Senior Manager Services Resume Samples

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B Von

Bruce

Von

83981 Heaney Passage

Phoenix

+1 (555) 633 6677

83981 Heaney Passage

Phoenix

Phone

p +1 (555) 633 6677

Experience Experience

Dallas, TX

Senior Manager, Guest Services

Dallas, TX

Ratke-Bode

Dallas, TX

Senior Manager, Guest Services

Maintain Nassau Coliseum’s positive reputation for premium service and reduces liabilities by hiring, training, and supervising part-time staff of usher ticket takers, uniform specialists, and supervisors
Maintain and support the brand standards and generate positive public relations with Nassau Coliseum guests
Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Event Level, Main and Upper Concourses and public Elevators
Talks with, listens to, or signals others to effectively exchange information; receives or gives direction and effectively works as part of a team by responding to assistance requests throughout the facility
Make immediate decisions and communicate with Guest Services staff in emergency situations
Maintain open communications between the client, tenants, subcontractors, employees, and facility guests as it relates to the Guest Services staff
Assistance with recruiting, interviewing, selecting, and training Guest Services staff according to guidelines established by the Nassau Coliseum, Human Resources Director, and AEG Facilities

Boston, MA

Senior Managed Services Manager

Boston, MA

Corkery, Mann and Wilkinson

Boston, MA

Senior Managed Services Manager

Collaborate across the Managed Services, Support and DevOps teams to define SLAs and processes for supporting Managed Clouds and Managed Services
Perform cost and risk assessments for the managed services offerings and evaluate profit and loss
Create individual technical and professional development plans with each team member
Lead Offer Management team within Managed Services to include
Engage Project managers and solutions leads to properly transition Services engagements to Managed Services operation support
Collaborate with DevOps and R&D to plan, execute, configure, deliver, maintain and support Managed Clouds
Maintain Resource Plans for both Managed Services and Managed Cloud

present

Chicago, IL

Senior Techforce Manager Provisioning Services

Chicago, IL

Fahey, Emmerich and Rosenbaum

present

Chicago, IL

Senior Techforce Manager Provisioning Services

present

Create vendor relationships, and drive/manage subcontractors/third party providers
Assist in cost management of contractor services
Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
Report team performance metrics and project summary status periodically
Drive/participate and coordinate crisis management
Deliver on service commitments to users and business units
Suggest service offerings to deliver to the business as company growth continues and lead implementation of these new services

Education Education

Bachelor’s Degree in Responsiveness

University of California, San Diego

Bachelor’s Degree in Responsiveness

Skills Skills

Ability to build and maintain key industry and high profile relationships
Extensive knowledge of assigned category and the sporting goods industry in general
Ability to effectively influence others
Proficiency in MS Office (Word, Excel, Outlook)
Ability to openly communicate and collaborate with cross functional teams at all levels of the organization
Ability to network, influence and utilize internal and external resources
Excellent presentation and communication skills
Strong sports experience/background in respective categories and passion for sport and products
At least five years relevant experience
Results orientated

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15 Senior Manager Services resume templates

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Senior Manager, Transfusion Services Resume Examples & Samples

New York State medical license required
BS in Medical Technology, MT (ASCP) or equivalent
6+ Transfusion Service experience,
Previous Transfusion Service management experience required
5+ year’s progressive management experience in a clinical laboratory environment
Ability to set and deliver timetables
Ability to break down projects in steps/milestones
Mastery of TQI approach
Understanding of regulatory requirements and cGMPs
New York State Clinical laboratory license
MBA/MPH/

Senior Manager Employee Services Resume Examples & Samples

Deliver the vision and strategy of Employee Services
Identify where the Employee Service team can add value and provide an enhanced service that improves the customer experience
Embed measures that focus the team on accuracy, quality, responsiveness and overall perception of the service
Identify and implement opportunities for operational efficiency either through aggregation of services, process optimisation or new technologies
Manage the integration of new or increased administrative services whilst maintaining BAU services
To create a positive and motivating environment within the team, embedding a culture of innovation and continuous improvement
Provide clear performance measures and a succession plan in line with the overall strategy
Services are delivered to clearly defined and agreed SLA’s
Act as an ambassador for change

Senior Manager, Event Services Resume Examples & Samples

Minimum 5-7 years of experience as a meeting planner is required; experience within multiple sectors is strongly preferred
Minimum 5 years of advanced negotiation experience within the areas of hotel/venue/conference center contracts, housing, transportation, catering and audio-visual requirements is required
Minimum 2 years of supervisory experience is required
Experience with logistical planning for conferences from 100-1,000 attendees in hotels and conference centers and utilizing meeting management technology is required
Experience collaborating with others and developing successful internal and external relationships is required
Experience managing multiple projects concurrently while meeting goals and deadlines is required
Intermediate knowledge of Microsoft Office Suite is required
Advanced knowledge of the hospitality industry is required; Certified Meeting Professional designation is preferred
Excellent problem solving, decision making and attention to detail are required
Excellent customer service and project management skills are required
Ability to think strategically, conceptually and innovatively is required
Ability to keep abreast of best practices and trends within the meeting planning industry is required
Ability to travel occasionally is required
Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
Supervises, trains and manages work flow of Y-USA meeting planners and registrars

Senior Manager Endpoint Services Resume Examples & Samples

MBA or other relevant advanced degree preferred
10+ years related experience including demonstrated experience developing teams and managing relationships in a large, diverse organization
5+ years in IT management
Ability to translate the needs of the VMware employees and business units into the appropriate solutions
Excellent written and verbal communication skills, with the ability to influence and work collaboratively with other Senior leaders in the organization
Excellent organizational change management and project management skills
Effective delegation, mentoring, and management development
Highly effective and results-oriented, non-bureaucratic management style
Self-starter and highly motivated individual who demonstrates the ability to exercise sound judgment, prioritize and effectively meet deadlines while working on multiple assignments simultaneously

Senior Manager, Investor Services Resume Examples & Samples

Knowledge of SEC, IRS, and general ledger accounting requirements and laws as they apply to investment companies, Trusts, Partnerships and other fund structures
Ability to work effectively both individually and within a team environment
Ability to reach goals and deadlines
Financial products knowledge
Ability to manage and motivate a team of employees
Minimum of 7-9 years of investor servicing experience in a Hedge Fund, Hedge Fund Administrator, Mutual Fund or other financial institution required
Minimum of 1-3 years of experience in a supervisory role required

Senior Manager Athlete Services Resume Examples & Samples

Ability to build and maintain key relationships within and outside the organization
Help lead Athlete Services Team. Athlete Services Product Roll-out and feedback to Inline Product Creation is part of each Sports Category
Help plan upcoming seasons and new product roll-outs with all involved entities (Sports Marketing, BU, GTM, Factory)
Ensure involved factories receive required information to plan their operational business, and a transparent cost model for AS products
Support factories during Athlete Services product roll-outs in close cooperation with BU
Establish a close relationship with the adidas symbols in close cooperation with Sports Marketing
Positively influence the perception of adidas in the professional sports environment
Act as project lead on key projects and ensure achievement of goals within defined timelines
Proactively present new ideas for improvements and make sure that Athlete Services processes and structures constantly improve
Integration into Inline Creation Process (Briefing Input, Planning, Design Review, Milestone meetings, Testing)
Help plan and manage athletes’ visits in Portland in close cooperation with Athlete Services Laces, Sports Marketing and the respective BU
Assist production process (made2measure), the Sample Shops and Far East providing information required for Planning and Forecasting (PDM)
Discuss any product-related issues the athlete/coaches/medical staff may be experiencing. Gain specific product feedback from the athlete. Act as feedback resource to respective inline product creation team
Work with footwear and apparel to develop and test all respective inline products with elite athletes in close cooperation with inline testing and the BU
Document and evaluate gained knowledge to be able to provide validated feedback on our products during the product creation process
Be able to specify required modifications for inline products to create an Athlete Services version of the inline product if needed
Knowledge of assigned sport categories. Performing the sport preferred
Knowledge of and experience in product development and footwear modifications preferred
Knowledge of product creation, development and design process preferred
Provide a framework for Performance
Ability to openly communicate and collaborate with cross functional teams at all levels of the organization
Ability to work individually, with a .high degree of flexibility and resourcefulness
At least five years relevant experience
Pedorthist/orthopaedic certification preferred

