samples

  • Design of modern web solutions on the ServiceNow platform. This will require experience with modern software development technologies including Web AJAX, JavaScript, AngularJS, and Bootstrap. Experience with modern portable data structures will also be helpful, including JSON and XML
  • Responsible for the development of complex ServiceNow solution estimations. That means you’ll be taking requirements from Business Owners, and crafting fast, efficient, and large-scale solutions
  • Given the right aptitude, significant opportunity for modern R&D including Bot integration, Natural Language Processing with Alexa, and integration with large-scale Cloud Management. J&J is at the forefront of designing modern solutions for IT Service Management
  • Prefer B.S. Computer Engineering, Computer Science, MIS, or equivalent experience
  • Minimum of 3 experience within information technology
  • Experience with a modern object-oriented programming language. Javascript is required; however, will also accept Objective-C, C#, Java, Swift, Python 3, etc
  • Good interpersonal skills for written, oral, and face-to-face communications
  • Prefer experience with shell programming (e.g. bash or powershell)
  • Prefer experience with modern web integration protocols (e.g. SOAP, REST, etc.)
  • Prefer experience with portable data structures (e.g. JSON, XML, etc.)
  • Prefer experience with the code versioning control systems (e.g. Git, Stash, Subversion, CVS)
  • Prefer experience with intelligent editors (e.g. CodeMirror, Notepad++, Sublime Text, Emacs)
  • Prefer experience with Database design principles (e.g. table size, inheritance, basic SQL, etc.)
  • Prefer familiarity with IT Service Management platforms (e.g. ServiceNow, Remedy, etc.)
  • Preference familiarity with Data Analytics (examples include Tableau, Hadoop/Cloudera, Minitab, R)
  • Prefer familiarity with Software Development methodology, preferably Agile
  • Prefer familiarity with testing methodology including Unit, Integration, and Regression Testing
  • Prefer familiarity with automated testing tools (e.g. Selenium Web Driver)
  • Prefer familiarity with ITIL processes (e.g. Incident, Change, Problem, CMDB, etc.)
  • Prefer familiarity in working with offshore resources
  • Prefer Certification in ServiceNow System AdministrationOperations (IT)
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Mgr, Service Management Resume Examples & Samples

  • Manage performance and development of team member, including work planning, coaching, development
  • Develop and implements service management policies, processes and procedures for the management and support of customers, to include responsibility for effective communication of status
  • Work with different business teams to help define requirements and translate those into technical solutions
  • Assist in development and handle updates and configuration with ServiceNow
  • Participate in ongoing production support and end user support
  • Maintain the integrity of the ServiceNow tool across production and non-production environments
  • Research processes and automate when using workflow techniques
  • Resolve or escalate complicated issues in timely manner
  • Engage in customer and stakeholder relationships to advise and consult on expectations, requirements and problems related to service integration and operations
  • Establish and meet agreed levels of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for customers
  • Develop procedures that outline how incidents, requests and problems are identified, documented, assigned and managed in the ITSM tool
  • Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
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Service Management Director Resume Examples & Samples

  • Position is responsible for defining the strategy and operational plans for the design, development and implementation of service delivery for all Financial LOB products
  • Role will primarily be responsible for managing and driving complex individual projects strategic to the company's business plan with respect to Services Design; Drive implementation of region strategies and fine tune programs to fit geographic markets
  • Position is responsible for planning scheduling, monitoring, evaluating and directing projects to ensure a complete business solution is implemented; Responsible for the overall life cycle of the product line and related initiatives; Develop and execute strategic operational plans
  • Responsible for driving an ongoing business process improvement team that will ensure profitable growth, through the deployment of competitive offers, cost effective service delivery capability and implementation of leading edge systems and tools
  • Determine the future looking delivery strategy for each service within the practice that includes Account Support, Service Delivery, Parts & Logistics and Compliance Management
  • Drive standardization efforts to deliver reporting and manage service delivery, as well as the manage the business; Partners with VP, GMS in planning, designing, selling and implementing customer services within smaller geographic market
  • Understand market, industry and competitive environment
  • Create differentiated service delivery methodologies
  • Create business plans for target solutions; Review, approve, accept customer proposals and determine ability to deliver
  • Create and manage service development project plans; Support implementation of new offers during pilot phase
  • Determine the key service delivery performance metrics and scorecard
  • Facilitate the gathering and redistribution of best practices across the regions; Drive standardization efforts to deliver reporting and manage repeatable offers, as well as the manage the business
  • Develop audit process and conduct them to check compliance
  • Develop the software support strategy for each LOB
  • Acts as a key advisor on the subject of business performance and IT strategy
  • Create differentiated solution architectures, packaged services, deliverable templates & delivery methodologies
  • Define process and tools for all software management
  • Set vision
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Global Service Management Lead Resume Examples & Samples

