Service Manager Resume Samples

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O Christiansen

Oscar

Christiansen

32987 Mckayla Union

Houston

+1 (555) 267 1430

32987 Mckayla Union

Houston

Phone

p +1 (555) 267 1430

Experience Experience

Philadelphia, PA

Service Manager

Philadelphia, PA

Hirthe, Russel and Cronin

Philadelphia, PA

Service Manager

Manage, develop, and motivate specialists through effective performance management and guidance
Reviews internal team performance and provides feedback to make improvements
Develop relationships across the BBC, such that Service Management can truly work as One BBC and make the best use of synergies with other BBC teams
Performs periodic inspections of work sites in order to ensure safety procedures are followed and to check quality and quantity of work performed
Performs periodic inspections of work sites in order to ensure that safety procedures are followed and to check on quality and quantity of work performed
Bank Manager / Assistant Bank Manager
Delivery Management - Collaborate with EDM/DM/Competency regarding service performance, optimizing resource management and the Service Operations value

present

New York, NY

Service Manager

New York, NY

Muller Inc

present

New York, NY

Service Manager

present

Labor Management Provides management, training and development of all personnel assigned. Responsible for Performance Management of all assigned personnel
Provide first-level assistance by answering questions, provide suggestions for improvement, and assist with difficult calls or problems
Labor Management Provides management, training and development of all personnel assigned
Work cross-functionally with Business Development, Delivery Management, Contract Management and Business Operations
Proactively act upon feedback from the business, working with the Service Level Management team to facilitate the development of improvement initiatives
Provide coaching, support and feedback utilizing the performance management process to promote the development and effectiveness of direct reports
Work with service director to continually make positive changes in the department and to work towards constant improvement

Education Education

Bachelor’s Degree in Computer Science

University of Virginia

Bachelor’s Degree in Computer Science

Skills Skills

Have the ability to interpret basic financial statements and grasp profit and loss accountability
Excellent work ethics and ability to adapt to a constantly changing environment and ability to quickly reprioritize team activities
General knowledge of applicable programming languages used at ABC, working knowledge of operating systems; standard desktop applications
Risk and Compliance management experience (strong knowledge of all applicable regulations, audit standards
A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
Risk and Compliance management experience (strong knowledge of all applicable regulations,audit standards
Strong ability to focus on and deliver to deadlines and ability to facilitate third party delivery
Demonstrable strong interpersonal and negotiating skills, with the ability to influence at all management levels
Solid IT process knowledge with very good ITIL understanding

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Service Manager Resume Examples & Samples

Liaise with other functional areas within the Bank to ensure client and partner requests and inquiries are managed efficiently and effectively
Quarterbacks any new client business, such as mergers and amalgamations ensuring a smooth transition
Control of Daily Excess Reporting, referring to Risk Management when required
Maintains contact with the service partners within RBC and Symcor
Prioritizes, examines and provides resolution, ensuring client and partner satisfaction
Maintains a wide network of contacts for referral purposes and problem resolution
Represents RBC in a professional manner with clients whether it be face to face or over the phone, at internal/external meetings or at any other function
Capable of building and maintaining partner relationships and working closely with them
Requests the preparation of current account documentation
Responsible for Corporate Visa requests
Obtains all required information for Opening of New Account requests
Familiar with the RBC Cash Management Products and Treasury Services required to up-sell as well as for providing explanations, suggestions and recommendations to senior officers of top tier companies
Required to cover other portfolios of senior accounts during vacation and absences

Service Manager Resume Examples & Samples

Bank Manager / Assistant Bank Manager
Regional Operations Manager
Bank Secrecy Act experience
On-line procedures, deposit/check processing,
Personal Banking products/services, and commercial deposit products