Senior Manager Managed Services Integrations Resume Examples & Samples

Direct teams in the development, lab testing, documentation and revision maintenance of commercial network engineering standards, solutions and designs
Collaborate and partner with the technology architecture, design & engineering peer groups on network requirements, vendor selection, certification and standardization
Certify integration standards on all Spectrum Enterprise managed services devices and services, vendor equipment test, Firmware upgrade and regression testing
Ensure and enforce network integration strategy, compliancy and best practice for commercial solutions, configurations and network standards
Provide vision and strategy for Managed Services Architecture, equipment selection, tools, systems, technical specifications and technology integration teams
Direct teams to provide Tier V support and escalation for high severity and critical network events
Works in close conjunction with Product Management, Planning, and Design teams to coordinate activities and to assure sound overall architecture and operations practices are used in delivering service
Extensive knowledge of several of the following: ADB Set Back Boxes, ATX video converters, Cisco ISR and ASA series security devices, Cisco Wireless controllers, Cisco Digital Content Managers, Juniper switches, Juniper routers, Meraki, Nomadix and RGNets Hospitality gateways, Ruckus wireless controllers, Vecima video converters
Understanding of Ethernet, IP and TDM based networks and architectures
Understanding of routing protocols, RF, 802.11 standards, Video processing standards, DOCSIS 3.0, and Metro Ethernet Forum (MEF) Technical Specifications
Understanding and vision as it relates to Network change, augment and failure as well as the benefit and consequence of each
Industry knowledge of Wireless, Wi-Fi, Carrier Ethernet, MEF Standards and related product suites
Ability to lead a diverse group of individuals, ideas and methodologies
Ability to consistently deliver a set of products that follow industry and TWC Engineering standards and best practices
Must have the ability to communicate to groups with various degrees of skill-sets, knowledge and experience
Must have the ability to create and communicate executive reports to the levels of Senior Director and Vice President in a clear and concise manner
Ability to manage projects, track milestones and report on status
5+ years in managing Network Engineering and/or Architecture/Standards Development teams in a high paced, dynamic Service Provider environment
5+ years operating, engineering or leading teams that develop or engineer Ethernet, IP, Managed Services based networks, architectures or designs
Previous experience with establishing, documenting and communication of Network Engineering & Integration Standards
Previous experience with customer support in a Service Provider environment
Working knowledge and experience with Network Engineering, Planning, Design, Architecture & Integration
Experience with Cisco and/or Juniper Layer1, Layer2 and/or Layer3 network elements
Vision and desire to succeed while working with a group of diverse personnel under a corporate construct
Previous experience in leading teams in the deployment and support of network equipment, routing protocols and customer data solutions

Senior Manager Athlete Services Resume Examples & Samples

Ensure that category and athletes integrate into the overall brand and marketing plans and serve the athlete, team and/or coach
Act as the direct link between athletes and the adidas product process and take ownership for meeting the performance requirements of athletes
Act as adidas representative to the public at competitions in the US, ensuring proper footwear and apparel usage
Build and maintain relationships with NBA equipment managers and merchandise managers to ensure the NBA deal is being fulfilled
Participate and implement integrated marketing by leading the execution of events, advertising, player marketing programs and athlete appearances that create an adidas buzz that lasts the entire year
Work with retail accounts to co-sponsor summertime events within assigned region
Develop localized Brand and athlete marketing opportunities and create a stronger presence in assigned region by executing a Ground Up attack
Build relationships with players, coaches and staff not under contract with adidas, including local College coaches and players at adidas and competitors schools
Gather insights and product feedback and deliver to product teams and provide input on product buys and inventory needs to ensure quality service levels
Manage and track the NBA Footwear and Apparel budget, player merchandise and camp and equipment allotments
Coordinate product needs with our Supply Chain group to ensure on-time delivery and develop strategies for the liquidation of excess inventory
Work across the organizational matrix to maximize the effectiveness of the category integrated product plans
Collaborate with Footwear Marketing and Athlete Services to develop custom or SMU shoes for athletes
Ability to build and maintain key industry and high profile relationships
Proficiency in MS Office (Word, Excel, Outlook)
Extensive knowledge of assigned category and the sporting goods industry in general
SAP skills/knowledge preferred
Four year degree in Marketing, Communications or related field
Five (5) years sports marketing or related experience, category specific preferred

Transaction Services Human Capital Senior Manager Resume Examples & Samples

Engage and implement necessary methods and processes related to the needs of the engagement
Meet or exceed sales targets for new and follow-on work
Bachelor's degree required; focus in Organizational Development, Industrial/Organizational Psychology, Human Resource Management or Business Administration preferred
Minimum of 10 years of relevant experience in human resources administration management, human resources analytics, program management, stakeholder engagement and strategic communications planning and program management
Compensation and benefits programs
HR organization, technology and service delivery
Collective bargaining agreements
Expertise with assessment techniques and tools such as surveys, focus groups and interviews
Must be willing to take initiative, be proactive on engagements, and be decisive
Assist PPMD’s on proposals and business development calls
Creativity exhibited in developing and executing communications materials
Ability to execute tasks independently with minimal guidance from senior management

Senior Manager, Productivity Services Resume Examples & Samples

Accountable for the global end to end flow based model of Productivity End User Services, including locally reporting team members as well as regional team members that are part of the Productivity services team
Manage Productivity team level Kanbans and ensuring teams are trained, engaged and managing work units in the end to end DevOps flow based model
Run bi-weekly team Kanban to define the sprints for team members
Manage Productivity services business/user facing PKIs and SLAs, assure targets are achieved and well defined plan of actions are in place for areas that are not meeting targets
Drive innovation and fit for purpose solutions to address unmet business needs across the environment. Connect with internal and external partners, business leaders, peer groups, vendors and research organizations to understand benchmarking and recommend service improvements
Provide leadership, guidance, and coaching for all team members of Productivity services area, which includes job performance and career development
Mentor high-performance teams through rigorous goal-setting, disciplined attention to performance metrics, procedural guidance and continuous process improvement
Manage the end to end cost model and budget management for Productivity services portfolio
Minimum 8 years of related IT work experience with 5+ years in highly matrix large enterprise organizations
Strong technical knowledge and experience, at a delivery and leadership level, with Microsoft Exchange and Office Productivity technologies, global infrastructure engineering, delivery and operations, orchestration technologies, patch management and software distribution
Support automation experience – Experience optimizing, automating, and creating support process which allows for the elimination of manual support process
Minimum five years of experience of enterprise level infrastructure engineering, development and operations, with a focus on Microsoft Exchange email and Office Productivity suite - Exchange 2010, Exchange Online, Office 2010 and Office 2016
Proven track record of successfully managing and leading people in a large IT organization
Experience developing and delivering IT services in large complex enterprises
Mastery in IT service management principles and practices and ability to provide guidance to others (including vendors) on how to apply these
ITIL certification v3
Knowledge in DevOps, Flow-based work environment and Product/Service Ownership.Info Technology

Senior Treasury Services Client Manager Resume Examples & Samples

Generate cross-sell leads to sales teams and take lead position in regular Client Management sales initiatives
Demonstrated success in a customer service environment
Self-motivated and ability to participate effectively in a highly collaborative work team
Proficient knowledge of Microsoft Office Programs including Word, Excel and PowerPoint
Capable of mentoring others

Senior Manager of IT Services Resume Examples & Samples

Ability to handle multiple projects and tasks, make decisions and solve problems while under pressure
Must possess and demonstrate strong organizational and prioritization skills
Excellent verbal and written communication skills and the ability to effectively communicate with all levels of the organization
Strong leadership, development, coaching and mentoring skills