  • To be a Point of Contact and Point of Escalation for SIM India
  • To ensure India team is aligned to global team goals
  • To Provide advice and guidance to colleagues where required
  • Constant utilization of strong technical knowledge and system integration, ensuring that services can successfully be introduced into the EY environment
  • Interactions with various levels if IT and client serving teams
  • Experience in Continuous Integration and delivery process
  • Good presentation skills with ability to present material clearly and concisely to senior and/or executive management
  • Solid knowledge and experience on ITSM, from strategy to continual improvement
  • Experienced in people leadership, both for future direct management of a technically focused team as well as good partnering skills in influencing and negotiating across organizations
  • Ability to work and team with a multitude of different people to balance demands as well as understanding and integrating cultural differences and motives
  • 3+ years of Service Operations Experience
  • 5+ years of Team Leadership Experience, ideally in global environments
  • 5+ years of Engineering/Configuration Management / Change Control Experience
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Senior Manager, Service Management Resume Examples & Samples

  • 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, etc.) to deliver quality cost estimates, service design, and later to deliver quality service to in-life client(s)
  • Service management revenue and margin goals and cost of service accountability for in-life clients
  • Organic business growth and delivery of incremental revenues through the life of the specific contract within this client is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other CSG go-to-market functions for in-life clients
  • 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. Provide input on team performance and reward
  • As a natural leader, you will also be very focused on processes and operational efficiencies, especially where they can be used to improve the service offering, reduce cost or expand business and revenue generation
  • Achieve both client SLA attainment and drive broader SLA standards for solutions and services offered for your customer(s) in line with CSG policies and ITIL best practices for in-life clients
  • Authorise any changes for customers from a business perspective and continual service improvement
  • Co-develop and maintain business plan and budget with subsequent budget management and control thus having a good understanding of managing operating and capital costs
  • Deliver input on policies, programs, staffing organizational design, strategy, and budget planning for Carrier Operations Service Management senior management
  • Plan and design the either client specific or broader service oriented programs and proactively monitor overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements
  • Develop and maintain cross-functional partnerships with other CSG departments to ensure customer issues are resolved and CSG retains a vendor of credibility reputation
  • Demonstrate CSG Values
  • Deliver timely, accurate and complete cost estimates for Managed Service client engagements. Deliver identified major technology services program(s) within budget and time requirements
  • Accountable for client stakeholders, project schedules, quality requirements, resource allocation, risk, requirements and change management
  • You will need to be very client focused, results driven, show a proven background of client relationship building and someone with highly developed leadership skills with ability to lead groups (25+)
  • Minimum 10 years of progressive combined operations, support or program management experience in managing either large implementation/software transformation or operations outsourcing programs, within a professional services or a consulting environment
  • Minimum 5 years’ people management experience in a global environment or role
48

Global Service Management Lead Resume Examples & Samples

  • Demonstrable experience in leading Global Service Management on a multinational scale with multiple internal and 3rd party stakeholders
  • Ability to build positive relationships and foster trust
  • Implementation experience of global process transition projects
  • Strong Project Management skills
  • Experience of GBS / GSM in multiple service-type environments i.e. in-house and/or use of partners
  • Track record of driving change and continuous improvement within a GBS function
  • Relevant Process Improvement Qualifications – A Master Black belt or Black belt certified with 10 plus years of experience working in similar capacity. PMP certification would be an added advantage
  • Efficient in Microsoft Office
49

Director, Service Management Resume Examples & Samples

  • You will be the accountable CSG Carrier Operations Service Management client(s) contact, working in partnership with the CSG Sales and Account team, your own management team and other CSG competency-based functions (Professional Services, Research and Development etc.)
  • Service management revenue and margin goals and cost of service accountability
  • Organic business growth and delivery of incremental revenues through the life of the specific contract within this client is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other CSG go-to-market functions
  • 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. Provide input on team performance and reward
  • As a natural leader, you will also be very focussed on processes and operational efficiencies, especially where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generation
  • Authorises any changes for customers from a business perspective and continual service improvement
  • Co-develops and maintains business plan and budget. Subsequent budget management and control thus having a good understanding of managing operating and capital costs
  • Delivers input on policies, programs, staffing organizational design, strategy, and budget planning for Global Service Management senior management
  • Planning and designing the either client specific or broader service oriented programs and proactively monitoring overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements
  • Develops and maintains cross-functional partnerships with other CSG departments to ensure customer issues are resolved and CSG retains a vendor of credibility reputation
  • Deliver identified major technology services & operational program(s) within budget and time requirements
  • Programme & project management of customer deliverables; including project statements, business cases and low level project plans
  • Accountability for client stakeholders, project schedules, quality requirements, resource allocation, risk, requirements and change management
  • Manage client engagement(s) and relationships while providing overall leadership to your team
  • Dynamic, dynamic, dynamic and very hands on
  • You will be able to show strong general management and operational skills in your background, and be someone entrepreneurial in thought process, highly capable and self-motivated, with a desire to achieve
  • Great arbitration and organizational skills are also necessary for satisfactory performance
  • Understanding of Financial principals and reporting
  • Minimum 12 years of progressive combined operations, support or program management experience in managing either large implementation/software transformation or operations outsourcing programs, within a professional services or a consulting environment
  • Minimum 7 years people management experience in a global environment or role
  • Thorough understanding of CS products/solutions will be an advantage
50