Service Manager Resume Examples & Samples

Execute the delivery processes to optimise IT service(s)
Primary accountability for aggregate performance against service cost and SLA
Secondary accountability for risk management and service improvement planning in conjunction with the Service Protection Manager
Effectively engage client and supplier stakeholders for service delivery and day to day service performance
Successfully facilitate delivery of changes to service and SLAs
Develop and maintain an operational service plan in line with the business plans
Collate and publicise management information for the service(s) within and outside the service groupings
Participation in commercial negotiations for the agreement of target supplier contracts for service delivery
Review and sign off change to the service
Management of the service supply chain for the service
Ensure that regular service reviews are undertaken with both client and supplier stakeholders
To work with Service Availability Managers contributing to service recovery & repair for the service(s)
Be the escalation point for internal and external supplier performance
Own and manage service performance issues and service improvement initiatives
Instruct finance to bill clients and pay suppliers, and agree service debits & credits
Understand the cost model for services in the service grouping, how service is charged to the business and how service improvements are funded and charged back
Define and collate the management information need for the service in line with defined standards
Facilitate the acquisition of relevant service data to fulfill objective service reviews
Ensure that dependencies and impacts on any other services/functions are managed effectively
Produce documentation & presentation material for stakeholder management purposes
Maintain a good knowledge of current practice and awareness of current developments within own area(s) of expertise. Demonstrates awareness of areas outside own specialism, as appropriate. Draw on knowledge and experience to enhance the service proposition
Develop new techniques/tools for use in support of services. Promotes services within the wider IT community. Takes an active role in the communication of global service ethos
Provide advice & guidance to support and project areas to ensure that new services are deployed in a manner that ensures adoption of relevant support tools and/or process improvements. Encourages re-use of tools and effective processes – participates as a champion for change and service improvement culture

Service Manager Resume Examples & Samples

Conversant with service management and delivery best practices (e.g. ITIL)
Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process
Clear articulation of IT structure and functions within Barclays and the services and product set of GRCB
Broad understanding of GRCB Technology strategy, design and business direction
Broad understanding of GRCB strategy and business direction
Good knowledge of business change processes, methods and tools
Broad understanding of service and supplier management processes and methods
Broad understanding of acceptance and integration process and methods
Good understanding of Project and Change Management Processes
Demonstrates a wide knowledge of IT service infrastructure and its exploitation in both own and other organisations
Has a significant impact on the operating efficiency of the area (Global Service Delivery)
Performs work, which is mainly non-routine and often includes strategic decision-making and can include the medium-scale rapid deployment of resources
Demonstrates competence in key areas of management and expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets
Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts
Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally – an influential communicator
Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own infrastructure specialism and making correct choices from alternatives
Takes initiative to keep own skills up to date and maintain awareness of developments in the IT industry

Service Manager Resume Examples & Samples

Service Level Management
Continuity Management
Arelevant third level degree or equivalent (a Bachelor Degree with a Science or Engineering)
Extensive experience in Application Support
Supervisory and Leadership experience
ITIL process level knowledge (certified or equivalent experience)

Service Manager Resume Examples & Samples

Incident Management - Co-ordinating response by Service Operations and Platform Operations teams for all infrastructure incidents and high impacting incidents globally
Problem Management - Providing ongoing analysis, tracking and reporting on post mortem events
Change Management prove a central co-ordination point for all high impacting changes outside of core business hours to maintain the integrity fo the Nomura OT Infrastructure
Very strong interpersonal communication skill
Very strong customer focus and ability to understand customer requirements
Extremely well organised and self-motivated
Ability to manage several work streams in parallel and to work to tight deadlines
Ability to influence and persuade internally and externally, often at key decision making levels on major issues
Ability to work within a team and to resolve conflict and deal with resistance
Understanding of IT Infrastructure/applications
Experience of managing third party suppliers
Previous experience in an ITIL environment, including a minimum ITIL V3 Foundation accreditation
Commercial experience of operating as a Service Manager in a complex stakeholder environment

