Service Operations Manager Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the service operations manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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CH
C Howell
Cary
Howell
49631 Buster Camp
Philadelphia
PA
49631 Buster Camp
Philadelphia
PA
Experience Experience
08/2015 – present
Detroit, MI
Merchant Services Service & Operations Manager
Detroit, MI
Merchant Services Service & Operations Manager
08/2015 – present
Detroit, MI
Merchant Services Service & Operations Manager
08/2015 – present
  • Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development
  • Manages vendor contractual obligation to ensure performance and service level agreements are met within established guidelines and terms
  • Manages and tracks progress and completion to established target dates
  • Provides management reporting to measure and forecast sales/retention plan results
  • Develops and maintains roles, policies and procedures for Service and Operations Department
  • Develops and maintains a strategic development and marketing plan to monitor sales/retention effort and goals for the Retention team, includes unit and individual goals by district
  • Works closely with cross-functional areas of the organization to generate sales across divisional lines
02/2009 – 02/2015
Chicago, IL
Service Operations Manager
Chicago, IL
Service Operations Manager
02/2009 – 02/2015
Chicago, IL
Service Operations Manager
02/2009 – 02/2015
  • Provides and oversees the mentoring for orienting new hires and providing long term career planning of all engineering resources on their team
  • Manage a suite of existing applications and tools, including project management, data management, scheduling, methodology, and reporting
  • Provide timely and accurate reports to include; Weekly Activities Reporting, Monthly Reporting, and After Action Reports following major outages/incidents
  • Provides content knowledge for on-going process development, sustaining user base support and strategic planning activities
  • Be responsible for preparing, revising and submitting reports to the relevant stakeholders and present these at the relevant forums
  • Lead and motivate a team of 8 and drive performance of Service Customer Service team by developing, training and coaching team
  • A love to learn and improve and is always looking to bring something new and helpful to the team
06/2005 – 08/2008
Houston, TX
Merchant Services Assistant Service & Operations Manager
Houston, TX
Merchant Services Assistant Service & Operations Manager
06/2005 – 08/2008
Houston, TX
Merchant Services Assistant Service & Operations Manager
06/2005 – 08/2008
  • Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development
  • Performs the final review within the established completion timelines
  • Manages and tracks progress to established project completion dates
  • Works with vendors to ensure that performance levels are met in accordance with service level agreements
  • Tracks and reports vendor performance and service level issues
  • Assists in conducting service meetings
  • Manages these issues to ensure timely resolution
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Loyola Marymount University
Bachelor’s Degree in Business
Skills Skills
  • Provide guidance to a team of 8-10 frontline supervisors who manage day to day operational activities for their teams of approximately 150 front line associates
  • Identify issues and work with partners to identify / implement resolutions
  • Act as a liaison between call center operations and other functional areas
  • Identify and address barriers cross functionally that inhibit Humana Pharmacy from providing exceptional customer service
  • Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders
  • Implementation of projects and processes that help solve complex organizational problems
  • Select competent and diverse talent to ensure best possible outcomes for customer service to members
  • Provide guidance to a team of 2-5 frontline supervisors who manage day to day operational activities for their teams of approximately 50 front line associates
  • Act as the primary focal for Infrastructure Service Operations; managing day to day relationships with our outsource providers, and internal IT groups to ensure our services and processes are operating effectively including Helpdesk, Executive Support, our Center of Excellence, and our 24/7 IT Services portal all focused on simplifying how our users seek and receive IT services
  • Responsibility for the strategic roadmap of ITSM Solutions
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1

Branch Service Operations Manager Resume Examples & Samples

  • Degree holder with at least 3-4 years relevant working experience in operations & project management
  • Minimum 2 years’ of working experience in a similar capacity with project implementation experience
  • Possess strong interpersonal and team player who is able to work independently
  • Good communication and organized skills, coupled with the passion to take on challenging and concurrent task is also essential to this role
  • Demonstrate ability to deliver results on a timely basis
  • Analytical and has good problem-solving skills
  • Having knowledge in Cards & Banking product or process will have an added advantage
2

Service Operations Manager Resume Examples & Samples

  • The Service Operations Manager is responsible for the management of all day to day I.T. service delivery across the NBCU International businesses
  • Leading the Infrastructure and Application support teams to monitor and manage changes and problems
  • Deliver service improvement plan in line with business requirements
  • Deliver change projects to enable strategic direction
  • Member of the SM leadership team
  • Provide support in the definition of service SLAs and metrics
  • Manage change projects as required and ensure any new Infrastructure or Applications functionality is on boarded without Service impact by involvement in the design to ensure supportability
  • Liaise between the business users, technical teams (on & offshore) and third parties to build solutions based upon agreed business requirements and functional designs. Work with third parties/vendors and domestic IT groups to improve and develop the service provision as required
  • Feed and translate business requirements into functional specifications and designs for enhancements to existing applications and\or new technical solutions as appropriate
  • Strong link to Infrastructure team
  • Review survey feedback to improve services, tools and support experience
  • Keep confidential all applicant, client, and verification and company proprietary information
3

Gtis-avp-service Operations Manager Resume Examples & Samples

  • Proven experience in maintaining and supporting multiple major or critical applications
  • Resolves major problems and fluently applies escalation and notification procedures for incidents. Can describe specific techniques for isolating a problem and defining resolution approaches
  • Experienced with all major development and delivery phases and activities, on multiple development projects
  • Has strong input into modelling support impact of changes in the environment
  • Has analysed and documented specific projects' business requirements and strategic resolution initiatives; can describe alternative problem-solving approaches and their optimal uses
  • Can identify customer satisfaction gaps through regular communication and participates in negotiations
  • Competent in discussing the technology with vendor escalation support team
  • High level of organisational awareness and understanding of how operational stability can be maximised through leveraging technology
4

Service Operations Manager Resume Examples & Samples

  • Solid knowledge of all the major components in a vendor's solution – specifically Oracle and Teradata
  • Knowledge of the ITIL framework, vocabulary and best practices
  • Expertise in multiple documentation tools, techniques and delivery mechanisms
  • Analysis of complex technical problems across a large, multi-tiered estate, often under time pressure
  • Can describe existing technology infrastructure across all major functions/departments and has a comprehensive grasp of emerging technologies
  • Manages demanding clients and high profile systems
  • Can discuss key benefits and drawbacks of existing IT organizational structure and relationships
  • Proven knowledge of all audit and control tools, techniques and practices. Consults to others on the use and benefits of various security products, tools and facilities
  • Presentation of complex subjects and business cases to senior management
  • Excellent communication skills – should be able to showcase excellent written and verbal communication, assertive and at times challenging existing norms but delicately
  • Sound decision making – able to make decisions by thoroughly analysing the situation and stats at hand as well keeping updated knowledge of ground reality
  • Able to influence at all levels – stakeholder management
  • Adept at influencing others even when position is not initially shared by others (e.g. is able to bring evidence to convince others); challenges way of operating with a focus on pragmatism; encourages, solicits and rewards innovative ideas; delegates, coordinates and motivates teams into reaching challenging goals; inspires commitment, and a positive attitude from the team
  • Adapts style to contribute and enhance overall team performance; works effectively with people across a wide range of disciplines and levels (both internal and outside resources)
  • Experienced with leading a variety of teams and managing projects/ project teams/project plans; effectively delegates responsibility
  • Deals comfortably with ambiguity and uncertainty; effective at working with unstructured teams, situations and environments
  • Responsible for project costs and resources, tracking actual against budget; manages the trade-off of delivery within time/cost/quality constraints
  • Plan effectively resources and budget according to HR and finance business processes; experienced at recruiting staff; fulfils the regulatory agencies and reporting requirements
  • Applies feedback and changes behaviours accordingly; develops and monitors programs that integrate learning with practice opportunities; encourages knowledge sharing
  • To be able to drive changes to via innovative solutions and automation
5

Service Operations Manager, Telecoms Resume Examples & Samples

  • Manage the relationship with suppliers and internal teams, providing a 24x7 service to the business
  • Exercise strong stakeholder management skills across different levels internally and externally
  • Coordinate and participate in close collaboration with other teams as required (in house and third party)
  • Act as a point of escalation as required
  • Work with suppliers to ensure adherence to SLAs and contractual terms
  • Lead the investigation of Telecoms-related incidents and problems
  • Manage Telecoms incidents as required
  • Ensure all IT processes and procedures are followed accurately. Amend processes to improve efficiency
  • Be familiar with business processes behind IT procedure to effectively solve the issues accurately
  • Reporting and documentation skills
  • Ad hoc & formal on-call working as part of escalation process
  • Strong Service Management background
  • Solid Service Improvement record
  • Demonstrable record of managing third parties
  • Good understanding of IT Telecoms
  • Good understand of IT Operational Security
  • General IT infrastructure knowledge
6

IT Service / Operations Manager Resume Examples & Samples

  • Previous proven experience in a similar role
  • 6 to 8 years experience in Application Support (a plus)
  • Supervisory and Leadership experience
  • Good English communication skills (verbal and written)
  • Knowledge of Investment or Retail/Corporate Banking
  • Impeccable Attention to Detail with Strong Organizational Skills
  • Ability to work in rotating shift including night shift (9 hour shift 5 days a week)
  • Knowledge of Windows, Unix, AutoSys (or any scheduler tool) and Databases
  • ITIL process level knowledge (certified or equivalent experience)
7

Service Operations Manager Latam South Resume Examples & Samples

  • Deliver service strategy and terms agreed on the channel partners SLAs
  • Work and collaborate with business partners and business customers to deliver our strategy and meet consumers’ expectations
  • Build scope of work for each repair supplier, and be accountable for the success of the suppliers
  • Assure global and local service partners to execute Motorola strategy
  • Responsible and accountable for warranty financials
  • Responsible for establishing customer support procedures that efficiently address customer issues and brings open support items to closure
  • Establishes productive working relationships within MMI's support and product organizations to efficiently address customer issues
  • Monitor, communicate and resolve contractual obligations to ensure contract compliance
  • Candidate must have 10+ years of Service and/or Operations management experience
  • A Bachelor’s degree with strong academic performance
  • Experience in Consumer Warranty Policies, Legal and Tax Regulations
  • Customer service or customer facing experience
  • Proven ability to work with cross-functional teams based across multiple locations
  • Experience with negotiation of master agreements and vendor management
  • Proven history of business transformation accomplishments with qualified results
  • Deep understand of warranty financial P&L
  • Communication skills at senior/executive management level
  • Ability to travel up to 35% of work time to global locations, primarily in region of responsibility
  • Advanced English and Spanish skills
  • Candidate must have 10+ years of Service and/or Operations management experience, preferably within the consumer electronics segment
  • MBA Supply Chain or related graduate degree is a plus
  • Technical knowledge of cell phone products and reverse logistics processes is a plus
  • Fluency in Portuguese is a plus
  • LI-CM1
8

Service Operations Manager Resume Examples & Samples

  • Leading the Infrastructure and Application support teams
  • Creating, Monitor and managing Operational Risks
  • Delivering service improvement plans in line with business requirements
  • Delivering change projects to enable strategic direction
  • Managing crisis situations - may involve complex technical hardware or software problems
  • Daily interaction with team to ensure they are productive & focused on the right activities
  • Evaluating user needs & system functionality; ensuring our infrastructure meets these needs
  • Keeping up to date with latest technologies
  • Provide support in definition of service SLAs & metrics
  • Manage change projects as required; ensure any new Infrastructure or Applications functionality is on boarded without Service impact by involvement in the design to ensure supportability
  • Liaise between the business users, technical teams (on/offshore) & 3rd parties to build solutions based upon agreed business requirements & functional designs. Work with 3rd parties/vendors & domestic IT groups to improve & develop the service provision as required
  • Feed & translate business requirements into functional specifications & designs for enhancements to existing applications/new technical solutions as appropriate
  • Review survey feedback to improve services, tools & support experience
  • Keep confidential all applicant, client, verification & company proprietary information
9