Senior Manager, Lending Services Resume Examples & Samples

Demonstrable experience within Banking/Financial services industry with broad knowledge of banking products
Proven experience in demonstrating sound credit judgement in significant transactions whilst in a senior Lending Services or Relationship role
Demonstrable experience in client facing experience developed negotiation and influencing skills

Senior O&M Services Manager Resume Examples & Samples

Onboarding of new employees to the program
Resource Utilization and staffing
Metrics and measurements for resource utilization
Provide input into monthly QASP reporting for O&M support areas
Resource training for staff members to drive the overall capabilities of the entire team
Horizontal Collaboration across the COIs with the goal of staying abreast of program milestones
8+ years of experience required with some experience in the Department of Defense and/or intelligence support

Senior Manager Cybersecurity Services Resume Examples & Samples

* On call 24x7x365 and work late hours on an issue / crisis as needed ***
Manage and mentor staff and services associated with research and handling of security events
Manage and mentor staff and services associated with the proper documentation and processes associated with basic incident handling and incident case management
Ability to develop new talent through official training programs and day to day interactions
8 years of experience in cyber-security (including, but not limited to, incident handling, triage, and risk management)
2 years of leadership experience in cyber-security monitoring
Work with internal auditors and external regulators (such as Federal Regulators such as FDIC and The Federal Reserve Bank.) to meet regulatory requirements
In-depth understanding of the issues related to Security Operations in the public and private sectors
Has a diverse mix of cybersecurity and intel experience spanning operational, delivery, and/or research-oriented roles
Experience with link-analysis methods and software
Knowledge of threats and mitigating controls
Data science and analytics experience including aggregating, manipulating, examining, mining, exporting, reporting, and visualizing threat intelligence and incident data
Ability to publish high-quality technical and business-level presentations and reports
Bachelor’s Degree or equivalent professional years of work experience in lieu of a Bachelor’s Degree
8+ years’ work experience with majority involving security analysis and/or response
Must have experience as a People Manager with in the area of Global Cyber Intelligence & Incident Response

Senior Manager, Event Services Resume Examples & Samples

Manage the operations, rehearsals and execution of events and entertainment in compliance with expectations of event owners, production, and Nassau Coliseum management
Develop CAD drawings for ticketed events in conjunction with the Box Office and production teams
Maintain positive rapport and form strong client and tenant relationships
Implement and enforce facility rules, regulations, policies and procedures
Compile and communicate all event requirements to various departments at Nassau Coliseum. Direct and delegate necessary responsibilities within the venue’s departments
Prepare and distribute detailed production notes for each event and schedule production meetings with the venue’s department heads (including but not limited to operations, security, food & beverage, and guest services)
Manage, maintain and organize event binders and files, which include all pertinent information and post events for Nassau Coliseum events

Senior Manager, Scientific Services Resume Examples & Samples

Act as primary scientific client contact, provide strategic oversight, and lead/manage assigned accounts and team(s)
Anticipate and troubleshoot potential account and client issues
Global operational leadership and resource, administration and line management of geographically diverse account teams to ensure profitable and quality service delivery
Short-, mid-, and long-term project and resource management and business planning
Develop and champion scientific and editorial quality standards and best practices within teams
Act as a role model and provide coaching/mentorship and feedback to team members
Provide strategic input to, and scientific budgeting of, business opportunities and deliverables in conjunction with Business Development and Account Management
Participate in proposal development and client pitches for business winning
Comprehensive understanding of the organization’s service offerings and processes
Proficient use of English language
Extensive agency and management experience of a scientific team
Broad experience in scientific and editorial management and delivery of the key offering and services within MedCom
Experience of reviewing, developing, and implementing editorial processes and effective working practices
Possess a positive approach to change that encourages innovation and creativity
Be willing to challenge and devise new approaches to communication techniques

Senior Manager, Int, Products & Services Resume Examples & Samples

Defines and develops the end-to-end multicultural customer experience and manages operations in relation to video, data, voice and home offerings to U.S. international market segments with special emphasis on Asian, European, Middle Eastern, and Brazilian segments
Compiles and analyzes data and industry trends then applies findings to develop business cases, detailed plans, budgets and manages business requirements for projects
Conducts qualitative and quantitative analysis to gain insights that inform strategy and create presentations/recommendations for executive management
Sets project KPIs and conducts post-launch assessment of newly implemented initiatives
Creates data-driven executive level recommendations on how to deliver innovative and competitive products and a positive user experience
Uses research and existing customer data to deliver upgrade, migration and customer life-cycle management plans that drive long-term profitability and customer satisfaction
Identifies potential disruptive video services, applies industry and business vision to anticipate emerging products in order to address impacts and adjust product roadmap accordingly
Accountable for profit and loss or budgetary management of assigned products
Collaborates with technical and product development team to ensure product and business requirements are met in the creation and deployment of a competitive suite of products and services

Senior Manager Services Resume Examples & Samples

Manage the team of field service engineers and implementation specialists
Develop a strategic implementation and service plan for a comprehensive approach and alignment to sales strategy of all products and solutions
Provide a superior level of service and ensure functionality of Haemonetics products through hands on solutions
Manage installation, preventive maintenance, troubleshooting and repair services to customers in assigned territory
Oversee and / or develop implementation and service terms, conditions, timelines
Develop and manage customer expectations to ensure revenue recognition is achieved
Manage the manpower plan for all implementations and services
Develop various methodologies and approaches for successful implementation of our products
Drive performance of the implementation and service team to align with sales projections, revenue targets and pipeline of future accounts
Manage third party service providers used for service delivery
Coordinate and deliver technical training/support for customers
Coordinate and deliver technical training/support for Haemonetics Employees
Oversees or handle all compliance requirements such as audit, submission to regulatory requirements, and SOP requirements
Instills a spirit of cohesion within the implementation team, leads by example, demonstrate to be capable of having an “hands-on” approach as well as a capacity to step back and apply strategical thinking
5+ years of experience in managing successful teams
8+ years’ experience of implementation, service, project management with demonstrated success in all aspects of implementation/service process
Experience in developing successful customer relationships
Experience working in a medical and regulatory environment is preffered
Demonstrated leadership and managerial experience
Fluent English and French as working languages
Strong team player attitude, driven, capable of building relations and trust
Very good communication and organizational skills

Senior Manager, Guest Services Resume Examples & Samples

Maintain Nassau Coliseum’s positive reputation for premium service and reduces liabilities by hiring, training, and supervising part-time staff of usher ticket takers, uniform specialists, and supervisors
Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Event Level, Main and Upper Concourses and public Elevators
Talks with, listens to, or signals others to effectively exchange information; receives or gives direction and effectively works as part of a team by responding to assistance requests throughout the facility
Make immediate decisions and communicate with Guest Services staff in emergency situations
Assistance with recruiting, interviewing, selecting, and training Guest Services staff according to guidelines established by the Nassau Coliseum, Human Resources Director, and AEG Facilities
Closely manage all VIP services and areas pertaining to the departments functions
Coach and counsel Guest Services personnel as needed and in accordance with the collective bargaining agreement to ensure compliance with policies and procedures
Ability to maintain uniform standards for all direct reports and non-direct employees of AEG at the Nassau Coliseum
Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the Guest Services area
Create event estimates and proficiently schedule staff members according to these needs
Management of the Uniform Room including the ordering and maintenance of par stock levels
Manage the direct reports of Guest Services, Assistant Managers
Oversee the employee scheduling process for all events
Build and maintain an effective working relationship with the food service provider for the Nassau Coliseum to ensure quality customer service and presentation quality during events and private functions
Ability to lead the Guest Services department in the absence of senior leadership
At least 5-7 yrs. experience in events, preferably sporting events, concerts, and game management and production
Union or Collective Bargaining experience
Must be proficient with Microsoft Work, Excel, and Outlook
Experience with a time management system, specifically ABI