Service Manager Resume Examples & Samples

SLA adherence across all services and new store openings
Cost/budget adherence for all dependent vendor services
Clear communication on service levels, critical issues
Define and track SLAs for all services – defining where possible process-based SLAs
Drive proactive mindset across support organization to drive root-cause analysis and remove repetitive issue occurrence
Define & drive all topics to best in-class ITIL service standards
Coordinate with all dependent internal stakeholders – store operations, infrastructure, etc. to support projects, provide status and manage/resolve escalations
Collaborate with cross-functional service owners in global locations to ensure right priority and service is provided and supporting local market
Collaborate will all project owners deploying new capabilities for Store Operations for effective handover of knowledge and process to service organization
Gain and maintain functional competence related to the service, technical systems, and adidas group way of working
Develop and maintain independence and self-organisation within the daily work environment
Maintain business, team and vendor relationships to ensure a high standard in customer service and satisfaction
Ensure compliance with all relevant adidas Group computing standards, policies methodologies, as well as security/data protection regulations
Ensure initial and continued deployment, maintenance, monitoring, troubleshooting and emergency response for all applications that are part of the service in the scope of the defined business Service Level Agreement
Manage escalations and reporting during service interruption events
Passion for service management and building highly effective support organizations
Passion for Retail and consumer-facing technology
Passion for adidas and working with industry-leading retailer
Passion to challenge and proactively identify new ways of working and driving increased levels of quality, efficiency, satisfaction, etc
7 years of experience in IT roles with high technical focus, complex technical landscape, service management tasks and related work
3 years of experience as an active service manager – building support organization, SLA standards, managing 3rd party vendors for support, etc
Strong business awareness on Retail business processes and store operations focus
Bachelor’s degree (Business, Engineering, Computer Science or similar field of study)
Extensive experience in cross-functional work and collaboration
Extensive experience communicating to wide stakeholder group and strong ability to view topics from a business perspective
Very strong English both written and spoken
ITIL Service Management – minimum certificate of foundation level; ideal candidate with intermediate to expert level
Strong aptitude on IT and technology and ability to guide varied experts towards problem solving & issue resolution
Ability to work in a team environment, both local and remote, with extensive cultural diversity

Service Manager Resume Examples & Samples

Manages one or multiple services with one or multiple service buyers with overall responsibility for internal and external representation of the respective service portfolio globally and converts client requirements into service offerings/strategies, considering relevant internal constraints, market trends as well as business priorities
Responsible for identifying proactive solutions that help to create added-value, thereby applying knowledge of the business strategy and value proposition
Create roadmaps for the service, factoring in demand for existing and new businesses, regulatory and market forces, risk considerations and client needs, as well as service quality and cost ambitions. Benchmark services to external market and clients and set prices based on volume & SLA estimates
Own the operating and strategic plan based on total cost of ownership (TCO) for the service and manage performance against the committed prices, design the control environment (KPC+PC) for the service and complete end-to-end risk assessment (SDRA) to ensure controls are designed and operating effectively
Report ICAP data as relevant and ensure Face-offs to the Service Buyer (cient) are aware of and approve the strategic decisions made for their service and conduct regular Service Reviews with Service Delivery providers to assess overall quality, client satisfaction, risk and cost of their service
Asset management industry experience
Service Management / Commercial management experience
Strong analytical and strategic skills and the ability to deliver against tight deadlines
Team player who is able to work with a diverse group of people

Service Manager Resume Examples & Samples

Own the coordination of all Learning Operations activities requiring onshore presence
Provide consultation and support during the scoping, set-up, test and pilot phase of new programs/courses including major rollouts, ensuring all relevant activities are performed to enable a seamless handover to the offshore team
Support in the testing of eLearning content
Set up and maintenance of complex structures within Learning Management System
Ensuring all policies, procedures and guidelines are understood by the offshore Learning Coordinator Team Lead, and cascaded to the offshore teams
Act as a level 2 escalation point for queries which cannot be resolved by the offshore Learning Coordinator team
Contribute to service improvements and optimizations by participating in relevant projects, and providing documentation and training where required
Build and manage strong relationships with all internal clients and stakeholders by managing their expectations through effective delivery
Support in the monitoring of Service Level Agreements and Key Performance Indicators with offshore teams

Service Manager Resume Examples & Samples

Lead, coach and mentor a Team of Payroll Specialists responsible for providing service to high value clients throughout Canada and the US
Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure
Participate in the establishment, communication, rollout and measurement team and business unit objectiv
Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences
Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur
Three to five years experience in a leadership role within a client services environment
Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourcefu
Advanced experience with computer software applications including Word, Excel,and Lotus Notes
Proven ability to multi-task, probe effectively, analyze and problem solve while exercising sound judgment to resolve complex client concerns in a fast paced and rapidly growing environment
Ability to successfully work in a changing environment and consistently achieve exceptional quality standards, while ensuring the team provides outstanding customer service to all clients
Excellent planning, coordinating, organizing and time management skills with ability to delegate