IT Service Operations Manager Resume Examples & Samples

  • Strong
  • Broad
  • Financial
10

Service Operations Manager Resume Examples & Samples

  • Provide guidance to a team of 8-10 frontline supervisors who manage day to day operational activities for their teams of approximately 150 front line associates
  • Identify issues and work with partners to identify / implement resolutions
  • Act as a liaison between call center operations and other functional areas
  • Identify and address barriers cross functionally that inhibit Humana Pharmacy from providing exceptional customer service
  • Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders
  • Implementation of projects and processes that help solve complex organizational problems
  • Select competent and diverse talent to ensure best possible outcomes for customer service to members
  • Bachelor’s degree in Business, Finance, Operations or other related fields / or 5 years Customer Service Management experience
  • Operational experience in leadership role
  • Leadership experience over a large metric-intensive operational unit with a span of control between 80-200 associates
  • Prior demonstrated experience with process improvement or process design and implementation roles
  • Comprehensive knowledge of all Microsoft Office applications, including Word, Project and Visio
  • Building Humana Capital
  • Outstanding Communication
  • Implementation and Execution
  • Service Operations
  • Metrics based Performance Management
  • Certification in Six Sigma or Project Management
  • Prior Experience in healthcare or insurance setting
11

Service Operations Manager Resume Examples & Samples

  • Ensure excellent Multimedia service support by leading regional team to provide effective end-user support and guidance
  • Partner with Global Multimedia Service Operations manager to ensure delivery of operating model and service support lifecycle across the region
  • Partner with regional stakeholders and Global Technology colleagues to ensure service support for all Multimedia products and services
  • Oversee production support activities and build strong partnerships with Engineering and Deployment teams to ensure successful handover of services into production
  • Function as escalation point for service issues (including non-technical issues); drive timely resolution, ensuring client and management is kept fully informed
  • Oversee 1st line incident and problem management; ensure follow through so that faults, failures and equipment maintenance are captured, resolved and escalated timely
  • Manage relationships with vendor suppliers responsible for delivering Multimedia Support across North America and ensure vendors are held accountable to contract terms
  • Analyze service statistics to understand trends; influence & drive the implementation of changes or improvements
  • Accountable for tracking and reporting on budget performance and variances to plan for the region
  • Operations & event management experience across multimedia services
  • Exceptional customer service skills with the ability to understand client needs and requirements
  • Ability to work under pressure and communicate at all levels
  • CTS Certification
  • Proven ability to multitask, delegate and lead a number of projects and activities
  • Proven ability to manage in a matrix organizational model and oversee services across remote locations
  • Well organized, flexible and capable of meeting tight deadline
  • BS or MS Degree level in relevant field
  • AV manufacturer/equipment experience (Crestron, Telepresence, Video Streaming etc.)
  • 10+ years experience in Multimedia or IT Operations Management Role
  • High degree of technical background and knowledge of audio visual, video streaming, Telepresence, IPTV technology
12

Service Operations Manager Resume Examples & Samples

  • Bachelor’s Degree in Business, Finance, Legal or comparable Compliance or other work-related experience
  • Detailed knowledge and background regarding CMS MAPD & PDP Manuals - Chapters 13 and 18
  • Ability to research regulations & compliance requirements
  • Be willing to take ownership of issues and report them as appropriate
  • Progressive operational experience in a regulated industry in a formal or informal leadership role, preferably with some tenure at a Fortune 100 company
  • Experience leading special projects and producing measureable results
  • High level of emotional intelligence
  • Understanding of the importance of compliance, and the ability to demonstrate and instill in others
  • Certification with Six Sigma and/or the Project Management Institute
13

Service Operations Manager Resume Examples & Samples

  • Provide guidance to a team of 2-5 frontline supervisors who manage day to day operational activities for their teams of approximately 50 front line associates
  • Leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates
  • Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
  • Bilingual - English/Spanish
14

Medicare Service Operations Manager Resume Examples & Samples

  • 10+ years of related experience in a Managed Care environment
  • Previous Medicaid / Medicare, Claims, and Appeals experience
  • Solid analytical and problem solving
  • 5+ years of Supervisory experience
15

Service Operations Manager South Cone Resume Examples & Samples

  • Responsible for the sites budget and P&L (Order received, revenues, contribution margin, EBIT)
  • Maximizes bonus by reaching contractual targets related to availability of wind turbines and yield
  • Responsible for hiring Service operation manager, supervisors and technicians, aligned with local head of LATAM
  • Negotiates solutions with Customers, in case of tech problems/crisis. Develop Business based on value added solutions for Customers. Claim of fair share of the value created to enhance Vestas’s profit
  • Ensure that operation managers optimize: Scheduling maintenance activities, crane mobilization and utilization in a way that minimizes costs. Coordination of third party resources and sites manpower. Implementation of Turbine Upgrading Programs. Implementation of predictive maintenance solutions to reduce WTG failure rate
  • Mitigate liquidated damages or warranty cases
  • Oversees safety programs ensuring sites are safe and meet and all countries regulatory requirements
  • Interacts directly with customers to answer questions and resolve customer issues
  • Adapts organization and resources to match growth and needs for local operation
  • 3 years’ experience in Service of electromechanical equipment, preferably within a company delivering world class service in a competitive environment
  • National or previously worked and lived in the country
16

Service Operations Manager Mexico y Caribe Resume Examples & Samples

  • Ensures compliance with Vestas Service guidelines
  • Ensures program compliance with the Quality and Health, Safety and Environmental departments
  • Maintains employee productivity & efficiency (cost/MWh), monitor technical utilization
  • Performs annual staff performance appraisals
  • Maintains 365/24/7 operational responsibility of the site
  • MSc Engineering and 5 year experience in management position
  • Team management, Service business
17

Mexico Service Operations Manager TMS Resume Examples & Samples

  • Accountable to timely achieve GE Oil & Gas Turbo Machinery Services operational contractual and transactional business and financial commitments; business portfolio includes supply of spare parts, onsite resources (on/off shore), repairs and any preparation work required for the customer, up to executing engineered solutions in collaboration with local subcontractors
  • Drive flawless execution to meet financial targets for the Mexico Customer portfolio: cost, sales targets and profitability
  • Drive convertibility in transactional jobs, from current order opportunity pipeline and also by mining and creating convertibility strategies from the overall sales opportunity database. Hand-on-hand team work with sales team, and customer negotiation and influential skill is essential to this task
  • Process expert in regional and HQ systems to advise project and contract managers, in-depth operational process knowledge to drive process simplification and improve response time, increase quality, and create efficiencies to free up resources time
  • Serve as single point of contact and function as interface between TMS local project and contract managers and support functions for parts fulfillment, repairs in services shops and Field Services activities
  • Identify operational and business CTQ’s requiring improvements, structure projects and define actions to address the needs both internally and externally
  • Perform portfolio analysis and create proactive projects between sourcing and inventory management to better meet needs of customers and create cost saving opportunities
  • Insert rigor and improve visibility and monitoring into current operating mechanisms to allow for faster customer response time and improved internal and external financial target estimates; create process to allow for internal measurements to hold teams accountable and drive improvements
  • Lead a team of transactional and contractual project Managers, coach and support them in their daily activities
  • Assure that internal planning tools are up to date and reflect operational requirements (i.e. parts for outages, Field services, engineering requirements)
  • Coordinate suppliers execution and ensure local supplier base is aligned to business needs, contractual documentation is up to date and their cost profile supports TMS Mexico financial targets
  • Effective and open communication with Sales Team and Account Executive to anticipate best project execution strategies, in consideration of contractual obligations
  • Managing customer relationships and expectations to address fulfillment situations and its prompt resolution. It requires interaction with end user maintenance teams, contract coordinators, Site Directors and NOC (PEMEX) leadership team. As well as other local customer teams
  • BS Engineering or equivalent Bachelor's degree from an accredited university or college
  • 10+ years of experience in a technical role or in Operations role, preferably in Oil & Gas Sectors
  • Fluency in Spanish and English - experience in Office suite tools (power point and excel)
  • Highly motivated self-starter with exceptional leadership skills
  • Understanding of Oil & Gas/Energy business drivers, operational processes and how GE Oil & Gas Turbomachinery equipment and services portfolio fit in customer operations and results
  • Excellent presentation, communication and team building skills
  • Availability to travel as required for customer support within country, min 40% of their time
  • Fluent in Spanish & English
  • Customer oriented, industry knowledgeable, , teamwork and ability to drive effective interaction with cross functional and remote team (Com Ops, Sales Forces, Finance, Fulfillment, Quality), and with HQ, to build the desired results
  • Ability to work across organizational boundaries, excel at influencing remote matrixed organization
  • Lean / Six Sigma Green Belt certification
18

Service Operations Manager Resume Examples & Samples

  • Act as the primary focal for Infrastructure Service Operations; managing day to day relationships with our outsource providers, and internal IT groups to ensure our services and processes are operating effectively including Helpdesk, Executive Support, our Center of Excellence, and our 24/7 IT Services portal all focused on simplifying how our users seek and receive IT services
  • Responsibility for the strategic roadmap of ITSM Solutions
  • Demonstrate expertise in transitioning to new ITSM solution, ideally experience with ServiceNow
  • Demonstrate the ability to manage escalations, outages, significant issues/concerns while working closely with the subject matter experts and provide consistent communications
  • Ensure the publication of internal and external documents such as Operational Frameworks, SLA / OLA metrics, Incident Reviews and Service Reviews
  • Candidate to be detail oriented and demonstrate strong adoption of continuous improvement
  • Must demonstrate experience of executing change whilst influencing Internal, Contractor and outsourced personnel
  • Ability to participate and add value in internal and external sessions such as Strategic Planning, Technology Planning, Vendor Service Reviews
  • The ability to collaborate with other IT functions on existing and future projects; resource and budget planning, ensuring successful transition to service operations
19

Service Operations Manager Resume Examples & Samples

  • 3+ years of experience managing a Service Desk using the BMC business tool suite for a large enterprise network
  • Working knowledge in all aspects of automation, telecommunications, and IT networks
  • Good communication skills: be able to communicate with ease in front of large audiences of senior IT and communications personnel
  • Currently posses applicable intermediate ITIL certification (e.g., Service Operations, Service Transition, Operational Support and Analysis)
  • Technical Level II certification per DoD 8570.1
20

Service & Operations Manager Liability Specialist Resume Examples & Samples

  • Ensuring superior client experience through best in class on boarding process and for customer on boarded by sales &distribution team through reduced turnaround time and rejects across products
  • Ensuring adherence to due sales process by the sales and distribution team through various reviews, on the spot checks, structured review through callback etc
  • Interface with various stakeholders in the process including operations, In business controls, AML teams to resolve any process gaps identified
  • Challenge the status quo and continuously improvise the processes, implement healthy control checks, identify risks and map corrective action plans in the region assigned
  • Responsible for conducting independent regional Sales Audits covering process, policy, branding and actual deployment to ensure the bank’s sales and distribution chain works in a strong and compliant working platform
  • Drive First time Right metric among frontline teams through training and refresher sessions
  • Perform the Quarterly Control Self Assessment
  • To monitor and manage processes outsourced to vendors. To ensure compliance to local regulatory requirements and Citi Vendor Management Guidelines
  • Provide leadership guidance, training and coaching to vendor staff and conduct regular meetings with units under supervision to disseminate information, new policies
  • Review MIS reports to analyze, strategize and recommend process enhancements that bring about better operational efficiency
  • Attuned to structured thought and implementation
21