Senior Manager Wifi Service Management Resume Examples & Samples

  • Lead Incident Management Team responsible for tracking and leading RCA of all WiFi / CHSI network degradations
  • Develop and provide operational reporting on network health metrics, care calls, ticketing and truck rolls. Isolation at every level of cause between WiFi and CHSI
  • Develop and track KPI’s designed to trend growth, utilization, consumption and efficient use of WiFi infrastructure
  • Identify gaps, drive process to update Service Assurance MOPs for FNT, UHT, CB Field Service Technicians in order to drive improve operational metrics
  • Identify system tools needs for Engineering, T2 and T3 Operations teams
  • Lead Service Assurance review calls with operations, product operations and field services teams by service type
  • Advise and support on all aspects of Service Assurance. Maintain an overview of service activity across the company and work to gain wider knowledge of service issues
  • Coordinate with boundary partners to drive Service Assurance process across all WiFi/ CHSI products
  • To establish and maintain strong and productive relationships to ensure that service performance is effectively managed and monitored and issues promptly dealt with, that problems escalated by the company are resolved efficiently and effectively
  • Work closely with Business Process Manager, Program Manager, all Team Leads to create required dashboards and manage implementation of dashboards
51

Orkin Service Management Resume Examples & Samples

  • Extensive Leadership skills in Coaching, Mentoring and People management
  • High Level of Customer Satisfaction Performance
  • 5 years of Operational P&L experience
  • Successful revenue and business development
52

Head of Service Management & Innovation Resume Examples & Samples

  • Practical experience of managing an Investment Operations team or similar
  • Strong relationship management skills and experience
  • Broad and deep understanding of the functions of an investment management company to shape and enable service/innovation opportunities
  • A detailed understanding of the product development process and a track record of implementing the required change, to support product development delivery
  • A proven track record of initiating and leading virtual teams, to solve business challenges
  • Proven experience of leading people in a fast changing high performing environment
  • Experience creating and nurturing long-term relationships, particularly with Operations and Investment Management stakeholders
  • Provide a service that is easy to engage with, predictable in its excellence, responsible in its execution, and beneficial to those who use it
  • An experienced leader able to manage in a diverse and demanding environment managing conflicting priorities with calm and ease – delivering a seamless client service
53

Service Management Lead Resume Examples & Samples

  • Partner with the Service Management service-owning director, architect, and process leads to define and implement strategy and roadmaps based on business needs and industry standards while ensuring that strategy delivers business benefits to stakeholders
  • Propose enterprise-wide process improvement initiatives, goals, and measurements that align with the vision and roadmap
  • Ensure stakeholders are informed and the vision/roadmap aligns with their wishes
  • Set major cross-departmental project/support delivery objectives that impact the organization, business processes, and system technology
  • Assist with function management of the division to ensure optimum efficiency, effectiveness, and quality by overseeing division strategies, goals, budgets, operating policies and procedures; and compliance with laws/regulations
  • Develop appropriate structure, process, and procedures to enable project/support activities
  • Negotiate project/support budget and assignment of resources with department and cross-department key partners based on drives and objectives
  • Assist with the development of communication strategy and executes it to ensure key communications are addressed and expectations are managed
  • Familiarity with IT Service Management platforms, CMDB and asset management tools
  • Participate in the daily scrums, sprint planning meetings, sprint reviews, and retrospectives for projects related to IT Service Management
  • Be recognized as company or industry thought leader
  • Mentor all professional levels
  • Examples of work: help with tool selection, help with vendor selection, drive future state of analytics, drive future state of dashboards, consult on major projects in order to guide impacts to processes
54