Service Manager Resume Examples & Samples

Work is complex and performed under limited direction according to set methodologies and processes
Problem resolution is within established guidelines and procedures, requiring the use of judgment to determine which of many methods are applicable in any given situation
Proceeds on own initiative but supervisor is available to provide direction in the amendment / development of new practices and procedures
Work is reviewed for attainment of objectives, adherence to policies, procedures, and timelines
Will be required to work outside of regular business hours

Service Manager Resume Examples & Samples

Focuses on day-to-day operations within the practice area and ensures effective execution of a team strategy/goals
Works with Senior Manager to provide oversight to team
Effectively creates, implements and manages team toward goals
Leads entry and experienced level staff in remote locations
Manages day to day performance and behavior of small team through effective 1:1's and coaching
Work in partnership with both Corporate and Store / District / Regional teams
3-5+ years of relevant work experience
Prior Technology leadership experience in a retail environment is a plus

Service Manager Resume Examples & Samples

Manage service and parts operations at the store level
Perform equipment inspections, adjustments and certifications
Effectively handle multiple priorities, organize workload, and meet deadlines
Degree or Certificate in Automotive Technology or equivalent experience preferred
Service Manager and Service Advisor experience
Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public
Maintain and perform top level professional integrity and appearance as a service manager

Service Manager Resume Examples & Samples

Performs Service Writing and counsel
Performs Master Technician work in the inspection, repair, and service of Tesla electric vehicles
Operate a variety of hand, power, and shop tools
Ability to work in a team-based environment and achieve common goals
Ability to maintain and perform top level professional integrity and appearance as an automotive technician

Service Manager Resume Examples & Samples

Responsible for same day repair turnaround and proper completion of all cars in service
Leading a team of highly trained technicians, advisors, valets and concierges
Manages the teams, parts operations and scheduling
Manages Service Writing, counsel and finance management

Service Manager Resume Examples & Samples

Technical architecture review. Transform technical data from monitoring, trouble ticket, and other metrics into action plans
Analysis of operational incidents to drive improvements with the customer and NaviSite, Inc
Identify opportunities to reuse process, services, and technologies
Ensuring documentation is complete and accurate for use in design, implementation, and operations
Strategic thought leadership to future direction
Serve as a primary point-of-contact for customer satisfaction and act as the liaison between the customer, sales and other functional Managed Hosting Services groups
Collaborate with the Managed Hosting Services functional groups and individuals to set objectives & goals, understand scope and dependencies
Participate in internal planning activities to develop schedules and align resources for projects and support activities
Coordinate with Program Manager / Project Managers as appropriate to ensure the plans are integrated and synchronized with all team members to provide reasonable assurance that projects are successfully delivered
Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management
Understand the customer’s needs and make suggestions that will have a positive impact on the customer and improve on customer satisfaction
5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years

Service Manager Resume Examples & Samples

Responsible for all coordination activities in the AIMS system
Ensure the technical issues are pro-actively identified and communicated effectively to the team
Maintain or enhance infrastructure components and services by maximizing the use of available resources
Full responsibility for resource planning, budgeting, documentation and project coordination and management as it pertains to AIMS
Responsible for managing 3rd party relationships as they relate to the production environment (hosting, licensing renewals etc)
Work with the team to analyze root cause for incidents, implement permanent fixes and host post-mortem meetings and documentation
React quickly to live systems errors and service problems to minimize downtime and restore service
Promote and implement the use of automated, repeatable processes for technical support activities
Has responsibility for day-to-day contact and communication with the client with a focus on providing the highest level of client satisfaction
Ensure that business objectives are met and deliverables are achieved in the agreed timescale, budget and quality
Provides regular management updates to the Technical Operations team and Client
Minimum 3 years’ experience coordinating operations for a large web application and corporation
Good working knowledge of a hosting environment
Ability to convey technical concepts and recommendations to non-technical staff
Possess strong written and spoken communications skills
Ability to properly prioritize multiple simultaneous tasks
Excellent interpersonal skills and ability to establish and maintain effective working relations with team and clients
Ability to work under the pressure of frequent and tight deadlines
Working knowledge of IT infrastructures in large organizations
Microsoft Office and Project
Energetic, motivated and decisive individual