Utility Senior Services Manager Resume Examples & Samples

Five (5) years of responsible professional administrative experience in contract procurement or purchasing. This experience must have been at an exempt (salaried) level and must have included working with laws/policies regarding either Disadvantage Business Enterprise (D.B.E.) programs, Women's Business Enterprise (W.B.E.) programs, or Minority Business Enterprise (M.B.E.) programs. At least two (2) years of this experience must have been in a supervisory capacity over other employees performing contract procurement or purchasing
Permanent status with the Sewerage and Water Board
Five (5) years of responsible professional administrative experience in contract procurement or purchasing. This experience must have been at pay grade 77 or higher and must have included working with laws/policies regarding either Disadvantage Business Enterprise (D.B.E.) programs, Women's Business Enterprise (W.B.E.) programs, or Minority Business Enterprise (M.B.E.) programs. At least two (2) years of this experience must have been in a supervisory capacity over other employees performing contract procurement or purchasing
I have permanant status with the Sewerage & Water Board of New Orleans as a Management Development Specilist II
I have probationary status with the Sewerage & Water Board as a Management Development Specilist II
I have neither permanent nor probationary status with the Sewerage & Water Board as a Management Development Specilist II

Senior Country Services Manager Resume Examples & Samples

Serve as the primary reverse logistics point of contact for key account customers
Manage all reverse logistics, carrier-related issues, escalations, scorecards, QBR’s, etc
Manage ASP’s to ensure customer and HTC internal requirements are fully met
Manage and execute contracts with carriers and ASP’s to support reverse logistics operations
Monitor and manage Service related RL spend to budgets and improve total cost of ownership
Support the formal reporting of carrier metrics and key actions on identified customer related reverse logistics projects
Provide executive level status updates and manage business expectations
Continuously improve reverse logistics carrier scorecard performance
Actively participate in cross-departmental improvement plans in quality, engineering and new product introduction to aid in return rate reduction
5+ years of professional experience in the telecommunications field required
2+ years of contractual management experience preferred
Spanish language skills required
Experience with issue escalation and resolution
Professional customer service orientation
Ability to produce consistent, high quality work with a focus on details
Excellent verbal and written communication skills to quickly establish rapport and credibility with existing and prospective clients
Tactful and effective communication, presentation and negotiation skills
Entrepreneurial, driven, high performance individual that is results oriented, possessing strong organizational and analytical skills
Ability to effectively manage time, prioritize work, and multi-task across several project assignments
Expert knowledge of MS Office

Senior Manager, Rogers Services Resume Examples & Samples

Hold prime ownership of the Rogers / EBU account and interface with executive and operational stakeholders, including: Rogers IT, Retail, MBU, Network, EBU Operations and Finance
Promote EBU services as viable and desirable solutions; deliver educated recommendations that address the business requirements of Interco clients
Define and develop roadmaps for future initiatives in collaboration with Interco clients; establish a value proposition for how the EBU can fully deliver services to address the needs and requirements of the initiative under consideration
Facilitate quarterly business reviews with Rogers IT and EBU executive teams – provide status updates on projects and demonstrate how the EBU is delivering on service level expectations, etc
Develop and define KPIs and a reporting and governance model that delivers transparency for EBU performance
Perform early opportunity qualification and acquire technical specialist resources as required to effectively scope Interco client requirements
Establish financial treatments for services rendered and cost incurred – i.e. cost of delivery, pricing, and billing reconciliation
Establish and implement best practices for inter-operation operating processes (IT, Network, EBU, Finance, etc.)
Build a robust interface and operating relationship with Service Operations to ensure that Interco orders are managed effectively
Undergraduate degree in Business or Engineering preferred
8+ years of telecom experience with demonstrated leadership in a Sales, Operations, or Client Service role
Excellent communication skills and proficient in developing relationships at an executive and operational level
Highly motivated self-starter, with a strategic and holistic problem solving approach who is capable of long-term business planning and hands-on execution
Strong leader with a record of managing or influencing teams to excel in demanding environments
Fixed Network (Wireline) and Data Centre experience is an asset
A dedicated team player with a proven ability to work cross-functionally
Ability to adapt quickly to a fast-paced, changing working environment

Senior Techforce Manager Provisioning Services Resume Examples & Samples

Foster positive end user relationships and drive customer satisfaction
Define provisioning SLAs and maintain metrics to showcase operational trends
Define team goals, lead staff to desired results, and be accountable for team performance
Understand customer requirements and business opportunity/requirement identification, guidance, support and closure
Act as a single point of contact for the Provisioning Service and be the advocate between cross-functional groups
Maintain all provisioning processes and global process alignment
Collaborate with rest of Salesforce IT to advocate and prioritize across functions to manage incidents, address problem root-cause, and advocate for the Provisioning team
Deliver on service commitments to users and business units
Suggest service offerings to deliver to the business as company growth continues and lead implementation of these new services
Assist in cost management of contractor services
Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
Create vendor relationships, and drive/manage subcontractors/third party providers
Drive/participate and coordinate crisis management
Ensure staff is adequately trained
Ensure attrition does not affect ability to deliver services
Ensure progression and succession plans in place for all staff
Lead and actively participate on global IT projects
Report team performance metrics and project summary status periodically
Analyze performance trends, forecast resource requirements, and implement corrective action as needed
Implement programs and processes to ensure the highest level of service, efficiency, quality, and response
Identify efficiency opportunities for service delivery through leveraging tools, automation, and best practices and energize staff to continuously seek new ways of increasing support efficiencies
Occasional availability outside of normal business hours
This position requires someone who is outgoing, has excellent communications skills, and enjoys working in a team environment
Bachelor's degree in Science, Engineering, Information Systems, Data processing, IT Management or equivalent
Experience working for an IT Enterprise supporting 20,000+ users
Strong background in building relationships with business partners, with a track record of success in meeting business partner requests
Minimum 2 years IT operations experience in a leadership position ranging multiple time zones
Four (4) or more years combined experience in IT provisioning operations, end-user support / technical support, network administration, enterprise systems management, engineering, or security administration
Practical experience with ticketing and queue management systems
Ability to work successfully with, coach, and manage a team
Ability to leverage the talents of employees to build a high performing team
Ability to work effectively against demanding deadlines and budgets
Experience establishing performance thresholds and monitoring systems for failures or degraded performance
Current knowledge of Mac, PC, Linux, and mobile hardware, software, and technology trends
Strong experience in troubleshooting and root cause analysis
Practical experience with desktop support services
Prior experience managing several service providers across widespread geographies

Senior Manager, Services Escalation Resume Examples & Samples

Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution. Drive cross-functional resolution for issues requiring Engineering
Coordinate feedback to product management, development and operations teams
Publish and maintain documentation related to incident and escalations process. Establish collaborative cross-functional partnerships with key personnel within the Product Management, Engineering, and Cloud Operations organizations
Facilitate and lead the creation and delivery of incident post-mortems, including reconstruction of communication timeline, identification of process and training gaps, and recommendations for improvement
Communicate technical issues to senior management
Manage day to day internal and external escalations for global support team
Maintain active escalations and active account hotlist
Create, implement and enhance internal reporting, and other processes to optimize the customer experience
Analyze escalation performance metrics
Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications
8-10 Years of Support management experience
4+ years’ experience managing account escalations
Experience managing skilled escalation and support engineers
Strong conflict management and resolution skills
Strong knowledge of Wi-Fi and wired networking and security products and enterprise and SP network infrastructure
Troubleshooting and enhanced deductive reasoning skills
Ability to manage multiple tasks simultaneously and work under time pressures
Ability to clearly document solution status and resolutions
Bachelor's degree + 10 years of experience in a technical field, preferably Support or Operations
Demonstrated familiarity and experience with incident and problem management processes
Excellent communication and presentation skills, both written and verbal, and the ability to tailor those communications to diverse audiences, including senior management