Service Operations Manager Resume Examples & Samples

  • Utilizes available reporting systems such as SAP Result Report, callout and sick lift reports and weekly hours reports to analyze and control labor, materials and expense costs, as needed, to maintain CMll profit and labor productivity at budget, while ensuring delivered quality
  • Responsible for meeting contract requirements on all maintenance accounts and ensuring delivered quality and customer satisfaction. Directly manage KMM maintenance plans, route assignment and skill set matching for all equipment loaded into the system. Ensure service orders are completed. Schedule and perform equipment, process and safety audits, and customer contact visits to ensure fulfillment of contract requirements. Ensure prompt response and resolution to all customer issues/concerns. Review and approve, where applicable, any requests for maintenance and NQR credit
  • Responsible for the accuracy, completeness, timeliness, and legitimacy of all field back reporting. Review and approve field time and expense submittals, weekly. Review and approve materials requests, repair requests and sales requests. Ensure all maintenance repair requests are confirmed “contractually covered” and “essential” by a supervisor site visit and contract review
  • Responsible for implementing and enforcing company policy, procedures, rules, programs and initiatives pertaining directly and/or indirectly to the service department. Ensure complete, accurate and timely data entry from individuals directly or indirectly accountable to service and repair operations. Ensure the protection, maintenance and proper use of company property, including; vehicles, equipment, tools, and facilities. Ensure a safe workplace for all employees participating in service and repair work
  • Responsible for fostering a consistent and fair accountability structure and methodology throughout all levels of the service department. Ensure direction and support is provided, as needed, to enable satisfactory job performance from all subordinates. Ensure direct report supervisors are competent and practiced in administering, as needed, consistent and timely reward and disciplinary actions. Provide timely subordinate coaching and corrective action, as needed, to protect departmental and company interest
  • Minimize departmental and company cost exposure. Provide assistance to other departments in equipment surveys, developing cost models and analyzing business growth benefit. Directly oversee the introduction of all new equipment from installation and modernization into the service base to insure strict compliance with the Quality Handover Policy
  • Maintain a safely and securely stored service inventory to insure minimum local stock of vital replacement components/parts and supplies. Ensure inventory accounting is kept accurate and current. Turnover requirement is a minimum of 3 times per year. Maintain tool inventory to efficiently and profitably complete maintenance and repair jobs
  • Manage tendered repairs. Ensure a tight and compacted repair schedule is maintained for all planned repair work. Ensure Service Orders and support documentation to the field, clearly and completely communicate the methodology and expected result of work assignments. Ensure completed repairs meet the contract requirements. Ensure accurate closeout accounting in accordance with procedures outlined in the Branch Process Manual
  • Conduct periodic service meetings with field personnel to communicate Company and industry updates
  • Special pilot project assignments
  • Special training assignments
  • Participation in product or business reference groups
  • Super-User assignments
  • Business operations troubleshooting assignments
  • Five years experience in maintenance/repair within the elevator/escalator or related industry
  • Familiarity with electrical mechanical and hydraulic systems as applied in industry transportation and/or conveyance systems
  • Experience or ability to learn PC database, spreadsheet, scheduling, project management, communication and word processing applications
  • Willing and able to travel with occasional extended over night stay. Automobile drivers license and frequent day travel required within branch office jurisdictional area
  • Good leadership, management, organizational, written, verbal communication and customer skills
  • Ability to read, analyze and interpret general business and technical procedures, or governmental regulations
  • Ability to write reports, business correspondence, and procedures
  • Ability to read construction drawings, layouts and electrical, hydraulic schematics
  • Ability to effectively present business information and respond to questions from groups of managers, clients, customer, and the general public
  • While performing the duties of this job, the employee is frequently required to stand; walk; to use hands to finger, handle, or feel objects or controls; reach with hands and arms; climb or balance; stoop, kneel, couch, or crawl; and talk, hear or see. The employee must occasionally lift and/or move up to 50 pounds
  • While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate
22

Service Operations Manager Resume Examples & Samples

  • At the minimum bachelor degree in engineering (Mechanical or Electrical)
  • Process Oriented
  • Good writing skills both in Arabic and English
  • Good communication skills both in English and Arabic
  • Must have been working with Major Elevator Players as Service / Maintenance Manager for at -least 3 to 4 years out of total 10 to 12 years of experience in Maintenance
23

Service Operations Manager Resume Examples & Samples

  • 10+ years of experience in IT, ideally Service Delivery roles of increasing responsibility
  • Must demonstrate strong knowledge of ITIL framework
  • Proven leadership and motivation skills
  • IT Technology Awareness beyond ITSM
  • Forward Thinker
  • Strong written and oral communication skills a must; can present formally or informally
  • Experience using performance metrics to drive accountability and continuous improvement
  • Can maintain a high level of energy and engagement, and inclusion
  • A love to learn and improve and is always looking to bring something new and helpful to the team
24

Cardmember Service Operations Manager Resume Examples & Samples

  • Motivating and educating staff to deliver on departmental goals to ensure our customers receive world class service
  • Developing strategies and processes for interacting with cardmembers to increase revenue and improve the customer experience
  • Participating in the development and enhancement of general processes and/or training procedures and managing productivity to support the service and revenue generation goals
  • Handling or assisting in resolving the most complicated technical and/or complicated transactions and operational issues
  • Participating in the development and enhancement of equipment and training procedures and programs which support products and services
  • Developing, implementing and maintaining new and revised department operating policies and procedures to increase quality of service and productivity
  • Evaluating employees' performance and providing on-going, proactive, constructive feedback
  • Three or more years of supervisory/management experience
  • Proven leadership and team building skills along with strong organizational,
  • Excellent verbal and written communication, interpersonal and organizational
  • The ability to manage multiple tasks/projects and deadlines simultaneously
  • PC proficiency utilizing Microsoft products in a Windows based environment
  • A pleasant and professional demeanor and the ability to work well with a variety
25

Senior Service Operations Manager Resume Examples & Samples

  • Minimum of 5 yrs Oracle DBA or Apps DBA experience, either as part of complex implementation projects or post implementation responsibility for production operations
  • Experience working in a global, matrix team environment with ability to drive initiatives and influence across organizational and geographic boundaries
  • Excellent English written and verbal communication skills
26

Architecture & Engineering Service Operations Manager Resume Examples & Samples

  • Maintains smooth operation of multi-user computer systems, including coordination with network administrators
  • Duties may include setting up administrator and service accounts, maintaining system documentation, tuning system performance, installing system wide software and allocate mass storage space
  • Doctorate degree in an engineering or management discipline
  • ITIL certification (v3 Foundation cert or higher)
27

Architecture & Engineering Service Operations Manager Resume Examples & Samples

  • Master's Degree in Engineering, Mathematics, or an Information Technology related field with at least 20 years relevant experience or Bachelor's Degree in Engineering, Mathematics, or an Information Technology related field and 25 years relevant experience including at least 10 years supervisory experience and experience in the management of Architecture and Engineering Organizations
  • Must have experience in managing full lifecycle (SELC) organizations which are responsible for developing complex, multi-phased IT projects in a resource-constrained environment
  • The A&E SOM must be fully familiar with IT services management model of service delivery as a process- based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers
  • The A&E SOM must be experienced in leading organizational change
  • The A&E SOM must understand Change Management lifecycle and will work closely with the Change Management Crew Lead to ensure deliverables meet stated criteria
  • Must have Secret Clearance and ability to obtain Top Secret
28

Service Operations Manager Cape Town Internet Solutions Resume Examples & Samples

  • Record agenda’s and minutes of meetings regarding technical investigations throughout the escalation lifecycle
  • Focus on driving down P1 calls and expediting support to improve MTTR per incident
  • Ensure that customer and personal notification profiles are kept up to date at all times
  • Work in tandem with IS support teams and escalations managers
  • Assist the relevant stakeholders with analysing the customer’s network demand, capacity utilization and service performance. Make recommendations on optimising where appropriate, based on statistical analysis and forward planning
  • Matric (Grade 12) Certification
  • 5 plus years’ experience in IT service operations environment, including
  • Knowledge of contract management
  • Experience in implementing best practice methodology to drive organizational effectiveness
  • Excellent written and verbal communication abilities in English
  • Team orientated
  • Stress tolerant
29

Onsite Service Operations Manager Resume Examples & Samples

  • Demonstrates awareness of the customer’s business priorities, objectives and business drivers
  • Prioritization, collaboration and process awareness
  • Possess advanced customer service skills
  • Must show competence in negotiation, managing conflict and achieving consensus in order to fulfill client requirements
  • Have a good awareness of what IS can deliver to the client, including the latest capabilities
  • Demonstrate the competency and knowledge necessary to complete their role effectively
  • Uses, understands and interprets best practice policies, frameworks and procedures (ITIL, ISO20K)
  • Demonstrates management skills, both from a people management perspective and from the overall control of process
  • Have exceptional organizational and communications skills
  • Is able to articulate all information in both written and verbal form in fluent English
  • Must be able to develop partnerships with other business units within the organization and outside suppliers in order to satisfy customer needs
  • Must be adept in integration projects
  • Demonstrate sustained performance in assignments, sound business judgment, and people skills
  • Acts as an IS corporate citizen and brand ambassador
  • Produce a Monthly Operational Summary Report which includes
  • IT related degree or Diploma from a recognised institution
  • ITIL Foundation Certificate in IT Service Management
  • Knowledge of contract management and Knowledge and experience in organizational
  • Effectiveness and operations management implementing best practices
  • Knowledge and technical aptitude for internetworking and VPN solutions, MPLS technology and network topology
  • Collaborative, open communication style
  • Analytical and pattern-aware
30

Service Operations Manager Resume Examples & Samples

  • Technical Support and Maintenance of the Business Service and Applications
  • To maintain a broad, end-to-end technical understanding of one or more components within an application / service, being recognised as the ‘go to’ person for incidents and adhoc
  • Hands-on and should be able to work independently and if required guide team mates
  • Manage and own the successful handover of change into the support environment
  • To ensure that the technical integrity and quality of the applications / services is maintained across their lifetime, supporting external areas in the development of any technical changes being proposed
  • To use system-specific knowledge and technical expertise to assist external areas in the definition of technical strategies where appropriate
  • Own maintain and track incidents through their entire lifecycle
  • Proven Analytical skills
  • Identify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systems
  • Takes responsibility for the technical solution to incidents, reacting quickly and as necessary to live software errors to limit downtime and resolve the issue
  • Plan, coordinate and supervise (where appropriate0 all activities related to the operations of the Banks production applications related to the individual Product area
  • Proven ownership and prioritisation of individual Incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
  • Owner of a group of individual Service Improvement items and responsible for their implementation
  • The delivery of documentation to agreed standards, on time and error free
  • Out of hours cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents
  • Train, develop and mentor colleagues to ensure full development of their potential
  • Act as the quality gate for external areas where relevant
  • Support the handover of the changes into business-as-usual (BAU) operation, providing the relevant IT service teams with information and education relating to the system technology and function
  • InRule
  • Microsoft Windows Workflow Foundation,
  • SCOM (Microsoft)
  • Windows .NET
  • IIS
  • Version Control Software (TFS)
  • WCF (Windows Communication Foundation)
  • Web Services / knowledge of WSDL
  • XML /XSLT
  • C#.NET
  • ASP.NET
  • Java Script
31