Service Manager Resume Examples & Samples

Ability to assist internal customers with complex issues in a call center environment
Desire to educate, foster accountability, and be a consultative partner who delivers an exceptional service experience
Ability to provide reliable, straightforward, personal attention to LPL associates as well as LPL clients
Aspire to pursue a career in customer service in a service center environment with a desire to coach and develop service associates
Prior supervisory or management experience required. Experience in the Service and/or Operations organizations a plus

Service Manager Resume Examples & Samples

5 +years relevant experience, leadership and management
Experience with operational and financial systems
Proven Strong analytical /quantitative skills and problem solving ability
Must be highly focused on safety and preventative measures
BA/BS Technical Discipline or equivalent

Service Manager Resume Examples & Samples

Graduate and above
Strong controls and compliance orientation
Ability to handle pressure and work under defined deadlines to deliver results with zero error rate
Good interpersonal skills in dealing with internal clients
Creative approach to problem resolution

Service Manager Resume Examples & Samples

Proven ability to learn and operate new software and technology
Self-starter; willing to take initiative
Expert knowledge of HSBCnet product

Service Manager Resume Examples & Samples

Create roadmaps for the service, factoring in demand for existing and new businesses, regulatory and market forces, risk considerations and client needs, as well as service quality and cost ambitions
Benchmark services to external market and clients and set prices based on volume & SLA estimates
Own the operating and strategic plan based on total cost of ownership (TCO) for the service and manage performance against the committed prices
Design the control environment (KPC+PC) for the service and complete end-to-end risk assessment (SDRA) to ensure controls are designed and operating effectively
Ensure Face-offs to the Service Buyer (client) are aware of and approve the strategic decisions made for their service and conduct regular Service Reviews with Service Delivery providers to assess overall quality, client satisfaction, risk and cost of their service

Service Manager Resume Examples & Samples

Apply process improvement and Lean techniques to increase team effectiveness
Perform trend analysis and reporting of incident data and recommend areas to focus
Apply the ITIL Framework to our Incident and Problem Management processes
Crafting technical communications to other Technology teams
Preparing executive steering committee decks to communicate team status and overall system health
Facilitating Sev1 “after action reviews” of complex technical/application issues
Manage team “projects” such as the semi-annual Physical Inventory execution process
Assist in prioritizing team work
Build working relationships with Technology & business partners
Be the contact point for the group in production and project interactions within IT and our business partners
Manage team labor budget
Bachelor's degree in Computer Science, Engineering or related discipline/experience
6+ years progressive leadership experience on a technical team
Experience with the Oracle Retail Merchandising Suite of apps (Oracle Retail MOM suite of applications, like Oracle RMS, Oracle RPM, Oracle Retail SIM apps) strongly preferred
Excellent interpersonal skills, including comprehension and verbal skills, written communication, conflict resolution, teamwork and cooperation, and relationship building
Ability to manage and prioritize your own workload with excellent follow through
Demonstrates ability to be a team player as well as an independent performer
Strong mentoring abilities
Ability to utilize a creative and logical approach in analyzing problems

Service Manager Resume Examples & Samples

Proactively manage incident trends on hardware and mitigate operational impact across the business
Proactively work with projects to ensure new IT hardware is supported
To monitor SLAs and to initiate action to maximise effectiveness of services
Support Service Level negotiation, and production and maintenance of IT services and ensure service reports are produced for all key customers
Monitor and track all cost and spend across the hardware estate, including analysis of Third Party costs, ensuring business benefit

