Service Management Resume Samples

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N Ziemann

Nikita

Ziemann

2314 Derek Point

Detroit

+1 (555) 906 9321

2314 Derek Point

Detroit

Phone

p +1 (555) 906 9321

Experience Experience

Phoenix, AZ

Service Management

Phoenix, AZ

Thiel, Sanford and Hamill

Phoenix, AZ

Service Management

Works with supervisor on Service Definition Management projects
Work with the other SEMs to ensure best practice is delivered and CSI is standard practise to drive improvements
Proactively seek improvements to ensure the SEM service provided is of the highest standard
Manages medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
Supports continuous improvement and organization development activities
They are also responsible for providing support to BA4 SEMs in the team to ensure successful management and engagement
Generally interacts with peers and/or management levels at a client and/or within Accenture

Philadelphia, PA

Service Management Manager

Philadelphia, PA

Rice Group

Philadelphia, PA

Service Management Manager

Manage the selection, performance and development of staff to improve team effectiveness for both local and remote employees
You will work closely with other Nomura Technology Service Management teams to manage the aggregate risk profile across the whole of technology
Participate in the service management process and tools improvement working groups
You will work closely with release management teams in order to ensure all releases are documented correctly in the change management system
Collaborate with other senior managers to establish strategic plans and objectives
The Service Manager is responsible for day-to-day health and uptime of one of the largest, fastest growing SaaS sites in the world. You will manage the end-to-end quality of service from a customer’s perspective
Maintains current knowledge of, and ensure all functional work team activities are conducted in compliance with the full range of related internal and external systems, technology, policies and procedures

present

Detroit, MI

Service Management Lead

Detroit, MI

Williamson-Bernhard

present

Detroit, MI

Service Management Lead

present

Study reports and trends and provide insightful analysis that uncovers opportunities and promotes decisions that drive improved returns on Human Capital
Propose models that organize and present data in the most useful ways
Manage projects that help the HCRA team and the firm best leverage technology to deliver and interpret data
Facilitate the use of Advanced Analytics team related to predictive and root cause analysis
Familiarity with the Operations & Technology businesses
Knowledge of systems and data management and analysis tools
Development of service roadmaps

Education Education

Bachelor’s Degree in Computer Science

Harvard University

Bachelor’s Degree in Computer Science

Skills Skills

Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Ability to establish a network of contacts within relevant areas the organisation
Excellent communication (written and oral) and interpersonal skills
Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Ability to effectively plan long term activities
Broad knowledge and understanding of applications and/or infrastructure support
Strong analytical skills
Encourages knowledge sharing

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15 Service Management resume templates

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Director, Service Management Controls Resume Examples & Samples

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

O&t-service Management Resume Examples & Samples

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

Service Management Manager Resume Examples & Samples

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

Head of Service Management Resume Examples & Samples

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

Wealth Service Management Resume Examples & Samples

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

Service Management Group Tools Resume Examples & Samples

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

Senior Manager, Service Management Resume Examples & Samples

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

Service Management Platform Director Resume Examples & Samples

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

Service Management Platform Director Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

Employee of Execution Service Management Resume Examples & Samples

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

Manager, Service Management Processes Resume Examples & Samples

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

IT Manager, Service Management Resume Examples & Samples

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

Service Management SME Resume Examples & Samples

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

AP Service Management Lead Resume Examples & Samples

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

Manager Service Management Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

VP, Service Management Resume Examples & Samples

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

Global Service Management Resume Examples & Samples

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

Lead, Service Management Platform Resume Examples & Samples

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

Service Management Manager Resume Examples & Samples

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

Senior Manager, Service Management Resume Examples & Samples

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

Manager, Service Management Resume Examples & Samples

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

Senior Lead-service Management Resume Examples & Samples

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

IT Lead, Service Management Resume Examples & Samples

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

Senior Manager, Incident & Service Management Resume Examples & Samples

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

Senior Director, Service Management Resume Examples & Samples

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

Global Markets Service Management Resume Examples & Samples

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

Senior Manager, Incident / Service Management Resume Examples & Samples

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

Senior IT Mgr, Service Management Platform Resume Examples & Samples

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

Global Markets Service Management Resume Examples & Samples

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

Head of Service Management Resume Examples & Samples

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

Avp-service Management Resume Examples & Samples

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

Director, Enterprise Service Management Resume Examples & Samples

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

Service Management Co-op-spring Resume Examples & Samples

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

Service Management Resume Examples & Samples

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

Senior Manager, Service Management Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

Senior Manager Service Management Resume Examples & Samples

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

Intra Group Service Management Resume Examples & Samples

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

Intra Group Service Management Resume Examples & Samples

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

Director of Service Management Resume Examples & Samples

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

IT Lead, Service Management Platform Resume Examples & Samples

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

Mgr, Service Management Resume Examples & Samples

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

Service Management Director Resume Examples & Samples

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

Global Service Management Lead Resume Examples & Samples

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

Senior Manager, Service Management Resume Examples & Samples

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

Global Service Management Lead Resume Examples & Samples

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

Director, Service Management Resume Examples & Samples

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

Senior Manager Wifi Service Management Resume Examples & Samples

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

Orkin Service Management Resume Examples & Samples

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

Head of Service Management & Innovation Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

Manager, Service Management Resume Examples & Samples

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

Service Management Resume Examples & Samples

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

Service Management Director Resume Examples & Samples

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

Manager, Service Management Resume Examples & Samples

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

Service Management Incm / Prbm / Chgm Resume Examples & Samples

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

Head of Service Management Resume Examples & Samples

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

Service Management Resume Examples & Samples

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

Service Management Director Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

IT Managed Service Management Resume Examples & Samples

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

Service Management Lead Resume Examples & Samples

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

Global Service Management Resume Examples & Samples

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

Head of Digital Service Management Resume Examples & Samples

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

Service Management Resume Examples & Samples

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

Head of Service Management Resume Examples & Samples

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

Infrastrucutre Suport, Service Management Resume Examples & Samples

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

Service Management Resume Examples & Samples

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

Service Management Manager Resume Examples & Samples

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

Dir, Service Management Resume Examples & Samples

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

Head of Service Management Australasia Resume Examples & Samples

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

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