Service Operations Manager Resume Examples & Samples

  • Coordinate a Monthly Operational Summary Report which includes
  • A network Capacity Analysis Summary
  • A review of outstanding and implemented changes and their net effect on the customer’s “services cape” (Group of procured services)
  • An analysis of recurring incidents and a summary of outstanding problems and their respective resolution status
  • A summary of all escalations for the month and their associated resolution/s
  • A summary of applicable SLA metrics and performance statistics
  • Produce AD HOC Reports dealing with operational issues which could include
  • Root Cause Analysis (RCA) documents
  • Reason For Outage (RFO) statements
  • Run in parallel with the documented IS Escalation Process
  • “Own” escalations pre-, during, and post incident, ensuring regular and timely feedback is provided to the client throughout the lifecycle of the escalation
  • Coordinate and manage all technical conference calls, analysis sessions, and post incident reviews for P1 Escalations’ and between IS engineers, 3rd Party Vendor support teams and customer support teams
  • Act as the IS service representative to the customer on all operational issues regarding the assigned portfolio
  • Interact with and coordinate between all support teams internal within IS, and external within the customer, and bridge the divide between IS, vendor, and customer during escalations
  • Interact with IS report writers and Service Delivery Managers to fuel effective reporting and analysis
  • Ensure that SLA’s are understood and adhered to, noting areas of improvement or concern
  • Ensure that Technical Contact Lists and Vendor escalation matrices are kept up to date and disseminated appropriately amongst all relevant support structures
  • Adhere to the documented IS support and escalations process, and communicate to all stakeholders
  • Own and manage feedback to the customer at all times
  • Champion the IS Service Experience in every engagement with the customer
  • Assist with the compilation, management and improvement of the IS-customer service portfolio
  • Manage the touch points between these process areas, including coordination between teams, all communication channels both internally and externally to customers. Act as the custodian of the customer relationship during interaction with these process areas. Compile and disseminate the required collateral per process area
  • Autonomous, driven, focused, and hands-on
  • Conflict resolution
32

Jrdc Architecture & Engineering Service Operations Manager Resume Examples & Samples

  • Masters Degree in Engineering, Mathematics, or an Information Technology related field with at
  • Least 20 years relevant experience including at least 10 years supervisory experience and
  • Experience in the management of Architecture and Engineering Organizations
  • Strong background in network engineering and/or systems engineering
  • Experience in management of service delivery and staff, in a matrix-managed, geographically dispersed, environment
  • Outstanding communication skills, verbal and written, are required for this position
  • CISSP or CISM required, or the ability to be obtain within 120 days of start. Security+ certification is required on or before the start date if the Candidate does not currently have CISSP and/or CISM
  • The A&ESOM must be fully familiar with IT services management model of service delivery as a process based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers
33

Service Operations Manager Resume Examples & Samples

  • The position operates independently and within a team environment and must exercise independent judgment and decision making. Occasional travel may be required
  • Minimum of six years proven and progressive mortgage default servicing experience or equivalent
  • Bachelor's degree in business, or a related field or equivalent experience
  • Strong interpersonal, communication, problem-solving, decision-making and analytical skills
  • Sound knowledge of regulatory compliance, mortgage servicing and collateral policies
34

Service Operations Manager Resume Examples & Samples

  • Assist customers and ensure proper service levels and courtesy from all associates
  • Greet and thank customers
  • Answer or refer questions and responds to customer requests as needed
  • Bring customers to location of item
  • Perform price checks
  • Respond to customer assistance needs/calls promptly
  • Monitor and ensure prompt, courteous, and accurate customer relations
  • Supervise the front end functions to ensure positive customer relations and accurate, prompt checkout
  • Effectively communicate department priorities, policies and procedures and delegate
  • Effectively communicate department priorities, policies and procedures and delegates
  • Manage department personnel functions
  • Monitors department staffing and makes hiring recommendations
  • Trains department personnel in proper techniques and procedures
  • Conducts probationary and regular performance reviews
  • Recommends employees for advancement or special recognition
  • Provides individual and group guidance and encouragement toward department objectives
  • Ensure adherence to company policies and procedures
  • Recommends and administers corrective actions as appropriate; seeks direction from store manager and human resources as required
  • Perform as Manager on Duty supervising entire store as needed
  • Monitor overall store conditions
  • React to needs of the business
  • Ensure high level of customer service throughout the store
  • Understand and execute emergency operations procedures as needed
  • Observe standards and procedures regarding store security and confidentiality
  • Ensure proper authorization for admittance to security areas
  • Ensure security tape applied as necessary for proof of purchase
  • Secure company cash assets
  • Follow all store and department policies and procedures
  • Management retains the discretion to add or to change the position functions at any time
  • Position functions may vary by store location
35

Merchant Services Service & Operations Manager Resume Examples & Samples

  • Supervises, directs and guides Retention Team to meet unit goals and objectives
  • Coaches, motivates, educates and trains staff to provide the highest professional level of service
  • Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development
  • Goal is to attract, retain and motivate team and maintain a positive employee relations environment
  • Ensures timely and effective management of Human Resources forms and documents relevant to immediate staff
  • Develops and maintains a strategic development and marketing plan to monitor sales/retention effort and goals for the Retention team, includes unit and individual goals by district
  • Leads staff in developing and implementing sales plans to retain and expand existing and profitable relationships
  • Focuses on individual and team performance towards achieving goals and linking them to the unit’s goals
  • Provides management reporting to measure and forecast sales/retention plan results
  • Develops and maintains roles, policies and procedures for Service and Operations Department
  • Maintains a service and operational level of contact with vendors
  • Manages vendor contractual obligation to ensure performance and service level agreements are met within established guidelines and terms
  • Reports and tracks vendor performance and service level issues
  • Keeps informed of current bank policies, procedures, federal laws and regulations, and Card Association’s compliance/pricing changes and product development
  • Maintains strong knowledge of all new merchant services products, programs and sales promotions
  • Presides over service and product knowledge meetings
  • Develops project budget, plans and directs project tasks to meet Credit Card Association’s Compliance & Business enhancements and Bank/Vendor objectives
  • Develops, edits, reviews, and/or implements training materials, SPM, merchant/branch communication or marketing inserts/ correspondence, functional procedures for unit and vendor and system/product conversions
  • Manages and tracks progress and completion to established target dates
  • Maintains and deepens relationships with an assigned portfolio of clients as well as developing new business
  • Maintains contact and association with various organizations to enhance and build a strong referral network
  • Maintains relationships with all profitable/value clients in the portfolio
  • Works closely with cross-functional areas of the organization to generate sales across divisional lines
  • Provides reporting and data analysis to monitor and manage portfolio profitability
  • Participates in community activities and events
  • Minimum seven years of work experience in progressively more responsible positions in banking operations, financial services operations or high volume technical operations function of other business
  • Credit card processing business preferred
  • Work experience should include at least five years of lead/supervisory/management experience
  • Ability to write advanced Access queries and Excel formulas required
  • Knowledge of or ability to use Bank software, systems and equipment, including credit card processing systems and equipment, Customer Information System (CIS), Mobius, and other platform/sales tracking automation systems
  • Good knowledge of banking industry and products, as well as banking compliance as it pertains to credit card business
  • Must be able to provide own transportation or to operate a vehicle with a valid driver’s license, and able to commute to appointments
  • Must be able to push/lift 30 pounds
36

Service Operations Manager Resume Examples & Samples

  • Maintain the overall culture, productivity, responsiveness and profitability of the Service Center
  • Implement and maintain PSD processes and procedures for controlling inventories, materials, facilities, equipment, monies, expenditures, billing and all other items as they relate to the operation of the center
  • Achieve results for the service center in the areas of sales, profitability, and inventory goals
  • Develop and execute strategic plans by effectively utilizing marketing programs, leveraging field resources, distributor and end user product training, outside sales work-with’s and end user conversions
  • Communicate opportunities, issues, trends to management and marketing
  • Effectively manage Travel and Expense Budgets and overall P&L budgets for the Center
37

Service Operations Manager Resume Examples & Samples

  • Personal accountability and motivation: Willing to accept personal responsibility for their own activities and those within their team, and those of other teams within the IT organisation
  • Leadership: To lead from the front and be a role model to the team. Be accountable for tough decisions and recognise the successes of others
  • Team working: The ability to work as a member of a global leadership team. The ability to listen, summarise and draw conclusions from discussions
  • Personal organisation, responsiveness and issue management: the ability to remain calm under pressure, respond quickly to issues and effectively managing a variety of competing activities and priorities. Handles conflicts as they arise in an open, neutral and objective fashion, negotiating towards agreed solutions and escalating appropriately. Demonstrates strong problem-solving ability in an IT context
  • Communication skills: The ability and self-confidence to communicate concisely and effectively both in oral and written form to build and maintain business relationships, build confidence, credibility and trust with all stakeholders
  • Stakeholder Skills: Strong senior stakeholder engagement and business relationship management skills
38

Regional Service Operations Manager Resume Examples & Samples

  • Bachelor’s Degree or experience of equal value in applied discipline preferred
  • Rental company experience preferred
  • LI-TH1
39

Service Operations Manager Resume Examples & Samples

  • Formal training/certification in ITIL
  • Experience in Oil and Gas Industry
  • Experience of Leading a Service Operations team
40

Service Operations Manager Resume Examples & Samples

  • Provides daily guidance and direction to thirteen employees. Required to operate independently and within a team environment. Must exercise independent judgment and decision-making. Occasional travel may be required
  • Minimum of ten years proven and progressive mortgage industry experience to include mortgage servicing, operational risk and compliance, business process and technology optimization or equivalent
  • Bachelor's degree in business, related field or equivalent experience
  • Strong interpersonal, communication, managerial and leadership skills and qualities; proven problem-solving and decision-making skills
  • Analytical, with exposure to accounting and finance
  • Extensive knowledge of mortgage banking regulatory compliance, mortgage servicing and collateral policies
41

Service Operations Manager Resume Examples & Samples

  • Strong resource management with the ability to manage teams, personnel and customers’ needs across multiple time zones
  • A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
  • Experience effectively managing and satisfying Service Level Agreements
  • Commitment to provide continuous process improvements and innovative solutions across the project
  • Ability to build service resolution teams to react quickly to high priority incidents
  • Bachelor's Degree in a technical or business related field
  • 5 years' experience in a technical management role
  • Highly developed oral and written communication and presentation skills with the ability to convey technical and business concepts to various audiences
  • Ability to handle complex customer situations and interact with all levels of personnel to provide a quick and effective resolution
  • Operations Center Management experience
  • ITIL Foundations v3
  • 16 plus years w/Bachelors Degree
42

Service Operations Manager Resume Examples & Samples

  • Bachelor’s Degree in Business Administration or a related field
  • Progressive experience in the long term care industry, with emphasis with leading and managing teams
  • Knowledge of Medicaid criteria
  • Proficiency in analyzing and interpreting reports and trends
  • Comprehensive knowledge of all Microsoft Office applications, including Word, Excel and PowerPoint
  • AHCA Fingerprint Required
  • Organized and efficient in tracking raid log inventory and following to successful outcomes and completion
43

Service Operations Manager Resume Examples & Samples

  • ITIL v3 Foundation Certificate in IT Service Management
  • CCNA
  • CCNP / MCSE / VCP Advantageous
  • ITIL Intermediate Modules Advantageous
44

Service Operations Manager Resume Examples & Samples

  • Responsible for running the Fleet Centre of Excellence
  • Ensure Utilisation of the Fleet is managed
  • Manage Short Term Hire levels and support
  • Manage key suppliers in performance and cost
  • Maximise the availability of the Fleet
  • Manage the in cab technology and provide data for the business (telematics and cameras)
  • Demonstrate commercial, financial, technical and management skills and experience
  • Asset Management experience, preferably with vehicles
  • Knowledge of engineering and maintenance, preferably with vehicles
  • Must be able to manage and lead teams of both white collar members of staff
  • Must be able to deputise for the Fleet Director during any periods of absence from the business
  • Must be able to demonstrate that they have created and used KPIs reports for both internal and customer consumption
  • Experience in managing and delivering customer contracts and building customer relationships
  • IT literate including experience of Microsoft Office packages
  • Accurate & organised administration skills
  • Ability to work to deadlines
  • Certificate of Professional Competence in National Haulage Operations (CPC)
  • Recognised qualifications in vehicle engineering
  • Membership of an industry related professional body e.g. IRTE. CILT
45

Merchant Services Assistant Service & Operations Manager Resume Examples & Samples