Manager, Service Management Resume Examples & Samples

  • The selected candidate will have 3-5 years of diversified information technology experience required
  • At least 3 years of applying and managing IT Service Management processes preferred
  • Experience with Service Management tools and systems, including service catalogs, knowledgebase management and reporting tools
  • Ability to work well with others and balance the needs of all levels of users and IT stakeholders, including IT staff and management
  • A proven track record of managing a customer service center
  • Experience in direct management preferred
55

Service Management Resume Examples & Samples

  • Leads and manages an operational team of IT Analysts and Specialists
  • Thorough knowledge of ITIL Service Management framework and the main processes and procedures (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement)
  • Engages across multiple functions, both business and technical, to ensure the blend of services provided constantly matches needs and expectations, establishing customer requirements and customer problem areas, and to ensure effective and appropriate resourcing against agreed projects
  • Develops and embeds the concept of end-to-end application ownership across IT Support and Operations
  • Contributes to, and influences the development of, the IT Roadmap, as it relates to IT Application Support needs and consequences
  • Ensures that Service Delivery processes are optimised to ensure the impact of individual Incidents and longer running problems on end users can be minimised
  • Ensures that suitable Service Transition processes are in place for acceptance of new services into the operational environment
  • Plans and resources accordingly to ensure KPIs/SLAs are met, and 24x7x365 service is delivered as appropriate
  • Produces Service Level Reporting against baselined KPIs & SLAs
  • Participates in Service Reviews as part of overall operational Governance
  • Demonstrable experience of leading within an IT Service Management environment, preferably in the Telecommunications, Media and/or Defence sectors
  • Practical experience of Service Management process implementation and/or process improvement
  • Broad knowledge and understanding of applications and/or infrastructure support
  • Can identify goals and objectives, whilst motivating and leading others towards their achievements
  • Demonstrates a high level of interpersonal, communication, influencing and negotiating skills with ability to communicate effectively to both technical and non-technical audiences of all levels using various forms of communication
  • Experience of leading teams to analyse, assess and resolve complex technology requirements, problems and issues
  • ITIL Service Management qualification desirable
56

Service Management Director Resume Examples & Samples

  • Full accountability for the running and performance of all ITIL services including Incident, Problem, Change, Configuration and Asset Management
  • Accountability for availability and capacity management
  • Director responsible for Service Desk
  • Ownership of proactive Incident and Problem management
  • Growth of the current Software Licence management function
  • Supports Client facing activities when required
  • Ownership of the patch management teams responsible for ensuring that all managed devices and service management tools are effective and compliant
  • Integration of similar services that exist throughout Capita and within new clients
  • Responsible for accepting all new services into Live service
  • Ensuring effective management and communication of Major Incidents no matter where they sit within the services lifecycle
  • Ensuring out of hours and emergency responses are in place and effective
  • Ensuring escalation processes are in place and effective
  • Drives a process of review, revision and reinforcement, to ensure continuing effective use of methods and tools
  • Provide a show case centre that can be demonstrated to customers
  • Ensures staff management processes conform to Capita standards
  • Ensures that assigned resources are used effectively and that this use is adequately recorded and reported
  • Become a mentor for new recruits who are personally developed throughout their careers with Capita ensuring that we actively encourage their advancement throughout the business
  • Provide support and Guidance for Capita Customer representatives
  • Contributes to the ES policy including strategic planning, staff development and rewards, choice of methods and standards and the marketing and selling of services and products
  • Works closely with other ES delivery managers to provide a cohesive and successful delivery and service model
  • Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements
  • Develop a detailed Management reporting strategy that underpins contractual and KPI delivery
  • Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels and predict and manage trends
  • Identifies and implements new service performance metrics
  • Strong leader with experience in running large scale Service Operations
  • Demonstrable successful track record in improving services and /or proactive management
  • ITIL Trained
  • Technical ICT Background
  • Demonstrable People management skills
  • Successful Management of a P&L
57

Manager, Service Management Resume Examples & Samples

  • 8-10 years IT experience, knowledge of procurement processes, understands IT service offerings. Strong Communication skills
  • Understanding of service/application/quality management processes
  • Excellent understanding of user and business requirements, maintenance processes
  • Managing 3rd party providers/IT controlling (>2 years)
58

Service Management Incm / Prbm / Chgm Resume Examples & Samples

  • Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Master’s degree in related field. Often holds entry-level certification(s) in work field. May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience
  • 5+ till 10 years of professional experience in Change Management
  • Please choose a phrase English
  • Experienced handling of Customers
  • Extensive professional experience in Change Management
  • Industry expertise of IT
  • Team: Leadership (How many members are in the team?) / Where is the team located? / Team Player / Enjoy the Team work / Social competences / Sense of responsibility / Autonomous work / Responsibility in sales / Assertiveness.
  • Hewlett Packard Enterprise Values
  • (strong) understanding of technology in direct responsibility
  • (developing) understanding of other technology sub-areas
  • General understanding of related technologies
59