Service Manager Resume Examples & Samples

Conduct Service reviews on a timely basis and ensure service improvement initiatives are delivered
Analyse service and component availability, reliability and maintainability and ensure that services and components meet all of their agreed service levels
Advise and communicate service levels and service agreements to key stakeholders including detail of support process when required
Work independently, under general direction of manager, with regard to scope, activities and deadlines
Rapidly absorbs new information and applies it effectively
Excellent communication skills, both written & presentation, including Word, Excel & PowerPoint
Advanced PC skills, essential for data mining, capture and reporting
Experience of managing and tracking a financial budget and financial controls
Experience of detailed data/trend analysis and report compilation
Be self motivated with strong work ethic and drive

Service Manager Resume Examples & Samples

Responsible for financial performance of daily operations
Accurately conduct daily reports and safe audits
Responsible for hiring, scheduling, timekeeping, mid and end of season appraisals, and daily management of staff. Accurately schedule staff to business levels
Ordering and maintaining inventory control of Restaurant bar products
Investigates and resolves guest complaints
Actively manage inventory levels and participate in monthly inventory counts
Know and enforce local, state and federal regulations for the sale and distribution of alcohol
Create and maintain a special events calendar specifically entertainment and promotion schedules
Create and maintain a log with opening and closing duties, stock levels and daily bar notes
Maintain BMD and VR safety standards
Hold and document daily “staff huddles” and all staff meetings as neede

Service Manager Resume Examples & Samples

Provide subject matter expertise to support on-going quality controls for all printed output (checks, monthly statements, tax statements and confirmations)
High school or equivalent
5 to 7 years of print industry
3 to 5 years working across financial services products and deliverables
Experience scheduling and monitoring print production under stringent regulatory deadlines and requirements
Demonstrated leadership skills with the ability to lead up, down and across the organization, and to influence without authority
Ability to outline and document root cause analysis of for a variety of audiences
Strong skills to define, document and test processes and procedures
Experience working in a Lean environment

Service Manager Resume Examples & Samples

Lead and take part in the Company’s environmental emission initiatives on carbon dioxide reduction
Liaise with various parties to implement and monitor daily maintenance works as well as new HVAC projects to fulfill operational requirements
Work with internal partners in utilities saving initiatives by imposing changes on user behaviors and temperature setting optimization
Enforce and implement departmental policies and procedures
Execute resource management, including manpower, contracts, materials and competency management
At least 8 years relevant know-how in maintenance environment
Strong technical skills with hands-on implementation experience
Expertise in energy management
Proven interpersonal and communication skills on problem solving and customer service
Strong analytical, problem solving, leadership and management skills
Knowledge in relevant computer software and general Office tools
Ability in written and spoken English and Cantonese required; knowledge in Putonghua preferred
Higher Diploma or above in Building related disciplines

Service Manager Resume Examples & Samples

Supporting Service design
Supporting Service allocation (to internal operational entities and external providers)
Supporting Service performance optimization
4Education requirements: University degree in engineering, IT or telecommunications field

Service Manager Resume Examples & Samples

Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citigroup products and services,
Engage Citigroup business partners in a team effort to focus on issues and opportunities that further differentiate Citigroup in the view of our clients as an excellent service provider,
Act as the advocate and impetus for process improvements within Citigroup,
Escalate and effectively manage customer complaints
Main competencies
Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion
5+ years of direct experience within business operations, sales or management environment
Presentation skills: Comfortable with audience of tenured, senior level professionals
Initiative to do what is right without being told
General understanding of Bank product, Fx local regulations
Quality Oriented
Fast learner
Good interpersonal and problem solving skills
Service delivery oriented

Service Manager Resume Examples & Samples

Technology management including ownership of the integration strategy for Wealth Management
People leadership including career management and development
Delivery management including pipeline resourcing, hiring and managing the dollars
Risk management to ensure awareness, compliance and mitigation
Stakeholder and relationship management including the provision of guidance to the business
Engaging shared service technology teams to leverage off enterprise capabilities
Keeping up-to-date on new technology, standards, protocols and tools in areas relevant to the rapidly changing digital services environment