  • Supervises the daily activities of the Retention Team to meet unit goals and objectives
  • Assists in directing individual and team resources towards achieving the unit’s goals
  • Assists in conducting service meetings
  • Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development
  • Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate
  • Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff
  • Manages the proper and accurate setup of new merchant accounts during the on-boarding process
  • Monitors and tracks the progress of the merchant applications identifying and escalating any issues
  • Ensures the timely review and reporting of merchant applications
  • Performs the final review within the established completion timelines
  • Assures merchants are compliant through management of both the sales and relationship officers
  • Keeps informed of and in compliance with laws, regulations, Card Association rules and Bank policies and procedures
  • Maintains knowledge of merchant services products, programs and sales promotions
  • Plans and directs project tasks to implement Card Association, regulatory, business enhancement, Bank, or vendor changes
  • Develops and implements use and update of training materials including internal and external communication vehicles, including but not limited to: statement messages, letters to merchants, presentations, branch visits/training, Standard Procedures Manual and functional procedures
  • Manages and tracks progress to established project completion dates
  • Works with vendors to ensure that performance levels are met in accordance with service level agreements
  • Tracks and reports vendor performance and service level issues
  • Manages these issues to ensure timely resolution
  • Assists in leading staff in development and implementation of plans, tactics and activities to ensure merchant satisfaction with new installations and to retention and expansion of existing profitable merchant relationships
  • Monitors to ensure accuracy, efficiency and a consistently high level of customer satisfaction
  • Maintains and strengthens relationships with the top 5% of our merchant base
  • Develops and maintains personal relationships with high-value clients
  • Participates in community activities
  • Minimum 4 - 5 years of experience in credit card processing, financial services operations, banking operations or equivalent work experience
  • Minimum 2 – 3 years of work experience in Client Services or equivalent experience requiring people skills
  • Minimum 1- 2 years of team leadership/supervisory/management experience
  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software
  • Technical knowledge of credit card processing systems and equipment, and tracking automation required
  • Good knowledge of banking industry and products, as well as banking compliance as it pertains to credit card business or working knowledge and ability to increase knowledge in relatively short time
  • Able to meet deadlines and handle multiple priorities
  • Demonstrated competencies in the areas of planning, leading, organizing, directing, process and project management
  • Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently
  • Must be customer service oriented and exhibit a positive mental attitude
  • Able to travel by air
46

Service Operations Manager Resume Examples & Samples

  • Demonstrate a love of food and passion for people, incredible customer service and performance excellence through example and team member education
  • Encourage teamwork through cooperative interactions with co-workers
  • Ensure proper product handling to control cost (e.g. shrink and waste)
  • Follows all company, store and department policies and procedures
  • Manage the front end while adhering to local, state and federal regulations and requirements
  • Institute ‘Best Practice’ leadership and management principles
  • Instill a positive, motivating work environment that results in a collaborative front end team
  • Establish expected customer service objectives for all front end associates and ensure consistent application from all associates
  • Ensure appropriate staffing, training, scheduling, safety, sanitation, inventory control, equipment maintenance and shrink control to achieve expected results
  • Assign and direct workflow to ensure excellent and timely service is delivered to meet and/or exceed the front end’s labor goals and productivity expectations
  • Assist with labor scheduling, bookkeeping, and management reports
  • Act as the manager-on-duty at least two nights per week and assume responsibility for the entire store
  • Properly operate equipment (e.g., register, scanner, computer, flatbed, shopping cart) according to company
  • Communicate daily with the store director regarding the department status (e.g., success, issues and planning)
  • Physical demands include, but are not limited to, frequently walking, standing, lifting/carrying objects 10-25 lbs.; occasional turning, kneeling, reaching, squatting, stooping/bending, lifting/carrying objects up to 55 lbs., and pushing and pulling objects up to 200 lbs
  • Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports
  • High school diploma/GED, 3+ yrs retial supervisory experience, or equvilent combination of education/experience
  • Effective leadership, interpersonal communication and customer service skills
  • Ability to work in a fast paced environment; strong time management skills
  • Sound judgement/problem solving and decision making skills
47

Service Operations Manager Resume Examples & Samples

  • 7+ years relevant operational outsourcing/business operations experience, including
  • Comfortable with presenting and communicating solutions to clients at a business level
  • High degree of Integrity and professionalism
  • Will be able to operate effectively in an environments where there are a number of competing pressures, including include managing stakeholder expectations, reshaping expectations, operating within the commercial constraints of the program
  • Excellent interpersonal skills. Should be able to project confidence
  • A team player willing to develop and share IP
  • A strong client service orientation
  • An inquisitive mind and a can-do spirit
  • Focussed on sustaining organisational goals and objectives
48

Service Operations Manager Resume Examples & Samples

  • Minimum 5 years call center experience, with 3 years management, supervision, quality and/or training experience with PBM experience (and a MedD focus) required. Must have experience with staff management and development, client services, scheduling, metrics and meeting defined contact center goals
  • Budget development and oversight experience required
  • Broad knowledge/experience in: customer service processes and techniques; government contract management; organizational effectiveness and operations management implementing best practices
  • Ability to multi task many functions simultaneously and operate in a fast paced environment
  • Ability to work independently or in a team setting
  • Excellent communication skills both verbal and written including demonstrating professionalism and courtesy with all clients, both external and internal
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives; ability to delegate responsibilities effectively
  • A demonstrated commitment to high professional ethical standards and a diverse workplace
49

Service Operations Manager Resume Examples & Samples

  • Responsible for ensuring the highest level of customer service and hospitality throughout the store
  • Must be a leader/role model who resolves problems, makes informed decisions and manages the frontend to achieve expected results
  • Must have the ability to create positive, motivating work environment that results in a collaborative frontend team
  • Establishes Customer Service goals for all frontend employees
  • Accountable for staffing, training, scheduling, safety, sanitation, inventory control, equipment maintenance and shrink control
  • Responsible for all Human Resources-related events and issues and maintains all employee confidential records
  • Assigns and directs the workflow to ensure excellent and timely service is delivered through appropriate staff planning and scheduling to meet/exceed the front-end labor goals and productivity expectations
  • Responsible to assist in a variety of departments to ensure customer satisfaction
  • 1-2 years of grocery or retail experience preferred. Excellent communication skills with the ability to work with a variety of internal and external customers Must have knowledge of business and management principles and practices. Must have basic accounting and financial skills. Strong time management and organizational skills required. Bachelor’s Degree with a concentration in Retail Merchandising, Human Resources, Business Administration, Communications or Supply Chain highly preferred. Must be proficient in Microsoft office applications
50

Service Operations Manager Resume Examples & Samples

  • Reactive and Scheduled Service Capability/Capacity Development
  • Technical Equipment Aptitude
  • Foodservice Experience
  • Deliver Operational Stewardship
  • Annual Long Term Business Planning
  • Performance Management
  • Handling customer service issues/opportunities promptly
  • Building Collaborative Working relationships with Operations contacts of key suppliers
  • Project Execution
  • Operations Training and Development
  • 2-5 years of Service Network Operational Management or Customer/Sales Management experience
51

Service Operations Manager Resume Examples & Samples

  • Good Technical understanding of the services within the Internet portfolio, with a sound appreciation of the associated business processes
  • Ability to build & maintain a strong working relationship with other Technical teams using the agile methodology (internal and external), Infrastructure Partners and Service Engagement Managers
  • Ability to shape and co-ordinate delivery of key initiatives to deliver improvements in stability
  • Ability to lead triage and investigation on Major Incident calls from and application and service perspective, with speed and efficient recovery at optimum levels
  • Good understanding of risk management
  • Good understanding of the cost of the e2e service provision, and delivery of associated savings
  • Accountable for the on-going maintenance of all relevant service documentation in line with agreed standards on the Service Run Books site (includes SLAs, Support Models, OLAs, Service Maps and Service Review minutes)
  • Work with Service Transition to accept new services into Production
  • Takes a lead role in regular Service Reviews and Supplier Reviews (where appropriate), producing and presenting the monthly review packs at multiple meetings
  • Negotiating SLA targets with other areas of the bank and ensuring supporting teams are delivering against agreed targets
  • Analysis, approval and stakeholder communication of technology change on services within your portfolio, in conjunction with the associated Service Engagement Managers
  • Extensive knowledge and understanding of the technologies that underpin our services
  • Experience working in an agile environment
  • Ability to interact with technical specialists and to decompose services into logical processes to aid investigation and triage of live service incidents
  • Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
  • Familiar with company's stated technology practices and direction and major IT initiatives and key issues
  • Ability to take a logical approach to problem identification, solutioning workarounds, root cause investigation and lead participation in Post Incident Reviews
  • Self-starter and ability to operate independently
  • Pragmatic and common-sense driven execution
  • Ability to articulate and discuss technology issues with business and technology stakeholders
  • Excellent facilitation in extreme high pressure situations where critical service availability is compromised and/or Barclays reputation is at risk
  • Highly organised, structured and logical thinker
  • Considerable experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
  • Innovative – putting forward new and improved working processes that help us in our aim to be the ‘go to’ bank
  • Awareness of, adherence to and compliance with governance, risk policies, procedures and compliance policies
  • The ability and willingness to escalate breaches of policies and procedures
  • The ability to maintain appropriate documentation
52

Industry Service Operations Manager Resume Examples & Samples

  • To apply the Quality Management System
  • To implement CPP Methodologies
  • To contribute to ongoing process improvement
  • To maintain General Management skills and knowledge in line with corporate direction and best practice
  • Communication and Reporting
  • To develop communication plans for associated business requirements, including all communication within requirements and with key BU stakeholders
  • To manage execution of service Business and maintain high levels of Skill set and maintain/improve knowledge requirements to sustain present and future business growth
  • To communicate all proposed improvements and ensure implications of approved improvements to enhance business growth
  • To conduct all communications in a professional manner to all BU stakeholders
  • To determine strong customer relations
  • To assist Sales personnel and relative BU stakeholders for business growth and enhancements
  • To manage customer expectations and ensure high focus on Customer satisfaction
  • To contribute to the development of case studies where required
  • Accuracy and Attention to Detail
  • PC Literacy (MS Office / Syspro / Autocad/SAP Basic)
53

Service Operations Manager Resume Examples & Samples

  • Excellent analytical and problem solving skills. Strong understanding of analytical methods and reporting/data modeling is required
  • Bi-lingual is a plus
  • CCNA certification is a plus
  • 5+ years in Collaboration-relevant SaaS environment preferred
54

Service Operations Manager Resume Examples & Samples

  • Manages a team of delivery Engineers and Consultants
  • Works with Area Operations Director and Managing Solution Architects to forecast resource needs and ensure appropriate staffing levels
  • Assists with the recruitment and qualification of new engineering team members in order to provide sustained quality growth
  • Provides and oversees the mentoring for orienting new hires and providing long term career planning of all engineering resources on their team
  • Represents Dimension Data on a business level at client meetings
  • Serves as the Technical Manager for delivery of Global Operations
  • Reviews and tracks their team’s project deliverables, resources, and client satisfaction, acting as a player/coach to team members
  • Assists with the development and rollout of new delivery methodologies and continually reviews and updates current methodologies
  • Drives superior working relationships with key vendor Delivery/SE contacts
  • Deep understanding of technical capabilities across a broad range of products/solutions
  • Ability to map business needs to technology solutions
  • Interpersonal skills with the ability to develop strong client relationships
  • Ability to engage and lead a team of engineers/consultants
  • Analytical skills and proven ability to work with a client to understand requirements and define appropriate technical solutions
55