Head of Service Management Resume Examples & Samples

  • Monitor the satisfaction levels of The Logic Group’s Managed Service clients through review and dialogue
  • Manage the team and ensure that skills and expertise are maintained at the appropriate and current levels
  • Prepare and run Service Review meetings
  • Provide regular summaries of service to clients
  • Collect client feedback and use to develop and enhance internal processes and delivery mechanisms to improve client service
  • Evolve the service to investigate more effective ways to deliver the current service management and additional, perhaps revenue earning, services
  • Understand client issues, defuse pressure situations and achieve the highest levels of client satisfaction
  • Awareness of payment regulatory, security and compliance standards
  • Appreciation of project / programme management techniques
  • Relevant ITIL qualification
60

Service Management Resume Examples & Samples

  • The AVP SEM is responsible for the management of stakeholders at various levels within their Operational area, and their associated Business Services
  • They are also responsible for providing support to BA4 SEMs in the team to ensure successful management and engagement
  • Stakeholder Management (40%) Reactive
  • Act as a point of escalation for all Service Engagement activity across the RtB unit
  • Act as key point of contact for the Business within the RTB Unit for their dedicated location(s)
  • Stakeholder Management (60%) Proactive
  • Build and maintain relationships with a range of stakeholders in the business and technology teams across Towers aswell as for the Services they are accountable for
  • Chair regular service reviews with the business areas to formally review and document performance against SLA/OLA’s issues and log successes
  • Work with the other SEMs to ensure best practice is delivered and CSI is standard practise to drive improvements
  • Proactively seek improvements to ensure the SEM service provided is of the highest standard
  • Complete service improvements under the direction of the team both within the specific BTSO unit and the wider BTSO ranging from specific application issues through to overall MI reporting and internal incident management processes
  • Undertake regular site visits at assigned locations and support the Operational Teams in the delivery of site-related improvements and small change activity (such as process on boarding, location moves, etc.)
  • Negotiating and agreeing funding for small change with the business Level of accountability
61

Service Management Director Resume Examples & Samples

  • The initial development and ongoing improvement of a standard process by which BCI’s Front Office business units will define their demand requirements from ServCo which ServCo can cost and contract for services
  • Assuring that a senior product owner from each BCI business unit (e.g. BCP, BPS) defines their service requirements – focusing on business performance criteria, commonality of approach, and commonality of requirements by similar / related product types
  • Assuring that a formal contracting process occurs between business units and ServCo
  • Delivering an ongoing performance review process which reviews performance vs contract, and identifies areas of improvement, remediation and ongoing development
  • Effective governance of the service management processes
  • Managing a process for calling off change demand vs contract
  • Ongoing, continuous improvement in the process to make the activities more efficient and effective in the management and delivery of services
  • Develop a series of standard processes by which senior product owners (D/MD) in BCI’s Front Office will define their demand requirements for ServCo. Negotiate /influence demand requirements to create opportunities to drive commonality of requirements for O&T delivery, evaluating where the resulting standardisation can enable ServCo to simplify the operational delivery model and therefore deliver cost efficiency
  • Own the commissioning of all services from ServCo on behalf of BCI requiring
  • Senior management within BCI (MD/D)
  • Demonstrate an understanding of the legal and compliance requirements for interactions between legal entities within the Barclays Group
  • Ability to apply wide business operational knowledge to the development of control processes, interrogation of management information and identification of required intervention to maintain or improve service standards
  • Display a strong people orientated approach to building outstanding relationships
  • Display a continuous improvement approach to all responsibilities by constantly challenging the status quo
  • Proven ability to take the initiative and lead direct reports or adhoc teams to deliver outstanding results
  • Ability to influence up to MD level
  • Proven track record of achieving targets, goals and objectives
  • The ability to build strategic roadmaps and create stakeholder buy in
62

Service Management Lead Resume Examples & Samples

  • OutSystems, Microsoft .NET Framework, Java
  • SharePoint 2013/16
  • Microsoft SQL Server
  • Siebel 7.8 (Oracle Db)
  • Project Server 20xx
  • BigTinCan
63

IT Managed Service Management Resume Examples & Samples

  • Must have and maintain an ACTIVE Top Secret/SCI clearance
  • Advanced Degree in Business, Science, Technology, Engineering, or Mathematics
  • IT Infrastructure Library (ITIL) or IT Service Management qualification or experience
  • Experience with IT acquistion and Managed Service projects
64