Senior Manager, Event Services Resume Examples & Samples

Compile and communicate all event requirements to various departments at Nassau Coliseum. Direct and delegate necessary responsibilities within the venue's departments
Prepare and distribute detailed production notes for each event and schedule production meetings with the venue's department heads (including but not limited to operations, security, food & beverage, and guest services)
Must have strong production management skills with the ability to multitask and meet strict deadlines
Previous experience working within an union employee environment
Ability to successfully handle multiple priorities and projects
Must be a very organized person able to handle many jobs and pressure
Must have a flexible schedule, with the ability to work nights, weekends, and holidays when necessary
The ability to demonstrate dependability and reliability by being punctual, working assigned and varying shifts, and completing responsibilities in a timely manner are required
Must have the ability to stand or sit in one location for a minimum of four hours at a time
Working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook)

Senior Partner Services Manager Resume Examples & Samples

Responsible for WEX Health service performance against service objectives, including quality- and on-time execution on deliverables
Manage partner service expectations in coordination with Partner Account Executive business development plans including upsell, growth and cost savings opportunities. This is accomplished through quarterly service reviews, project insight and strategic product and technical reviews with the Partner for the purpose of defining, measuring and improving client satisfaction
Oversee the response and coordination of requests for best practice recommendations and custom development inquiries; Statement of Work activity coordinating with Professional Services team
Represent Partner’s needs in product development and participate in Roadmap process for assigned partners. Act as Partner Service Advocate in all WEX Health discussions driven by Client feedback, metric trending and operational efficiencies
Support on-time, satisfactory implementation of new Partners and ensure smooth transition to service model
Coordination and monitoring of high level client deliverables and service delivery issues to support strategic plans and drive continued service improvement
Responsible for building and maintaining Partners loyalty which results in Partners references. This is accomplished through developing an atmosphere of honesty and trust with the Partners, positioning WEX Health as a lasting strategic partner
Keep current on best service practices in order to enhance Partner’s overall effectiveness
Support Partners’ work on procedural direction to maintain full compliance with system, regulatory and contractual obligations
Responsible for supporting Partners work on operational efficiencies
Plan, prepare and conduct meetings with Partners (onsite as needed) and internal teams, including creating and delivering service presentations
Handle escalated Partner situations internally and externally
Actively participate in cross-functional work groups to positively impact product and service delivery to Partners while striving to continuously improve communication
Coordinate and communicate new software release information on required timetable and manage UAT as applicable with Partner and development teams
Responsible for planning/working with Partner to ensure successful open enrollment season
Proactively monitor service trends and identify training opportunities for Partner’s delivery teams
Manage/coordinate launch of new products (ie: adding HSA) or large key employers with Partner
5-7 years of experience with healthcare product ideally service and administration
5-7 years of experience successfully managing partners in a healthcare environment
3-5 years of experience managing outcomes across a software delivery environment
Ability to influence and drive results across cross functional teams
Experience with healthcare software platform delivery
Located in one of our primary locations (Simsbury, CT; Edina, MN; Fargo, ND; St. Louis, MO; Omaha, NE)

Senior Manager Provider Services Resume Examples & Samples

40% Onboarding Configuration Team Management
Coach, develop, support and lead a team of 4-6 Territory and People Managers
Help establish priorities and processes for their team to drive success
Monitor performance goals and objectives of all direct reports while providing ongoing feedback
Recognize and reward accomplishments and contributions
Document and deliver annual performance reviews including any necessary disciplinary actions, including terminations
40% Onboarding Configuration Responsibilities Management
Oversee delivery of onboarding services in multiple territories, monitoring the backlog for risk and providing operating mechanisms to identify and overcome barriers to client progress
Coordinate closely with Sales Managers to build and support territory strategies, monitor the sales pipeline, and anticipate business impacts for SGON
Partner closely with other Senior Territory Managers to develop and share best practices, create consistency in process, and manage resources across SGON
Clearly communicate business results and challenges through regular updates and reports to SG segment leadership
Manage client escalations from Territory Managers, and serve as the final stop in their territories for devising strategies that balance athena's interests and client's needs
20% Special Projects/Other
Identify and help prioritize programs and initiatives to support the SG segment strategy
Regularly contribute ideas, solutions and alternative approaches for the betterment of the department as a whole
Collaborate with other internal departments (Sales, Account Management, etc.) as it relates to onboarding efforts and client satisfaction
Bachelor’s degree or equivalent experience required; advanced degree welcomed
7 years overall experience, inclusive of 4+ years professional experience with record of measurable business results and 2+ years with proven ability to manage people and process
Leadership skills with the ability to influence
Excellent problem solving and investigative skills
Mastery of Microsoft Office applications, including Outlook, Word, Excel and PowerPoint, and OneNote
Understanding of athenaNet, SalesForce, and other internal systems and tools at athenahealth
Ability to mentor and coach the development of others through timely, continuous and meaningful feedback, both verbally and in writing
Strong project management skills with the demonstrated ability to successfully drive a project to it’s goal
Displays and creates a culture of professionalism both internally and externally
Flexibility to work unpredictable hours in a fast-paced environment
Focus on quality of service as our driving principle
Understanding of, and dedication to, continuous improvement of our processes and ourselves to support Athena’s mission
Desire to learn as much as possible about our core systems

Senior Manager End User Services Resume Examples & Samples

Oversee all work processes of the IT Help Desk and Production Support functions to provide proactive end user support services, delivered in a manner that leaves the customers of Atlas IT delighted
Design and implement data capture and reporting systems in support of measuring the performance of End User support and its continuous improvement, including
Develop and maintain customer relationships; build credibility and trust
Manage time effectively and efficiently
Plan and organize work initiatives to successfully accomplish goals and objectives
Exceptional people skills – effective management abilities with strong communication skills to work with people throughout the organization
Customer service driven with an appreciation for excellence in quality and delivery of services
Demonstrated experience in managing complex teams in a matrix environment for the purposes of customer service
Leadership and motivational skills
Some form of analytical quality improvement such as but not limited to six sigma
Demonstrated project management and organizational skills
Bachelor’s degree ( or equivalent experience) in related business or technical field, preferred
5 years in a senior technical or management position, preferred
Experience in managing multiple departments, preferred
Rapid decision making capability

Senior Managed Services Manager Resume Examples & Samples

Lead Offer Management team within Managed Services to include
Collaborate and coordinate with Sales, Solution Architects, Services Teams and Management to maximize services financial results and increase Managed Services market share
Analyze economic, competitive and industry changes affecting Managed Services and make recommendations as appropriate
Validate and approve services estimates, statements of work and contracts for services engagements
Provide overall engagement management and oversight for strategic customer engagements and programs that have large revenue potential and/or service level agreements
Accelerate the professional and technical development of coworkers and direct reports through coaching and training ensuring laser focus on achieving high customer satisfaction
Manage your team to provide the right level of skill and size of team to meet customer demand
Create individual technical and professional development plans with each team member
Provide complete, accurate, timely and frequent communication with your team
Deliver substantive performance feedback and coaching to your team
Attract, recruit and retain the "best and brightest" coworkers
Bachelor's Degree in Computer Science, Management Information Systems, or equivalent in experience
7-10 years of related IT services consulting and pre-sales experience
5-7 years of Managed Services solution experience
5-7 years of Management experience
Ability to travel up to 50% as needed
Thorough knowledge of operational strategies and understanding of enterprise infrastructure
Strong interpersonal and group presentation skills including consulting skills
Ability to think creatively and come up with proactive ideas that will increase sales
Experience with Profit and Loss responsibilities

Senior Manager, Central Intake Services Resume Examples & Samples

Prevention
Identify trends based on all incidents reported to Centralized Intake Services
Support the development and implementation of programs designed to prevent, identify weaknesses, reduce and recover losses by maximizing the efficiency of the intake and investigative process, including ensuring that policies and procedures are followed and implemented
Direct CIS staff in retrieving documentation for incidents reported to the department, this to assist in the investigations, including personally handling escalations if required
Provide support to Scotiabank Business Lines in the identification of, and recovery of loss events
Maintain high standards of reporting within the department, as the accuracy and thoroughness of reporting will be relied upon by senior Bank staff to make critical decisions
Accountable for ensuring that all incidents and events reported to the department are evaluated, prioritized, managed, initially investigated, closed, or escalated for further investigation in an appropriate and efficient manner