Service Operations Manager Resume Examples & Samples

  • Plan, organize, direct and control all building automation service operations activities to assure profitable growth. Advise management on local operations planning including resource hiring, development and allocation, financial forecasting, monitoring and issue resolution planning
  • Manage revenue and gross margin to achieve monthly and annual business plans. Monitor project status and control job costs to maintain margins
  • Direct and supervise the development of service work to insure customer commitments are met within the estimated dollars. Oversee supervision of all service and retrofit work and personnel on assigned jobs. Ensure schedules are maintained and work proceeds in accordance with agreement requirements and customer expectations. Determine resource needs (e.g. staffing, tools) and provide any corresponding documentation
  • Provide technical and operational support for the sales teams including proper pricing and scope of work definition for service agreement and service project opportunities. Communicate regularly with customers through all phases of the service work we perform for them. Build and maintain an effective operations organization committed to customer and employee satisfaction and profitable growth
  • Manage or advise on hiring, training and development, allocation and performance assessment of personnel within area of responsibility. Assist branch with training and development of operations personnel including training on use of financial reports
  • Ensure the proper implementation of all company policies, procedures and productivity tools where applicable. Maintain current knowledge of regulatory laws, changes and requirements and ensure compliance. Advise and implement industry/field best practices to improve products, applications and services
  • Qualified Applicants must be legally authorized for employment in the Unites States
  • Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States
  • Associates degree in Business Administration, or equivalent work experience
  • 5 years experience in the installation and maintenance of low voltage electronic systems including at least two years of supervisory or management experience
  • Strong understanding of financial reports and ability to implement cost controls
  • LI-MCO
56

Service Operations Manager Resume Examples & Samples

  • Plan, organize, direct and control all building automation, fire, and security service operations activities to assure profitable growth. Advise management on local operations planning including resource hiring, development and allocation, financial forecasting, monitoring and issue resolution planning
  • 5 years experience in the installation and maintenance of low voltage electronic systems(Building Automation Systems, Fire & Security Systems) including at least two years of supervisory or management experience
  • Excellent listening, oral and written communication skills. Excellent organizational skills must be able to handle multiple tasks and duties effectively
  • Fire: NICET Level II Fire Alarm Certification required or must successfully test for NICET Level II Fire Alarm Certification within 18 months of assuming position
  • Must obtain state or local fire alarm license as required by local or state regulations within six months of assuming position
  • Individual must possess a valid Driver's license in good standing
  • Individual must be at least 21 years of age in order to participate in the required Siemens vehicle plan
  • Individual must possess a valid Driver’s license in good standing
  • Bachelors degree in Engineering preferred or related Industry Experience
57

Service Operations Manager Resume Examples & Samples

  • University degree minimum or work experience equivalent
  • Customer relationship management skills and experience
  • Market and customer business understanding
  • Solid knowledge of maintenance methods in elevator industry
  • Knowledge of modernization and maintenance methods
  • Wide knowledge of construction industry contracts and their management
58

Service Operations Manager Resume Examples & Samples

  • Reviews project proposals/SOWs, project plans, documentation, pricing and delivery schedules
  • Assists in sales process through engaging in technically complex pursuits
  • Serves as the Technical Manager for project challenges within region
  • Works with other Service Operations Managers to drive delivery-specific initiatives and ensure adoption by region
59

Service & Operations Manager Resume Examples & Samples

  • Provide ongoing coaching, and development of center service staff
  • Ensure excellence in all med student experiences at the live center
  • Develop and implement course delivery improvements based on various forms of feedback
  • Advise students with professionalism and expertise, use a consultative sales approach with new prospects
  • Resolve student concerns and lead center staff to take proactive measures to prevent customer complaints
  • Strives for operational excellence and efficiency of the med center programs
  • Hiring, managing, coaching and performance assessment skills
  • Strong team-building skills and ability to motivate team to continuously improve performance
  • Excellent interpersonal, communication, presentation, and leadership skills
  • Strong problem-solving and decision-making capabilities; strong analytical skills
  • Organizational and long-range planning skills with the ability to handle numerous details
  • High energy level, confident and optimistic demeanor and the ability to thrive in a fast-paced environment
  • Results focus and strong management skills with the flexibility to handle multiple tasks
  • Ability to work effectively in a dispersed workforce
60

Shared Service Operations Manager Resume Examples & Samples

  • Experience building and maintaining process documentation and optimizing business processes
  • Strong communication skills especially as it relates to supporting on going HR transformation efforts
  • Experience collaborating with teams in different regions - understanding regional needs and nuances
  • Experience with controls auditing and remediation
  • Proven track record of delivering process optimization in a shared services environment
  • Workday experience with Business Process Configuration and reporting writing a plus
61

Technical Field Service Operations Manager Resume Examples & Samples

  • Reviews customer metric data and develops plan to improve satisfaction levels
  • Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction (Sales, Technical, Clerical, Supervisory)
  • Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the district
  • Partners with the Region Routing Office to adjust and improve the routing process, as well as to ensure technician data (schedules, seed points, profiles) is accurate
  • Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, Sears Smart Toolbox (SST) messages, handling associate complaints and employee recognition and award meetings
  • Analyzes and reports daily, monthly and annual business performance trends (revenue, cost management, profitability, customer satisfaction, etc.), and develops and/or recommends strategic solutions to improve business performance and meet Earnings before Interest, Taxes, Depreciation and Amortization (EBITDA) goals
  • Partners with Loss Prevention to reduce shrinkage
  • Communicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associates
  • Follows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety Matrix
  • Maintains a high level of “in stock” parts inventory for both branch units and trucks, to adequately serve the customers needs
  • Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates
62

Principal Service Operations Manager Resume Examples & Samples

  • Minimum of 7 yrs Oracle DBA or Apps DBA experience, either as part of complex implementation projects or post implementation responsibility for production operations
  • Extensive experience working directly with customers in an IT services environment
  • Proven ability to develop trusted relationships with customers
63

Service Operations Manager Resume Examples & Samples

  • Manage day to day IT Operations
  • Define Service Level Agreements (SLA’s) for IT applications and infrastructure
  • Monitor all environments to ensure compliance to SLAs
  • Conducts process self-assessments and prepares and presents high-level management briefings on the status of all in-scope ITSM processes
  • Facilitates the optimization of business performance by enhancing alignment between IT Service Management disciplines and business objectives
  • Performs regular process audits to ensure consistent delivery of service while assessing specific areas for improvement; communicates process performance to leadership and associates to help enforce adherence
  • Provides content knowledge for on-going process development, sustaining user base support and strategic planning activities
  • Collaborates with industry experts to analyze assigned IT Service Management discipline to evaluate areas requiring improvement
  • Ensures that the assigned IT Service Management disciplines are aligned across all ITSM areas
  • Leads process analysis and re-engineering efforts, with an understanding of technical problems and solutions as they relate to the current and future business environment
  • Provides infrastructure domain architecture support for selected infrastructure domains in support of the Solution Delivery Infrastructure Architect
  • May manage contract or service provider resources
  • Provides direct and/or indirect development and supervision
  • Manages and motivates staff; reviews and assesses performance, develops and builds employee skills, supports their professional development and enables employees to optimize their contribution to the department and company
  • Bachelor’s Degree*; computer science or related field strongly preferred
  • 10+ years’ experience in IT including IT Service Management (ITSM) or IT Operations
  • Prior management experience including strong leadership skills to effectively lead team members, providers and project efforts
  • ITIL or similar certification preferred
  • Experience working in a large, global, highly matrixed environment preferred
  • Excellent organizational, analytical, written/verbal communication and presentation skills
  • Strong interpersonal skills which provide the ability to
64

Service Operations Manager Resume Examples & Samples

  • Define, develop and communicate the Service Delivery operations processes and procedures
  • Provide input into the development of a tactical strategy and develop and implement a supporting operational strategy
  • Ensure the successful transition and operation of Services Contracts
  • Project future revenues and expenses, establish financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue
  • Manage stakeholder relationships and monitor client experience and contractual compliance for all relevant contracts
  • Provide sound consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues
  • Ensure operational efficiency through the development and implementation of sound operational, process, quality, standard and service optimisation processes
  • Develop processes and approaches that enable a continuous improvement program
  • Provide accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency
65

Service Operations Manager Resume Examples & Samples

  • Demonstrated successful experience in leading a large team in the repair or manufacturing of complex and diverse electronic devices
  • In-depth knowledge of common and specialized, industry accepted repair and test practices of high tech products
  • Knowledge of ISO/GMP, BSI and FDA processes and regulations
  • Knowledge of Lean and Six Sigma improvement techniques
  • Ability to identify and mobilize internal / external resources as required
  • Ability to lead, coach and motivate direct reports in a variety of related fields or specialties
  • Must be an excellent communicator, both orally and written
  • Intermediate to advanced knowledge of Microsoft Office applications and SAP
  • 6+ year’s experience in a Customer Serviceenvironment, preferably in a high-tech industry
66

Field Service Operations Manager Resume Examples & Samples

  • Technical degree/diploma in a related discipline
  • Red Seal Heavy Duty Equipment License (or equivalent) is preferred
  • 10 years’ experience with related industry equipment (crushing/screening, tunneling and surface drills)
  • Previous experience with Sandvik equipment would be an asset
  • Strong knowledge and understanding of the mining and construction industry
  • Excellent proficiency in reading hydraulic and electrical schematics
  • Ability to lead a team to achieve required targets
  • Demonstrated problem solving and troubleshooting skills
  • Must be bilingual (English & French)
  • Ability to work underground (as required)
  • Must be legally eligible to work in Canada
67

Service Operations Manager Resume Examples & Samples

  • Possess small business skills such as inventory control, merchandising, marketing,
  • Excellent skills in Microsoft applications; Excel, Power Point, Word, Outlook
  • Maintain appropriate conduct in and out of the service center environment when
  • Maintain the overall culture, productivity, responsiveness and profitability of the Service
68

Senior Service Operations Manager Resume Examples & Samples

  • Manage the global project management or engineering teams within hardware or software organization
  • Responsible for field operations on self implementation projects including site management, technical advisory services, and construction/commissioning execution on multiple extended scope projects including the proposal phase through final acceptance
  • Develop execution strategies including subcontracting structure and lead the subcontracting process, pre-qualifications, and negotiations
  • Develop construction plans and required cycles / sequences
  • Support customer tender documents submittals and required responses to customers
  • Develop resource estimates for the site staff and assign site teams based on project requirements
  • Support ITO on installation labor and equipment estimates
  • Monitor project performance in all areas including cost, schedule, technical advisory services, EHS and quality
  • Identify performance issues and provide the leadership to resolve issues and ensure the project success
  • Use lean and digitization tools to drive optimum process discipline across all project sites
  • At least 5 additional years of experience in a field services role
  • At least 5 years of experience in a managerial position
69

Service Operations Manager Resume Examples & Samples

  • Degree level standard of education in Chemistry or related science
  • Two years’ experience in a similar Customer Service role, or strong desire to move from Science role to a more Customer focused role
  • Ability to communicate both verbally and in written communications. Able to formulate precise accurate responses to both internal departments and external customers
  • Able to consolidate complex information and formulate appropriate responses to customers
  • Excellent confident telephone manner
  • Shows understanding of the operational processes regarding the production of products and their flow through the supply chain
  • Experience of export of goods, preferably hazardous and the documentation involved
  • Computer literate in Excel and Word. Able to manipulate documents and spreadsheets. Use of MRP systems an advantage
  • Flexible working to ensure that the Customer Service function is covered during office hours
70