Service Management Lead Resume Examples & Samples

  • The Service Manager will be responsible for executing the service risk management framework for all aspects of the Transition Services Agreement working closely with the Service providers and support the delivery of the services to the agreed SLA and standards
  • This role will be the key interaction point with the Function Service Management teams and will facilitate effective resolution and escalation of programme issues and risks as well as preparing relevant service reporting packs for the Service Management committee and Delivery Committee
  • The role will be responsible for running the day-to-day operations of the SRM framework, ensuring effective delivery of all key reporting and oversight processes
  • Act as first point of contact for TSA queries from Barclays, BAGL Service Managers & Workstreams
  • Monitor the delivery of services and work with the Barclays Service teams to ensure that SLAs / KPI as defined in the relevant contracts are met
  • Co-ordinate service change requests and facilitate impact assessment
  • Monitor and work with relevant parties to ensure TSA invoices are raised and payments received in a timely manner
  • Maintain inventory of Service Catalogue for all outsourcing services
  • Carries out regular service reviews against agreed SLA
  • Ensure ongoing Business resiliency arrangements including annual testing
  • Stakeholder management and leadership
  • Represent Service Management Team at the Function Service Management meetings and Steering committees
  • Lead and co-ordinate the production of monthly MI, including data to evidence the service performance
  • Support the escalation and resolution of issues related to service performance
  • Collaborate with ServCo representatives to align and converge service management processes to the Plc standards over time
  • Collaborate and work effectively with Delivery teams in Africa Transitions to drive performance and efficiency
  • Provide monthly update packs to the Service Risk Management Committees for the monthly Review meetings
  • Functional competencies
  • Proven ability to develop and maintain professional relationships across functions, Experienced and competent in dealing with senior stakeholders
  • Delivery focused; able to manage multi-stream pieces of work and deliver under pressure against challenging deadlines and within a complex technical environment. Ability to plan workloads and deliver measurable output against objectives set
  • Experience of working in globally dispersed teams – able to work laterally across structures and influence outcomes in teams that have no reporting relationships
  • Commercial insight and ability to understand financial and commercial implications of decisions as well as providing insight to effectively manage the cost base
  • Self-motivated and able to operate independently within the parameters of the role
  • Experience of influencing change and delivering results at speed in a multi-cultural environment
  • Good analytical ability including data manipulation and calculation ability to support reporting and Management Information
  • Experience of designing and documenting processes
  • Ability to work under pressure across multiple jurisdictions and to challenging deadlines
65

Global Service Management Resume Examples & Samples

  • Primary upward interaction is with direct supervisor
  • May interact with peers and/or management levels at a client and/or within Accenture
  • Decisions often impact the team in which they reside
  • Manages teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
  • Minimum 5 years’ experience with extensive IT Operations and Team Management experience
  • Minimum 5 years’ experience as a Team Lead-Supervisor for Operational Teams
  • Minimum 7 years’ experience with Incident Management systems software tools to effectively track incident statistics within Delivery Center
66

Head of Digital Service Management Resume Examples & Samples

  • Owning the relationship and services with Technology Services to make sure they deliver services to meet our needs
  • Responsibility for the pricing framework across all channels and working with the Product Pricing team to make sure the framework is implemented, monitored and compliant with the bank's pricing principles
  • Responsibility for identifying and managing all risks associated with the channels
  • Making sure processes are in place to manage business-as-usual activity to support the resilience and stability of the platform, including incident management
67

Service Management Resume Examples & Samples

  • Supports continuous improvement and organization development activities
  • Participates in ad-hoc area or global projects as required
  • Coordination of changes with operations, including directing the change management process and executing Change Board meetings
  • Preparing data and coordinating Governance meetings
  • Notification process for incidents
  • Assessment and selection of incidents that should be addressed in problem management process
  • Implementing problem management process with contract teams, including preparing for and conducting post incident review meetings
  • Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
  • Works with supervisor on Service Definition Management projects
  • Works with supervisor on managing financials of client facing projects
  • Drive first draft of client facing and internal reports to final approval
  • Amend metric gap and trending analysis based on client account knowledge
  • Analyze operational reports and highlight points for ODAM and service delivery
  • Work Planning Management
  • Performance management (metrics and Status reporting
  • Scope Management
  • Min Diploma in any relevant course
68