Senior Manager, Investigation Services Resume Examples & Samples

Lead and manage the investigations on all suspected criminal activities against the Bank, its assets, staff and customers, ensuring the case progression is aligned with action plan and that relevant stakeholders have committed to the investigation methods deployed. Ensure effective and timely response while maintaining quality control in the gathering, preparation and presentation of evidence (criminal, regulatory and civil), i.e. written reports and court briefs must be completed in a clear, concise and timely manner
In conjunction with In conjunction with S&I’s Protective Services and Tech Crime & Forensics, educate and create awareness to business lines and Bank staff globally on
Evolving criminal trends, both organized and opportunistic (traditional and technological)
Growing areas of security risk and measures that can be taken to minimize and/or prevent incidents
Maintain awareness of evolving and new practices within domestic and international jurisdictions
Cultivate and manage the development of intelligence sources globally. Work directly with law enforcement agencies to proactively develop strategies to protect the Bank, its assets, staff and customers
Develop and manage an investigative team, providing guidance, direction and development as required. Assist management in the recruitment and retention of suitable candidates to fill vacancies within the department
Investigative, interviewing & negotiating skills – Expert
Knowledge of criminal and relevant federal and provincial statutes and regulations in all jurisdictions where the bank operates – Expert
Knowledge of the judiciary system, both criminal & civil process and the rules of admissibility of evidence – Expert
Remain calm and provide clear direction in emergency situations, even in the face of personal danger – Expert
Ability to identify global criminal trends and act upon current and future potential risks to staff, customers and assets – Teaching
Write clear and concise reports relating to protective, investigative and compliance matters to senior management of the Bank – Teaching
Knowledge of the Bank’s organizational structure, operational environment, systems and best practices – Thorough
Knowledge of police practices, methods and enforcement strategies – Thorough
Global network of police contacts and confidential sources – Thorough
Knowledge and understanding of the working of a criminal mind – Thorough
Electronic crime, IT applications, systems and security controls – Working
Knowledge of MS Office and software tools as applied to the position, including Microsoft Outlook – Working

Senior Manager, Special Services Resume Examples & Samples

Actively and consistently supports all efforts to simplify and enhance the customer experience
Implements IT plans according to the IT and corporate strategy
Manages IT staff to ensure uninterrupted IT network support at maximum performance by providing leadership and direction to ensure all organizational metrics are being met and/or exceeded
Lead technical programs ensuring the collection of detailed customer requirements, constraints, and assumptions with stakeholders in order to establish project deliverables, using requirement-gathering techniques and the project charter
Identify and pursue opportunities for increasing efficiency and / or improving service quality by analyzing existing process and procedures, documenting and proposing means for improvement to management and, where appropriate, implementing changes
Seek out and develop new project opportunities with the goal of improving service, increasing incremental revenue, reducing operational cost, and improving application Operations effectiveness and overall improved customer satisfaction
Design, implement, and manage all approved special projects – delegate activities as needed and manage all project budgets and controls
Working closely with Project Managers to transition projects into production with minimal impact to Customers
Develop preliminary business cases for all projects (regardless of cost implication)
Oversee the configuration of management and workflow systems aimed at improving work efficiencies and service availability
Build, improve, and manage external vendor and cross-departmental relationships in an effort to improve the customer experience
Review team performance monthly and ensure any needed changes in direction and focus are effectively communicated to team members and management
Create weekly and/or monthly reports in order to track and trend project performance including, but not limited to; resource effectiveness (time), budget and schedule adherence and impacts
Drive get well initiatives and root cause analysis of underperforming applications
Basic computer skills, with proficiency with Word,Excel, PowerPoint and MS Project
Ability to multi-task and handle on a proactive basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies
Ability to make decisions and solve problems while working under pressure
Excellent analytical and communication skills, including the ability to retrieve raw data and make operational decisions based on that data

Senior Manager Supplied Services Resume Examples & Samples

Strategic thinking Skills
Ability to collaborate successfully across functional and business lines
Ability to handle multiple projects under pressure and tight timelines
Strong training skills (if not in next layer down)
Strong oral and written communication skills and the ability to convey complex information in a simple, easily understood manner

Senior Manager, Economic & Valuation Services Resume Examples & Samples

Assist in business development efforts
A minimum of eight years of experience with advisory related projects with an audit, tax and advisory firm
Graduate degree in economics, business, finance, mathematics or statistics from an accredited college/university and/or relevant professional designation
Experience with valuations of business entities and intangible assets, purchase price allocations, analyzing goodwill and long lived asset impairment, supporting a company’s value for bidding or asking price plans, litigation support and financial analysis and research
Understanding of the capital markets

Senior Manager, Economic & Valuation Services Resume Examples & Samples

Manage and deliver tangible asset valuation services in an assigned geographic area
Supervise and mentor staff of between eight and ten professionals
Play a major role in business development efforts
A minimum of eight years of experience with tangible asset valuation related projects with an audit, tax and advisory firm
Bachelor’s degree in finance, economics, business, or engineering from an accredited college/university
Completion of an advanced degree from an accredited college/university and/or professional designation including: PHD (Doctor of Philosophy), PHSC (Doctor of Science - Commerce), PHDE (PhD of Economics), DBA (Doctor of Business Administration), PHE (Doctor of Engineering), MBA (Masters of Business Administration), MC (Masters of Commerce), ME (Masters of Engineering), MEC (Masters of Economics), MS - Economics (Master of Science - Economics), MA - Economics (Master of Arts - Economics), MS - Finance (Master of Science - Finance), MA - Finance (Master of Arts - Finance), MSRE (Masters of Science-Real Estate), MS - Political Science (Master of Science - Political Science), MTX (Masters of Taxation), MIAFF (Masters of International Affairs), CPA, CFA, Accredited Senior Appraiser (ASA) or CMA

Senior Manager, OEM Services Resume Examples & Samples

Ensure OEM partnerships receive superior customer service
Ensure the efforts of the Program Management Team lead to close relationships between key OEM stakeholders and Dealer.com
Ensure staff are engaged in pursuits that increase Customer Retention, facilitate increased revenue and EBITDA growth and growth rates
Create a new standard in operational excellence in the Digital Automotive Marketing space for OEM partnerships
Provides advice, problem-solving assistance, answers to questions regarding team objectives
Participates in committees and task forces designed to improve the quality of service to existing customers
Conducts surveys/studies relevant to organizational management
Develops objectives and activities based on department goals
Prepares or coordinates preparation of financial and administrative reports
Analyzes and interprets statistics, financial data, and management planning data for predicting resource needs and developing long range plans
Acts as liaison with Customer Service and Sales
Coach, direct, lead and supervise all aspects of the team
Lead team on successful execution of departmental performance objectives
Hold staff accountable for the work day and work load
Delegate and oversee daily activity of staff
Ensure timely process of inbound client communication
Ensure job satisfaction is best of breed
Communicate and discuss industry issues and trends with team
Conduct monthly, quarterly and annual performance reviews for staff
Must have proven leadership abilities
Solid business acumen, management and marketing communication skills
Exceptional knowledge of development, marketing and sales processes
Exceptional attention to detail and organizational skills
Ability to contribute to defining a strategic vision and to articulate it in front of a variety of audiences
Proven organizational skills; ability to multi-task and work on several assignments concurrently; detail oriented individual
Excellent interpersonal skills, proven track record of building strong relationships and establishing credibility with OEM clients, third-party vendors, sales, and the management team
Ability to travel up to 35%