Wealth Service Operations Manager Resume Examples & Samples

  • The Application Support and Service Management (ASSM) team within PCB directly support more than 300 services supporting Retail, Corporate and Wealth Operations and Customers, and maintain management oversight and accountability for their supporting internal and external technology services. The services are a mix of criticality A, B, C and D
  • Within the Wealth & Investment business, we generally support clients of high net worth. Risk & control is a vital function to ensure compliance with bank standards and protect our services. This specific role will direct the risk & control delivery for wealth in response to Barclays compliance, audit and control initiatives
  • It is an extremely challenging role that will require an understanding of application support, risk & control as well as good influencing skills
  • The role holder will be responsible for
  • Face off to Wealth CIO on a weekly basis primarily covering
  • General knowledge of a range of different technologies
  • Has practical experience of working in a production support environment to the extent where they have an awareness of how it fits into delivery lifecycle, monitoring/alerting, incident resolution, user provisioning, environment maintenance, etc.
  • Ability to interact with technical specialists to arrive at a solution for a control initiative
  • Able to quickly absorb and assimilate large amounts of information to identify the most appropriate course of action to ensure consistent quality
  • Has working knowledge of risk & control initiatives in a technology environment. Previous job title does not need to be solely risk & control focussed
  • Good analytical skills and able to plan and prioritise work accordingly
  • Must have good communication and influencing skills and be able to be pragmatic and resourceful in complex/difficult situations
  • Able to build relationships with people at all levels across the organisation
  • Extremely well organised with confidence to push back on items which do not have sufficient priority
  • Experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
71

Service Operations Manager Resume Examples & Samples

  • Good Technical understanding of the services within the portfolio, with a good appreciation of the associated business processes
  • Service Management experience in FLEX/UBS core banking apps and Integrations services (ETL/RT)
  • Experience in Risk and Governance from a SOM perspective
  • Ability to build & maintain a strong working relationship with other Technical teams (internal and external), Infrastructure Partners and Service Engagement Managers
  • Support the shaping and co-ordinated delivery of key initiatives to deliver improvements in stability
  • Ability to lead, with support when required, triage and investigation on Major Incident calls from and application and service perspective, with speed and efficient recovery at optimum levels
  • Start to understanding of the cost of the e2e service provision, and delivery of associated savings
  • Responsible for the on-going maintenance of all relevant service documentation, for lower tiered services, in line with agreed standards on the Service Run Books site (includes SLAs, Support Models, OLAs, Service Maps and Service Review minutes)
  • Hold Technology Portfolio Reviews with the appropriate Service Engagement Managers and Application Leads, reporting on performance against Operating Levels, Service Improvements, Risk Position, New Demand, etc
  • Takes a lead role, supported where appropriate, in regular Service Reviews and Supplier Reviews (where appropriate), producing and presenting the monthly review packs at multiple meetings
  • Feed into the negotiation of SLA targets with other areas of the bank and ensuring supporting teams are delivering against agreed targets
  • Analysis and trending of incidents, root cause and other MI to allow improvement initiatives to be incepted and delivered in conjunction with Service Engagement Managers, where required
72

Service Operations Manager Resume Examples & Samples

  • Be responsible for the management of a Business Unit in the region
  • Provide help and advice to clients using the Dimension Data products and services
  • Investigate and solve client problems which have been escalated by more junior employees
  • Take responsibility for the analysis of statistics and other data to determine the level of client service provided
  • Contribute to and assist with the maintenance of the information technology site plan
  • Manage the team to ensure maximum up-time and the accurate and early response to client operational issues
  • Assist with the identification of user and employee training requirements
  • Be responsible for preparing, revising and submitting reports to the relevant stakeholders and present these at the relevant forums
  • Understand revenue targets in conjunction with senior management, and drive profitability of all projects and operational services within the Business Unit
  • Be responsible for operational management of the team, creating and executing on plans and reporting on the team activities in the required forums
73

Service Operations Manager Resume Examples & Samples

  • Primary duty is to exercise discretion and independent judgment when dealing with critical matters within the Sales & Service area
  • Environmental, Health & Safety - Carries out managerial responsibilities in accordance with the organization’s policies, procedures, local regulations, OSHA, EPA, DOT, and ISO9000 requirements
  • Training – Monitors training of field to insure appropriateness based on position and job duties. Assist the Corporate Training department to insure required training is completed in accordance with state, government and EnerSys policies
  • Real Estate - Responsible for the maintenance and up-keep of all building operations such as HVAC, electrical, telephones, safety equipment and company machinery. Works closely with the Manager of Real Estate during lease renewals, facility expansions and relocations
  • Personnel - Provides support, direction and coaching to subordinate employees in the areas of disciplinary action and problem resolution
  • Assists with planning and development of area budgets and monitors expenditures
  • Function as the primary conduit for the flow of Company information to and from the Area
  • Assists in the development of plans for efficient use of materials, equipment and employees
  • Manage all Scrap and Used Equipment purchasing and resale costing
  • Assist Sales and Service Managers with daily processes and policies
  • High School diploma or general education degree (GED); or two to five years related experience and/or training; or equivalent combination of education and experience
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
  • Aility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
  • Must be proficient in the used of PC based Windows applications such as Microsoft Office Word, Excel, Outlook, Access and Power Point; Internet Explorer; and other programs as deemed necessary by the manager. Order entry processing and inventory control through the BaaN system
74

Service Operations Manager Resume Examples & Samples

  • Lead and motivate a team of 8 and drive performance of Service Customer Service team by developing, training and coaching team
  • Drive performance of the team including active participation in PMD discussions
  • Manage all aspects of talent management, including talent selection, hiring, talent development, PMD processes, PIP’s and terminations
  • Drive change to the field service operation, develop best practices and embed continuous improvement into the service customer service organization
  • Maintain KPI’s to support business growth. Monitor and report the individual and team performance against the agreed service levels
  • Develop and fine tune procedures around call management, engineer dispatching, records management and invoicing
  • Proactively work with other members of the Service Leadership Team with focus on improving cross-functional processes targeting productivity and customer satisfaction
  • Manage the field service management solutions platform (ASTEA)
  • Plan, administer and control budgets for contracts, equipment and supplies
  • Manage the overall system management of our internal field service management solutions platform
  • Customer focus – Builds strong customer relationships and delivers customer-centric solutions
  • Drives Engagement – Creates a climate where people are motivated to do their best to help the organization achieve its objectives
  • Action Orientated – Takes on a new opportunity and tough challenge with a sense of urgency, high energy and enthusiasm
  • Situational Adaptability – Adapts approach and demands in real time to match the shifting demands of the business
  • Directs Work – Ability to provide direction, delegates work effectively and removes obstacles to get work done. Provides clear direction and accountabilities
  • Communicates effectively – Develops and delivers multi-mode communication that convey a clear understanding of the unique needs of the different audiences
  • Plans and Aligns – Plans and prioritizes work to meet commitments aligned with organizational goals
75

Service Operations Manager Resume Examples & Samples

  • Provides business requirements to IT and other functions for negotiation of new or existing technology and process solutions
  • Represents the banners business needs and company strategy in this activity
  • Performs or oversees analysis and benchmarking (possibly in collaboration with other functions or vendor partners) to understand and improve current business situation
  • Works with IT to drive enhancement and release schedules, focusing on minimizing impact to stores and customers. Acts as filter and gatekeeper for banner requests for changes to POS, front end design, self-checkout
76

Service Operations Manager Resume Examples & Samples

  • Supervise successful transition and the production roll out schedule of new software technologies to production service, delivering new capabilities to our customers
  • Develop program plans, conduct cost/benefit and risk analyses, produce contingency options, and recommend courses of action
  • Execute on delivery of large, complex projects
  • Coordinate software deployment to customers
  • Define, track and manage operational KPIs
77

Service Operations Manager Resume Examples & Samples

  • Protect the Production environment
  • Management of high severity incidents that impact (or have the potential to impact) services managed by, or consumed by, the Barclays Business Units
  • Manage Information and Central Data applications and services in line with agreed controls
  • Provide full transparency to stakeholders on application performance and risks
  • Manage the production technical control environment
  • SOM leads on service management and service improvement / cost reduction activities
  • Ability to lead triage and investigation on Major Incident calls from an application and service perspective, with speed ensuring efficient recovery at optimum levels
  • Good Technical understanding of the services within the portfolio, with a sound appreciation of the associated business processes
78

Technical Service Operations Manager Resume Examples & Samples

  • Oversees administrative personnel and technical contributors responsible for technical support and technical content of technical service upgrades, maintenance and repair
  • Oversees interactions between the regional service operation and partners at our manufacturing locations such as IT, Engineering and Quality to ensure development and delivery of appropriate tools and systems to support technical service
  • Monitors compliance to FDA and quality system requirements, and develops strategies to close compliance gaps and improve quality performance of technical service
  • Represents technical service in internal and external audits of the EMEA service processes
  • Responsible for the development of content, planing and provisioning of technical training to internal and external technicians in the EMEA region
  • Identify and implement process improvement opportunities according to lean methodology practices
  • Responsible for technical service contracts
  • Establish objectives, compose and conduct performance reviews and monitor progress toward objectives – providing timely and professional feedback and coaching to direct reports
  • Coordinate, gather and analyze statistical data relating to repair trends and other service related activities
  • Manage corporate resources, including: vehicles, test equipment, loaners, computers, and spare parts; direct resource allocation of team members within the district
  • Works with Service Marketing to understand customer needs to develop and put in place service offerings to the market
  • May make technical presentations at sales meetings and customer locations
  • Bachelor’s level or degree in Business Administration, Engineering or related field or equivalent experience
  • Minimum five (5) years experience as a technical consultant servicing electronic, biomedical electronic and/or equivalent equipment
  • Minimum three (3) years in a leadership role
  • Work experience from regulated industries such as automotive, medical device, pharmaceutical
  • Experience in the Medical Device Industry
  • Green/Black Belt LEAN certification a plus
  • Strong in data analysis and Excel
  • Prior experience using Salesforce.com or other CRM system
  • High-energy with a strong entrepreneurial work ethic
  • Demonstrated team leadership abilities
  • Time management skills and the ability to manage multiple priorities
  • Diligence to ensure thorough follow-up on escalated issues
  • Possess a strong commitment to company values
  • Fluency in other European languages
79

Service Operations Manager Resume Examples & Samples

  • The Americas Field Operations Manager will manage and lead support functions essential to field force productivity and effectiveness. The functions include planning, reporting, field process optimization, training, sales program implementation, ad hoc reporting, project management, global project representation and compensation design & execution
  • Responsible for work the regional Director to prioritize, manage and execute, productivity and effectiveness initiatives for the Americas Service organization by working closely with internal and external stakeholders to ensure assigned objectives and priorities are established and implemented
  • Coordinates sales forecasting, monthly operating review planning and budget process used within the organization. Coordinates planning activities with other functions as required
  • Proactively identifies opportunities for service delivery improvement. Works closely with field management to review service process quality and identify opportunities for improvement. Assists service management in understanding roadblocks and facilitates continuous process improvement
  • Monitors accuracy and distribution of service reports and other data essential to run an efficient and effective field organization. Recommends revisions to existing reports and develops new reports or processes as required
  • Implements technologies, including CRM, to the field teams. Monitors the service organizations compliance to measure effectiveness and impact of these technologies
  • Provides input to senior leadership regarding the development and administration of sales and service delivery incentive plans. Works with internal business partners in the development of incentive plans
  • Coordinates training to service, service management, sales, sales management, and sales support personnel including technical and professional training curriculums
  • Builds strong relationships with key business partners within and across the organization to help drive the success of the Americas Discovery and Analytical Solutions Team and PKI overall
  •  4+ years of demonstrated experience in sales management
  •  A results-driven leader who has a demonstrated track record of managing analytically rigorous initiatives
  •  Has displayed success as an innovator with capability to manage, organize and drive insights from complex data
  •  Ability to foster close relationships with peers, service management, sales organization and who solicits input from others and transitions concepts into actionable plans to achieve business objectives
  •  Possess excellent leadership and managerial skills emphasizing teamwork, staff development, cross-functional collaboration, and budgetary control
  •  Demonstrated team leadership and teamwork skills in a complex, fast-paced, changing environment to deliver value-added results to the organization
  •  Experience of achieving results in a culturally diverse workplace through international projects and global teams
  •  Demonstrated ability to apply PerkinElmer's corporate philosophy, core values and operate within company policies and procedures
80