Head of Service Management Resume Examples & Samples

  • Build and maintain constructive relationships with technical Service Management counterparts within BAGL overseeing a complex technology support environment with a high level of change driven by the separation activities,
  • Ensure that the Meridian programme leadership are informed about the service delivery performance, the state of the service relationship and emerging issues,
  • Act as the service escalation contact for BAGL counterparts regarding the delivery of all technology services provided by Plc to BAGL,
  • Oversee the production of reporting to measure the performance of technology service delivery to BAGL as defined in the TSA schedules,
  • Attend monthly service meetings with BAGL counterparts to review the performance of technology services delivered for the prior month and negotiate the attendance of senior Service Owners to provide technical managerial support when required,
  • Undertake investigations across Plc technology teams to understand the root cause of significant service issues and interpret these against the Service Credit/Relief terms within the TSA where necessary,
  • Ensure that high risk/impact technology changes are identified and subjected to senior management scrutiny within the Plc Meridian Service Risk Management framework,
  • Lead detailed reviews of how Plc service support processes operate under the TSA to improve efficiency and quality – work with BAGL counterparts to deliver end to end improvements in the coordination of support across both organisations,
  • Work with Service Managers/Executives to develop remediation plans to resolve technology service delivery issues,
  • Work with BAGL counterparts and Plc service owners to minimise discretionary change to services during the programme,
  • Work with the Meridian Change Programme leadership to build awareness of the migration plan and facilitate the necessary preparations required to support the roll off within the service delivery functions working with the relevant change and dependency forums,
  • Work with Finance to agree the reduction in service costs, communicate the changes in support responsibilities to Plc technology support teams and oversee the changes required in the service management processes as services transfer from Plc to BAGL
  • Participate in service assurance reviews, risk reviews and audit processes,
  • Manage issue escalation and contribute to dispute resolution processes as defined by the Meridian programme service governance framework
  • Effective management of service escalations raised by BAGL counterparts and satisfactory closure of the issues,
  • Keeping Meridian Programme leadership informed regarding service relationship issues,
  • Fulfillment of the Plc technology service obligations detailed within the TSA,
  • Monitoring the fulfillment of BAGL technology service obligations detailed within the TSA,
  • Ensuring effective senior management scrutiny of high risk, high impact changes to the technology estate,
  • Presentation of clear post incident review explanations and rationales in support of service credit/relief agreements,
  • Development and delivery of remediation plans and reporting back on progress to the BAGL group,
  • Delivery of a monthly pack to report accurately the previous month’s performance in the provision of technology services to BAGL
69

Infrastrucutre Suport, Service Management Resume Examples & Samples

  • Significant SharePoint Design experience
  • Experience with SQL Server Reporting Services, SQL Server Analysis Services and / or SQL Server Integration services is a plus
  • Experience with SharePoint Designer, Web Parts and workflow creation
  • Experience with SharePoint's application services framework including implementation, configuration and usages of Search, Managed Metadata, and User Profile Services a plus
  • Strong planning, coordination and implementation skills, including the ability to work across towers and functions to deliver and execute
  • Strong problem solving skills, addressing operational issues with both tactical and long-term solutions
  • Ability to work well in a high-pressure and dynamic environment
  • Ability to develop strong working relationships and manage by influence
  • Excellent analytic and problem solving skills, positive self-starter with proactive approach and excellent time mgt and prioritization skills
  • Ability to communicate ideas in a clear, concise manner, at all levels of the organization
  • Comfortable working both individually on set objectives and collaboratively with GTI and LOB staff on broader set objectives
  • Strong written and verbal communication skills, including attention to detail in documentation
  • Excellent customer service skills, able to effectively communicate and work with all levels of management and employees in the corporate office and the field
  • Ability to organize and prioritize daily work and work effectively with minimal supervision
  • Ability to perform multiple tasks with strict, and often short, deadlines in a technologically diverse and fast-paced environment
70

Service Management Resume Examples & Samples

  • Play an active role in maintaining the quality of OAT Testing Standards within Corporate Technology Office
  • Manage the OAT Entry Criteria for assigned projects
  • Creation of the core OAT Documentation to agreed standards (e.g. Test Plan, Test Schedule and Test Completion documentation)
  • Escalation of RAIDS to Projects/Project Managers
  • Follow OAT Standards, Procedures and Best Practices
  • Work as an effective, supporting team member internally, and project-centred ‘virtual teams&#8217
  • Play an active role in maintaining the way that OAT is managed, and updating processes or policies that may chance
  • Is experienced in the field of Test Management including OAT experience
  • Good awareness of the technologies that underpin our services: Mainly: WAS, MQ, C:D, Database (SQL, Oracle, DB2) Unix, Linux, Windows, Mainframe, Teradata, etc
  • Able to work with large amounts of potentially conflicting and ambiguous data and to draw conclusions and report against that data in a clear unambiguous way (e.g. on support status across the estate)
  • Some Experience with developing and implementing Configuration Management processes and tools based on the ITIL framework
  • Able to identify solutions to problems and to drive their implementation
  • Use of standard desktop tools to assist with data manipulation and reporting (specifically Excel Word, and Powerpoint)
  • Has experience of producing documentation to a consistently high standard
  • Good team working skills
  • Can discuss major issues, interfaces, considerations and potential pitfalls and risks
  • Has been able to maintain a dialogue in difficult situations
  • Able to influencing others when an initial opinion is not shared by others
  • Applies feedback and changes behaviours accordingly
  • Encourages knowledge sharing
  • Acts with high levels of integrity
  • Ability to effectively plan long term activities
  • Acts with Diplomacy while addressing challenging situations
  • Ability to establish a network of contacts within relevant areas the organisation
  • Awareness of Barclays processes and general organisational structure
  • Technological experience on relevant platforms
71

