Service Operations Manager Resume Samples

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C Howell

Cary

Howell

49631 Buster Camp

Philadelphia

+1 (555) 237 4297

49631 Buster Camp

Philadelphia

Phone

p +1 (555) 237 4297

Experience Experience

Houston, TX

Merchant Services Assistant Service & Operations Manager

Houston, TX

Walsh-Medhurst

Houston, TX

Merchant Services Assistant Service & Operations Manager

Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development
Performs the final review within the established completion timelines
Manages and tracks progress to established project completion dates
Works with vendors to ensure that performance levels are met in accordance with service level agreements
Tracks and reports vendor performance and service level issues
Assists in conducting service meetings
Manages these issues to ensure timely resolution

Chicago, IL

Service Operations Manager

Chicago, IL

Huel, Kuphal and Hegmann

Chicago, IL

Service Operations Manager

Provides and oversees the mentoring for orienting new hires and providing long term career planning of all engineering resources on their team
Manage a suite of existing applications and tools, including project management, data management, scheduling, methodology, and reporting
Provide timely and accurate reports to include; Weekly Activities Reporting, Monthly Reporting, and After Action Reports following major outages/incidents
Provides content knowledge for on-going process development, sustaining user base support and strategic planning activities
Be responsible for preparing, revising and submitting reports to the relevant stakeholders and present these at the relevant forums
Lead and motivate a team of 8 and drive performance of Service Customer Service team by developing, training and coaching team
A love to learn and improve and is always looking to bring something new and helpful to the team

present

Detroit, MI

Merchant Services Service & Operations Manager

Detroit, MI

Lehner-Jacobi

present

Detroit, MI

Merchant Services Service & Operations Manager

present

Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development
Manages vendor contractual obligation to ensure performance and service level agreements are met within established guidelines and terms
Manages and tracks progress and completion to established target dates
Provides management reporting to measure and forecast sales/retention plan results
Develops and maintains roles, policies and procedures for Service and Operations Department
Develops and maintains a strategic development and marketing plan to monitor sales/retention effort and goals for the Retention team, includes unit and individual goals by district
Works closely with cross-functional areas of the organization to generate sales across divisional lines

Education Education

Bachelor’s Degree in Business

Loyola Marymount University

Bachelor’s Degree in Business

Skills Skills

Provide guidance to a team of 8-10 frontline supervisors who manage day to day operational activities for their teams of approximately 150 front line associates
Identify issues and work with partners to identify / implement resolutions
Act as a liaison between call center operations and other functional areas
Identify and address barriers cross functionally that inhibit Humana Pharmacy from providing exceptional customer service
Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders
Implementation of projects and processes that help solve complex organizational problems
Select competent and diverse talent to ensure best possible outcomes for customer service to members
Provide guidance to a team of 2-5 frontline supervisors who manage day to day operational activities for their teams of approximately 50 front line associates
Act as the primary focal for Infrastructure Service Operations; managing day to day relationships with our outsource providers, and internal IT groups to ensure our services and processes are operating effectively including Helpdesk, Executive Support, our Center of Excellence, and our 24/7 IT Services portal all focused on simplifying how our users seek and receive IT services
Responsibility for the strategic roadmap of ITSM Solutions

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15 Service Operations Manager resume templates

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Branch Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Gtis-avp-service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager, Telecoms Resume Examples & Samples

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

IT Service / Operations Manager Resume Examples & Samples

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

Service Operations Manager Latam South Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

IT Service Operations Manager Resume Examples & Samples

Strong
Broad
Financial

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Medicare Service Operations Manager Resume Examples & Samples

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

Service Operations Manager South Cone Resume Examples & Samples

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

Service Operations Manager Mexico y Caribe Resume Examples & Samples

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

Mexico Service Operations Manager TMS Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service & Operations Manager Liability Specialist Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Cardmember Service Operations Manager Resume Examples & Samples

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

Senior Service Operations Manager Resume Examples & Samples

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

Architecture & Engineering Service Operations Manager Resume Examples & Samples

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

Architecture & Engineering Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Cape Town Internet Solutions Resume Examples & Samples

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

Onsite Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Jrdc Architecture & Engineering Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Merchant Services Service & Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Regional Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Merchant Services Assistant Service & Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Industry Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service & Operations Manager Resume Examples & Samples

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

Shared Service Operations Manager Resume Examples & Samples

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

Technical Field Service Operations Manager Resume Examples & Samples

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

Principal Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Field Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Senior Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Wealth Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Technical Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Principal IT Service Operations Manager Resume Examples & Samples

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

Digital Service Operations Manager Resume Examples & Samples

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

East Coast Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

Service Operations Manager Resume Examples & Samples

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

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Service Operations Manager Resume Examples & Samples

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Service Operations Manager Resume Examples & Samples

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Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

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Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

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Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

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Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

Service Operations Manager Resume Examples & Samples

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