Service Operations Manager Resume Examples & Samples

  • Manage a suite of existing applications and tools, including project management, data management, scheduling, methodology, and reporting
  • Identify issues within existing tools and processes
  • Be able to understand, at a deep level, how our tools work and how they can be configured and optimized
  • Find and evaluate new tools and make suggestions to the team
  • Develop custom tools and applications
  • Analyze, distribute and report on existing data
  • Take suggestions from global team members and organize them into requirements and a project plan
  • Manage full cycle projects to a successful outcome
  • Combine all of the above with excellent communication skills, flexibility and a killer attitude
  • Permanent Position
  • Relevant practical experience in program or project management
  • Strong professional communication (written and verbal), organizational, analytical and problem-solving skills, along with attention to detail
  • Proactive management of projects, heightened communication and extraordinary time management skills
  • Self-starter
  • A good understanding of cloud computing and solutions
  • Salesforce certification required; advanced Salesforce certification(s) preferred
  • Previous salesforce.com product experience is a requirement
  • Familiarity with CRM, including data management is a necessity
81

Service Operations Manager Resume Examples & Samples

  • Develop Infrastructure Operations strategy, roadmap and execution plan that significantly improves bank’s infrastructure operations practices and maturity and enables high reliability, security and scalability of bank’s core platforms and application ecosystem
  • Assess current infrastructure operations capabilities/services and contribute to future state organization transformation
  • Create a data driven Infrastructure Operations organization; define and execute Infrastructure Operations balanced scorecard of key metrics and KPIs
  • Manage infrastructure operations approach to core platform replacement for mission critical insurance systems as well as legacy systems
  • Support security, audit and compliance priorities
  • Manages change initiatives in a systematic manner to ensure systems availability, performance and reliability
  • Manages infrastructure operations projects that may require cross-department resources and coordination
  • Directly supervise operations staff and carries out management responsibilities in accordance with the organization's policies and processes
82

Principal IT Service Operations Manager Resume Examples & Samples

  • Define support tools and automation strategy including inputs/outputs on support tools requirements, adoption and availability
  • Enable the digital experience, translating defined support scenarios into systems & tools
  • Provide ServiceNow Support for UES and Site Ops IT onsite support solutions for programs, initiatives and/or additional demand such as Venture Integrations, new Tech Links, vendor resourcing, new client headcount and new Microsoft sites
  • Sign-off for Audio Visual (AV) -IoT Technology Supportability. AV Risks assessments and mitigation plans
  • Partner with research teams to deploy new solutions in our support services (AI, Cognitive Systems, Recognition, Natural language, Cortana)
  • Define the roadmap for Site Operations Data. Develop centralized reporting & Business intelligence strategy
  • Bring data models into our predictive analytics activity to enable more educated decisions
  • Collaborating closely with Engineering and Product Group teams to ensure alignment on trends, user experience and demand management
  • Promote solutions built on Microsoft technology
  • 10+ years of business experience; self-motivated, confident working at a senior executive level and comfortable working in a matrixed organization
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Ability to translate complex ideas and issues into clear and consumable strategy for tools, systems, and technology
  • Strong communication skills across a complex stakeholder network. It’s important that this role ensures strong communications to organization - updating regularly with what’s new, what’s happening, what technology we are launching/fixing, etc
  • Excellent analytical, problem-solving, strategy, and decision-making skills, including proven ability to think strategically and execute on plans to achieve both short-term and long-term results
  • Strong technical experience project management and execution experience with firm grasp of tools and technology development
  • Excellent understanding of the competitive platforms and technologies and Microsoft product lines
  • Experience identifying, refining, and implementing requirements acting as a liaison between different stakeholders to ensure successful technical fulfilment across tools and infrastructure
  • Ability to deliver innovative improvement plans that focus on maturing the service and lowering costs. Ability to articulate recommendations at all level
  • BA/BS in Computer Science, Engineering, or related discipline preferred but not required
  • ITIL, preferably ITIL v3, Change, Incident and Problem Management are a plus
  • Strong working knowledge of MS Project, Excel, and PowerBI, including reporting & analytics
83

Digital Service Operations Manager Resume Examples & Samples

  • Develop competence of digital service operations with global mind-set for future digital set-up in the BU of Turbocharging
  • Own the order management cycle from receipt of order through commissioning/implementation and customer service whilst ensuring technical specifications and commercial contractual requirements are fully met
  • Lead development and implementation of procedures for the execution of service contracts and forecast future demand and potential for automation and leveraging scaling effects
  • Take full accountability to deliver from order entry to continuous product delivery based on incoming operational data
  • Ensure efficient cooperation with technical service, service sales and network functions
  • Establish processes for automated report generation starting with incoming data, its assessment leveraging domain expertise and subsequent distribution of report to internal stakeholders and customers
84

East Coast Service Operations Manager Resume Examples & Samples

  • State responsibility for the delivery of the service business from an operation perspective
  • You will engage with the customer in the delivery of service products, including the coordination of commissioning and breakdown support across the East Coast business
  • Review and ensure the on time delivery (OTD) of the service contracts in line with the contract conditions and the allocation of resources for the state
  • Monitor the work load of the workshop, coordinating with the engineers and ensuring OTD for workshop repairs and communicating and reporting bat to the customer base
  • Deliver on East Coast based product and service project assigned to you in the region, you will coordinate the OTD of projects across the business unit in line with ABB project delivery process
  • Local coordination of training for customers and your reporting Engineers with the national trainer
  • Ensuring OHS&E compliance for East Coast team through KPIs reporting and that all hazards, near misses and incidents are reported and followed up
  • Work with the Customer Service team to ensure invoicing and other related admin tasks are completed on time
  • Providing quality and consistency of service work performed by ensuring that work processes are followed though auditing of paperwork and feedback to engineers for continuous improvement
  • Developing and improving new and existing policies aiming to reduce costs, improve quality and safety, and customer satisfaction
  • Partnering with the local Service Sales Manager to deliver the business plan for the region and assisting the sales team with delivery of product sales
  • Provided Monthly operational reports for the state
85

Service Operations Manager Resume Examples & Samples

  • Primary contact for IT Service Operations liaison with the business and all IT delivery teams (internal/external), ensuring service concerns and/or issues are identified and appropriately resolved in a timely manner, as well as continuous improvement
  • Escalation point for IT service delivery / operations concerns from the business and customers. Accountable to ensure all business impacts are identified, discussed and communicated to the appropriate leadership teams and business stakeholders as part of the service delivery and reporting cycle for critical / major and High Business Profile incidents
  • Drives the day to day implementation and effective operation of the ITIL V3 service delivery processes between the business, 3rd Parties, and our customers as well as driving effective day to day management of those processes with continuous improvement and appropriate control cycles
  • Responsible for providing sufficient management oversight as it relates to service operations, identifying business risk and ensuring end-to-end service visibility, monitoring and management
  • Responsible for the Out of Hours (OOH) provision of a Customer Service Desk capability which is delivered through the ITOC
  • Responsible for the strategy and operation of all proactive monitoring of both infrastructure and applications, this is carried out on a 24/7 basis
  • Directs a team across multiple sites in UK and ensuring not only team development but also positive results in the delivery of IT service operations processes, day to day IT operations and third party delivery performance against agreed Service Level Agreements
  • Previous management experience is preferred but leadership experience is a must
  • Good communications skills (written & verbal)
  • Ability to remain calm and make sound decisions whilst under pressure
  • Contributes to the completion of specific project milestones
  • Interacts with both internal personnel and external customers on all levels of Business matters
  • Knowledge of ITIL V3 Processes
  • ITIL V3 Service Foundation qualification is preferred
  • ITIL V3 Intermediate Operations qualification is preferred
86

Service Operations Manager Resume Examples & Samples

  • Act as a liaison between operational and functional areas and the internal support team to identify and address barriers cross-functionally
  • Provide ongoing coaching and feedback to enhance the contributions, competencies, and performance of associates
  • Lead large scale implementation of projects and processes to help solve complex organizational problems
  • Provide guidance to a team of 10 Frontline Supervisors who manage the day-to-day operational activities for their teams
  • Progressive operational experience in a formal or informal leadership role and leadership experience over a large metric-intensive operational unit
  • Knowledge of health insurance operational processes
  • Bilingual English/Spanish - (able to speak, read and write in both languages without limitations or assistance )
  • This position is full-time (40 hours/week) Monday – Friday from 8am-6pm. It may be necessary, given the business need to work additional hours
  • This role will conform to US holidays as opposed to Puerto Rico holidays
  • Certification with Six Sigma and/or the Project Management Institute is very helpful
  • Tenure at a fortune 100 company
87

Service Operations Manager Resume Examples & Samples

  • Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
  • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings
  • Contribute proactively to new service development
  • Work closely with the Technical Services Manager to ensure new customers are on-boarded with seamless handover / transition into „in-life‟ service
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
  • Set and cascade business objectives and targets to the team
  • Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
  • Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
  • Ensure quality, up-to-date documentation exists for all service arrangements
  • Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
  • Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
  • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
  • Drive a continual service improvement programme based on a desire to become a world class managed service providerManaging support team
88

Service Operations Manager Resume Examples & Samples

  • Manage Automation service project business for Oregon
  • Ability to balance financial metrics with employee and customer needs
  • Will oversee Project Managers and Field Technicians
  • Thorough understanding of project management processes and philosophies
  • Work in a fast moving and challenging environment
  • Title for this role is Operations Manager I and will be reporting to Service Manager
  • Successful manager will support growth and customer satisfaction, team development, and financial performance of assigned projects
  • Conduct 1 x 1's with direct reports
  • Submit financial forecasting information monthly
  • Complete cost reviews with sales
  • Participate on job walks and estimating
  • Prioritize schedules
  • Proactively forecast labor needs
  • Identify and support training and development for staff
  • Bachelor degree or equivalent in Business, Electrical, Mechanical
  • 5+ years of construction industry experience
  • Technical aptitude with automation control systems
  • 10% travel
  • Bachelor of Science in Mechanical, Electrical, or IT related fields
  • 10 or more years of experience
89

Service Operations Manager Resume Examples & Samples

  • Oversee the activities and performance of the Tier III Incident Manager, O&M support Staff and Senior Technical Staff
  • Interface with the client daily to provide team leadership and support
  • Manage all the technical elements of the 7x24 O&M Server Operations team and ensure they are executed in accordance with established and validated requirements, schedule and cost
  • Ensure consistency and effectiveness of technical solutions across our team
  • Direct the day-to-day activities of a blended team (CSRA staff, Federal staff)
  • Escalating non-routine issues to the PM
  • Provide after-hours support for operational emergencies (when required); coordinate support staff when after-hours support is required
  • Lead communication updates during outages
  • Anticipate future needs/risks and develop proactive strategies to address
  • Conduct and/or attend design reviews, requirements gathering meetings, and other meetings as required
  • Provide timely and accurate reports to include; Weekly Activities Reporting, Monthly Reporting, and After Action Reports following major outages/incidents
  • Extensive experience with IT infrastructure, with a concentration in Systems Administration of Windows based physical and virtual servers supporting in-house developed applications
  • Have a thorough understanding and broad knowledge of various aspect of IT infrastructure, including but not limited to AD, SAN/NAS, Server Virtualization (VMware), Data Backup/Restore, Disaster Recovery, IaaS and PaaS
  • Exceptional verbal and written communications skills
  • Extensive experience with Federal customers at all levels (CIO to manager)
  • Successful experience managing server operations, O&M, 7x24 environments of a nature similar in size and scope
  • Provide clear guidance and direction to staff which lead to resolving difficult to solve technical and non-technical problems
  • Ability to prioritize and manage work to critical project timelines in a fast-paced environment. Ability to develop new approaches to complex design problems
  • Ability to analyze risk and report problems in meeting system requirements
  • Have successfully managed a team of 10 or more people
  • Demonstrated experience with conflict resolution
  • Demonstrated interpersonal skills to effectively communicate with customers and team members
  • Highly motivated, team player