Service Management Manager Resume Examples & Samples

  • The Service Manager is responsible for day-to-day health and uptime of one of the largest, fastest growing SaaS sites in the world. You will manage the end-to-end quality of service from a customer’s perspective
  • As a leader, you are responsible for maintaining and improving service uptime, personnel management, cost of ownership, resiliency, and service stability
  • To be successful, you must have the ability to dive deep into current systems, utilizing tools and data to measure performance as well as envision, scope, and design future systems
  • The right person will be highly technical, analytical, and have experience managing technical teams
  • You must be able to work with internal engineering teams to ensure that provided services are suitable to meet the needs to the service
  • Work with 3rd party vendors to manage the identification and resolution of vendor products
  • You must have a strong business and technical vision
72

Dir, Service Management Resume Examples & Samples

  • Provide leadership and customer support
  • Provide leadership and oversight to a centralized Service desk supporting a wide variety of corporate customers
  • Verify service operations against stated Service Level Agreements and Operational Level Agreements
  • Ensure consistency between the service catalogue and the overall service portfolio
  • Design and maintain a service dashboard to capture and report aggregate service performance
  • Ensure client meeting to ensure customer satisfaction
  • 5+ years of experience in Service Management & Operations
  • Service Management and Leadership Experience
  • Must be a team player with a strong work ethic
  • Certifications in ITIL or other related Service Management Practices or commensurate experience
  • Experience in Technology Business (SAAS, Software..)
  • Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
  • Flexible during times of change
  • Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines
  • Ability to bring project to successful completion through organizational dynamics
  • Strong interpersonal and operational skill sets
  • Adept at conducting research into project-related issues and products – strong analytics skills
  • Strong Customer service skills and focus required
  • Tenacious, driven, energetic and a high degree of professional integrity
  • Strong knowledge of service management processes and experience in delivering improvements to these processes
  • Business awareness of the impact of service levels and any associated failures
  • Strong documentation skills, ability to clearly aggregate data
  • Experience of leading cross functional teams and managing relationships with business customers
  • Robust skills in managing a helpdesk and support function supporting the enterprise
  • Follow directions from a supervisor
  • Interact well with co-workers, supervisors and management
  • Understand and follow posted work rules and procedures
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Head of Service Management Australasia Resume Examples & Samples

  • Service Management resourcing, support, sizing and performance reporting
  • Service quality management including customer satisfaction measures, productivity & continuous service improvement
  • Coaching and mentoring of team members
  • Team Management & Leadership of Customer Service Management roles
  • Leadership of Technical Service Management roles
  • Best practise adoption of Service management for sub region
  • C level customer engagement representing Service Management
  • Service management thought leadership
  • Ability to engage and partner with customer and internal staff at all levels
  • Ability to lead and motivate SM team towards achievement of objectives & customer satisfaction
  • Team development & Team Leadership
  • Strong understanding of telecommunications and IT industries.Service management methodologies and tools
  • Delegating tasks and responsibilities
  • Approaches to service quality management at the portfolio level
  • Service Management financial management, including understanding of functional costs & budgets
  • Expert in the methods and techniques for the timely reporting of progress of varying activities to senior management
  • Effective written and oral communication with the ability to tailor the approach
  • Experienced in effective problem solving techniques with ability to resolve individually or through facilitating a team of appropriate experts
  • Understanding and keeping the customer’s needs in mind when taking actions or making decisions.Customer & internal C level stakeholder management
  • Capable to operating independently. Capable of developing service management policy & strategy with extensive scope and depth. Capable of strategic thinking in service operations management techniques & application. Able to teach principles and techniques to others effectively
  • 10 years in service provider infrastructure environment in service management
  • Remote & Matrix management experience in a global environment
  • Management of Service Management resources
  • Service Management Certification ITIL practitioner or master
  • Principles, methods and techniques for the effective management of service management & technical service operations
  • A minimum 7 years experience of demonstrated competence in a Service management Operations role
  • Degree in IT, or equivalent relevant experience