Senior Manager Riac Services Resume Examples & Samples

Communicate effectively, both internally and to clients, including those at an executive level
Apply insights and knowledge of enterprise IT to enable clients to solve complex business problems
Manage day-to-day project activities; establish appropriate leverage on project teams and assign/manage project responsibilities to team members
Provide coaching, mentoring and performance counseling to consultants, clients and project team members
Balance client, new business development and practice development activities, including active participation in internal projects and operations along with complying with firm standards
Contribute to the general management of the RIAC Practice and develop and implement a personal plan which sets goals for professional and practice development
Build expertise and share your knowledge of a variety of technologies including cloud computing, mobile devices, Windows, UNIX, firewalls, databases, web-based applications, and enterprise resource planning (ERP) systems
Work closely with client executives and management teams to understand their businesses and consult with them regarding risks and controls
Work as part of a team in a fast-paced environment with other bright, motivated professionals, and assist with the development of our growing team
Bachelor’s Degree in Accounting, Management/Computer Information Systems, Computer Science, Accounting Information Systems, Computer Engineering, Industrial Engineering, or related program
5+ year(s) experience in IT or accounting/finance preferred
Experience assessing or performing technology management processes including

Senior Manager Services Resume Examples & Samples

You have 6 – 10 years of progressive experience in an analytical field with significant exposure to financial statements (High tech environment is a plus)
You have a strong understanding of financial statements and their interdependencies
You have mastered excel and can comfortably navigate a workbook using only a keyboard
You have proven leadership ability and strength building internal partnerships
You have strong communication, critical thinking, and presentation skills
You are well organized and comfortable managing multiple projects with strict deadlines

Senior Manager / Ambulatory Services Resume Examples & Samples

Ensures that practice operations and team members are knowledgeable of and in compliance with applicable regulatory, licensing and accrediting agency standards and applicable state and federal laws, as well as policies and procedures as defined by CHS
Promotes effective communication dialogue with providers and staff through daily huddles, regularly scheduled staff meetings, or other means of communication
Manages practice by improving utilization of resources, and maintaining practice efficiency while seeking to minimize operational costs. Assigns duties and determines staff work schedules based on competencies of available staff and patient/practice needs
Promotes the financial viability and accomplishment of financial goals of the practice by effectively managing billing, collections and budget processes, including proactive cost containment activities

Senior Manager, Employee Services Resume Examples & Samples

Effectively lead, develop and motivate Team Leaders and call center/payroll associate using innovative coaching practices to achieve business indicators, with a focus on employee experience
Motivate and encourage agents through positive communication, feedback and ongoing recognition
Monitor and analyze results/reports and scorecards to assess performance and identify gaps at both the individual, team, and centre levels; develop and implement strategies and solutions to resolve gaps
Compile call volumes, daily clerical tasks and analyse trends; recommend and implement solutions that meet the highest service level
Accountable for process & tools improvement, training initiatives, prioritization, team workload balancing and quality control; develop strategies to increase team effectiveness
Partner with various support teams: Workforce Management, Training and Communications
Explores trends, innovations and applications within the Payroll and HR industry
Diploma of post-secondary education in business administration, human resources or any related field,
5 to 10 years of experience in the position of call centre manager or payroll manager
Excellent verbal, written communication and negotiation skills
Experience in managing unionized employees (discipline, performance, presence at work)
Proficient in Microsoft Office (Word, Excel, Power Point)
Certified Pay Master is an asset
Experience with SAP systems is an asset

Senior Manager, Services Resume Examples & Samples

Absorb and investigate relevant trends, insights, and patterns within the Unity community and our industry at large
Act as a bridge - promoting and maintaining communication and dialogue between our business units and clients to foster alignment on product development
Play a vital role in the ideation, technical development, and launch of innovative products and features
Act as the communication conduit to ensure rich insight from our developer community is visible and shared with our engineering teams
Establish a shared vision across the company by building consensus on priorities leading to product execution
Contribute to product development by collaborating with our engineering, design, and marketing teams
Integrate usability studies, research, community feedback, and market analysis into product requirements to keep our global Unity customers happy
Define and analyze metrics that inform and evaluate the success of our products and features
Play the role of Release Manager providing guidance on tasks, timelines and keeping the teams on schedule

Senior Manager, X & Linux Services Resume Examples & Samples

Set and enforce achievable quality standards for products and services
Evaluate and prioritize the backlog of work assigned to your team(s)
Manage the complete lifecycle process for the services supplied by your team
Balance time between multiple complex projects and baseline maintenance/tech-debt efforts
Effectively balance customer experience, security and cost control
Develop and manage team(s) through the full employment cycle, which includes performance management and career development
Establish and maintain healthy relationships and feedback loops with both service partners and customers
Manage vendors and service contracts
Effectively translate technical issues/topics into business impact and value
Represent team in conversations and presentations to senior leadership and stakeholders
Manage crisis situations associated to your service area
Prepare root cause analysis communications
Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
Minimum 3 years of previous Red Hat Enterprise Linux server or CentOS experience as an administrator or engineer
Minimum 3 years of experience using VMware virtualization technologies, or a minimum of 2 years as a VMware administrator or engineer
Minimum 3 years of experience managing infrastructure engineering/operations teams
Minimum 5 years of experience managing an IT staff, which included selecting and developing strong performers, and conducting performance and salary reviews
2+ years managing managers
Experience managing services distributed over physical, virtual (internal), and public cloud infrastructure
Flexible schedule to accommodate after-hours response to incident-related managerial escalations when necessary
Must be comfortable and effective at presenting to various audiences
Must be able to travel between St. Louis campuses
Must have strong team work qualities with the ability to establish and maintain solid working relationships with peers, vendors, senior management, and other departments within IT
Must be detail oriented with strong problem solving and time management skills
Must have proven experience in working and communicating effectively in cross-functional teams
Must be committed to incorporating security into all decisions and daily job responsibilities

Senior Manager, Advanced Services Resume Examples & Samples

Responsible for operational decisions that will affect deadlines, overall business operations and Advanced Services’ success
Leads the implementation of major projects and key business initiatives
Applies knowledge of Cisco’s service business strategies to redesign processes for more effective operations. Influences best practices cross functionally
Applies expert knowledge and understanding of all interdependencies between business processes, programs and systems and leads effort for planning, developing and implementing
Lead teams for business initiatives and related sub-projects
Develops new business process
Adapts business tools in support of business change
BE+MBA (or MS) from top business school with 12+ years related experience
At least 5 years experience in people management
Native in Mandarin and fluent in both Japanese and English
Experience in Global Service Delivery and Business Operations/Business Consulting/Sales Operations/Analytics/Strategy & Planning
Experience in creating stakeholder interlocks and also communicating analysis and business outcomes in a concise and precise way
Ability to coordinate multiple related initiatives effectively by leading and leveraging cross functional team and resources
Ability to influence decisions related to services and technologies across customers IT and Lines of business
Detailed understanding of all back office systems leveraged in support of the business Partners with senior management to establish operational objectives and assignments
Demonstrated experience in leading the initiating, planning, developing and implementing of business processes
In-depth knowledge of Cisco services offerings and service portfolio
Ability to apply Cisco solutions to drive customer business outcomes Financial and Business Acumen - knowledge, skills and understanding, of business process, tools and concepts required to make sound decisions. (e.g. investment ROI) Knowledge of Cisco Architecture Expertise of IT standards/frameworks (e.g. ITIL, ITSM) and Industry trends (e.g. cloud) Ability to drive innovation in delivery methods and customer outcomes

Senior Manager, Core IT Services Resume Examples & Samples

Oversees all aspects of IT customer support operations and endpoint infrastructure operations including plans, implementation, deployment, support and maintenance functions
Monitor and maintain network and systems security. Responsible for updating patches and making configuration changes consistent with industry recommendations and for preparation and reconciliation with security audits
Monitor network performance, ensure capacity planning is performed. Assess and make recommendations for improvement
Builds and maintains close relationships with the Business Management Team in order to; understand strategies, requirements and priorities of the business, reinforce IT commitment to the business, and reinforce use of the corporate IT model (e.g. Business Engagement, Architecture, Delivery, Services, etc.)
Administer and manage computer support by monitoring and responding to requests, analyzing requirements, determining priority and schedule, documenting solutions, reporting escalations and emergencies
Ensures the implementation and maintenance of field communication and delivery strategies in order to improve the reputation of IT with the business
Validates Service Level Agreement statistics with real availability at the corporate and field level
Increase operational efficiencies to pro-actively reduce and mitigate production incidents
Collaborating with other managers and support teams to ensure integrated end-to-end availability, reliability, and performance
Lead a high performing support engineers to provide a 24x7 support for systems with an ever-watchful eye on their availability, latency, performance, and capacity
Solve problems relating to mission critical services and build automation to prevent problem recurrence; with the goal of automating response to all non-exceptional service conditions
Works with and manages external vendors to ensure adherence to SLAs and quality standards. (Data Center, Network, Cloud, Telephone, Service Desk)
Responsible for creating healthy partnerships with leaders and team members cross teams - like Engineering, Architecture, Project Management, Development, QA and Release Management - to influence leaner processes for agility in projects and releases
Provides strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals
Performs trending and root cause analysis on reports and statistical data received from IT service desk to identify and develop strategies for addressing chronic issues
Enterprise System experience on Microsoft Windows platform, and an understanding of a wide array of server grade applications to include Windows DNS, IIS, Apache, Tomcat, SQL, SharePoint, SAN/NAS, VM, Patch Management, and LDAP
Transform the work structure for getting IT work completed, generating increased efficiency to lower the cost of IT initiatives and operations

Senior Managed Services Manager Resume Examples & Samples

Work across the Boomi business to garner the appropriate resources: people; collateral; positioning; use cases; best practices; etc. to ensure Managed Services objectives are being met
Collaborate with Product Management, Product Marketing and the Pre-Sales Enablement team pertaining to Dell Boomi's Cloud Strategy, competitive intel, future enhancements, new solutions or functionality specific for the Dell Boomi Managed Cloud Offering, including promoting expansion of Dell Boomi's multi-tenant Cloud offerings where appropriate
Collaborate with Sales Account representatives, Solutions Engineers, Technical Architects and customers/prospects on evaluating customer requirements at the high level to identify the best Cloud solution for the customer
Collaborate with DevOps and R&D to plan, execute, configure, deliver, maintain and support Managed Clouds
Leverage and promote cross team collaboration to transfer Ops' current knowledge and responsibilities in setting up and maintaining the managed clouds
Maintain Resource Plans for both Managed Services and Managed Cloud
Lead/coach the Managed Services and Managed Cloud staff and enable them to perform their duties
Perform cost and risk assessments for the managed services offerings and evaluate profit and loss
Collaborate across the Managed Services, Support and DevOps teams to define SLAs and processes for supporting Managed Clouds and Managed Services
Engage Project managers and solutions leads to properly transition Services engagements to Managed Services operation support
Define global strategy for Managed Services offerings
At least 4 years experience in Technical Support and Operations, predominantly in a lead role
Industry experience in Cloud / SaaS based platforms
Demonstrated leadership of technical teams
Excellent in customer engagement and cross-organizational collaboration
Experienced in Program Management and business development
Expertise in Cloud Architecture, ETL, MDM, API Mgmt or similar technologies
Dell Boomi specific experience a plus
10+ years experience leading teams a plus
Masters in Software Engineering or related technologies

Senior IMC Managed Services Manager Location UK Wide Resume Examples & Samples

Inventory Management activities related to DDS&OP process and supply chain capacity planning including production of statistical demand forecasts as a service to the LoBs and external customers, facilitating LoB and external customer approval of a consensus forecast every month
Development of the DDS&OP process and supporting inventory systems including O8 software to analyse demand history in combination with internal forecasts and other market intelligence to provide an accurate profile of future demand, including month end supply chain capacity / inventory plan review
Monthly preparation of reports and analysis to underpin the DDS&OP cycle
Providing trade-off and feasibility impact analysis on cost and working capital of different demand and supply scenarios
Identifying opportunities and constraints in the supply chain and preparing ‘what-if’ options and trade-off analysis for Inventory management and LoB decision making, for example: push out promotion or engineer re-trading/ clothing refresh; utilise alternative products and suppliers and use non-standard shipping e.g. expedite in the air freight
To act as the escalation point for all potential demand forecast issues
Support Senior Inventory & Supplier Performance Manger to determine root cause analysis of shortages and implement robust resolution plans
To proactively manage the relationship with LoBs and external customers on all Demand planning and supply chain capacity planning related issues
To develop excellent relationship management skills, to ensure sound relationships are fostered with both LoB business partners and inventory management team
To develop excellent coaching and leadership skills to ensure all development and performance issues are dealt with effectively and in a timely fashion
Active membership of academic body associated with Supply Chain (i.e. Chartered Institute of Logistics and Transport)
Certified Demand Driven Planner (CDDP)
Certified Demand Driven Leader (CDDL)
Extensive Demand Driven Sales & Operations Planning (DDS&OP) and operations experience gained in across a range of organisations external to BT
Relevant level of experience within the warehousing, distribution or mail services disciplines and/or relevant level of experience within logistics solutions design and development
Knowledge and experience of logistics principles and policies
Ability to apply theoretical skills when developing or inputting to strategic plans
Strong leadership and change management capability
In depth Supply Chain experience
Demands driven sales and operations planning
Supply chain planning and demand forecasting
Managing strategic change
Good customer relationship skills

Senior Manager of VDC Services Resume Examples & Samples

Collaborate with the Regional VDC Directors to identify opportunities with Skanska Project Teams, and ensure the pipeline of opportunities achieves budgetary targets
Build and maintain relationships with Account Managers, Project Executives, and Business Development leaders in all regions of the country to ensure project support services are considered and budgeted appropriately during the planning phases of projects
Develop scopes of work for the internal service opportunities, estimate the time and resources required for the job, and coordinate availability of hardware assets and personnel to deliver the services
Coordinate with Director of Business Operations to develop value-based pricing standards for delivery of BIM/VDC Services
Develop a process to quantify and monitor performance, as measured by the on-time delivery, quality of the service, and planned versus actual cost. Ensure feedback from project teams is continuously solicited to ensure continuous improvement of our services
Provide technical perspective and expertise to the Director of Marketing in support of pursuits, and develop value propositions that will resonate with both project teams and clients
Identify, develop and pilot new technologies with the potential to grow into new, viable services for both project teams and external clients, including a standard COBie deliverable platform
Develop standard protocols and contract agreements for engaging third party vendors of BIM services for the delivery of subcontracted services. Develop and execute a strategy to select and manage preferred vendors for third party service providers
As a secondary responsibility, support our client-facing BIM Professional Services by facilitating or leading BIM and Lean Consulting engagements and Asset Management service opportunities
Maintain a utilization rate of 60% through the delivery of internal services and external BIM/VDC Professional Services
Hands-on leader able to build credibility through tangible contributions in a highly collaborative environment
Self-starter able to navigate a complex organization and effectively collaborate and communicate with all levels within the organization
Early adopter able to quickly adapt to new tools and achieve proficiency in them
Detailed and structured thought process. Excellent analytical problem solving skills
Entrepreneurial attitude and work ethic. Excellent planning, facilitation and organizational skills
Highly motivated, high-energy individual with a “can do” attitude and a strong sense of urgency
Bachelor's degree (or equivalent) in Architecture, Engineering, Construction Management or a related field, or equivalent experience in the building industry. Master's degree preferred
10+ years of relevant experience working with BIM/VDC, preferably in the Building industry
Expert level skill in model building, editing and reporting with Autodesk Revit (all disciplines) is required. This includes the creation of custom content libraries such as Revit Families. Familiarity with other authoring platforms such as ArchiCAD, Tekla, AutoCAD, Microstation,CAD-Duct and related tools a plus
Experience with Autodesk Navisworks is required
Experience developing and implementing Revit modeling standards is preferred. Familiarity with other BIM tools such as Trimble Sketchup, ArchiCAD, Tekla Structures, Rhinoceros 3D, and related tools is desirable
Experience presenting in front of current and potential clients. Excellent interpersonal/communication skills

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