Service Manager Resume Examples & Samples

Serve as the primary point of contact internally and externally for group rental fulfillment
Responsible for upselling and cross-selling products and activities to enhance the group experience, exceed stated sales goals, and maximize sales
Maintain a thorough working knowledge of all Vail Resorts venues and activities offered to groups
Develop relationships with resort stakeholders
Set up advanced reservation rental websites for guests
Collect manifests from group clients and ensure that manifest information is loaded in a timely and accurate manner
Coordinate fulfillment to ensure guest expectations are exceeded; that we deliver on our promise of The Experience of a Lifetime, and that administrative aspects of group services are accurately and properly executed
Responsible for invoicing
Track and report on advanced group sales, booking pace, and total sales
Coordinate post-visit follow-ups with clients and stakeholders
Communicate with stakeholders to ensure preparedness for group visits

Service Manager Resume Examples & Samples

BA/BS required, MA/MBA preferred
Degree in a business or technology related discipline is strongly preferred
3-5 years of experience in a similar, service management role where IT or information security is delivered as service
Ability to communicate with senior management. Experience with exposure to senior management
Ability to understand technology, to communicate with technical people and to influence them
Ability to oversee complex processes
Ability to organize work and manage projects
Experience in information security is a plus
Ability to articulate accomplishments to senior management, translating technical details into a value-added service
Ability to apply a customer-focused approach to delivering information technology, provide value to the customer and establishing a good customer relationship
Ability to track the progress of work and to influence internal and external stakeholders to provide the necessary information
Fluent English is a must; both oral and written. The work is performed in English
Professional use of Office tools; especially Outlook, Excel (including charts, pivots and advanced formulae), PowerPoint and Word
Experience with SharePoint (as advanced user or as admin) is a plus
Experience with database queries is a plus

Service Manager Resume Examples & Samples

Leading the relationship management and ownership of regular service review meetings with the various production groups and third party suppliers
Develop relationships across the BBC, such that Service Management can truly work as One BBC and make the best use of synergies with other BBC teams
Please download the job specification below for further details*
Comprehensive service management skills with a proven track record of working in an environment with many different customers and skill sets
Ability to think strategically and evaluate decisions in the short, medium and long term and take the lead in these decisions for the team as a whole
Excellent communication and interpersonal skills, specifically dealing with management and staff at all levels in BBC Digital and other parts of the BBC, and with external contacts
Knowledge of ITIL service support principles to a minimum of foundation level (V3 is preferred) and how they relate to other IT disciplines
Experience of working in an environment with a strong customer focus
Experience of mission critical services in a major organisation

Service Manager Resume Examples & Samples

Owner of customer satisfaction for APAC clients
Define and measure customer satisfaction metrics
Define and manage customer management process and framework
Conducting quarterly service reviews
Driving service improvement plans
Jeopardy / Crisis management of customers who facing challenges with the service
Work closely with global service desk to manage operational SLAs and KPIs
Experience in ERP and CRM tools
Proficient in Microsoft Office suite of software tools
ExcellentPresentation and report writing skills
Contract management experience is a plus
Self-starter and highly adaptable, deals well with ambiguity
Excellent organizational skills and ruthless attention to detail
Tenacious yet humble and empathetic to customers' needs
A proven track record of jeopardy/crisis management and delivery of service improvement plans
At least ITIL V3 foundation certification

Service Manager Resume Examples & Samples

Meet or exceed targeted goal of client satisfaction
Problem prevention and resolution
Timely and accurate implementation of client projects
Enhanced client relationships / client retention
Proactively communicate problems, issues, and status updates to clients and appropriate Fiserv personnel
Participates in the launch of new products and services
Handle critical requests or complaints to assure speedy resolution and client satisfaction
Develop client relationships through in-person visits and phone calls to resolve and avoid problems
Work closely with Product Consultants and Product Specialists assigned to clients to ensure requests (cases) are resolved within appropriate timeframes
Work closely with the Account Executive in periodic Account Planning
Partner with the Account Executive to monitor service delivery and client satisfaction with other Fiserv products and services, particularly those integrated with Fiserv
Analyze Client Surveys with the Account Executive to identify areas for improvement and development of action plans
Bachelor’s degree; or a minimum of 5 years' equivalent work experience with emphasis on banking/financial technology or the financial industry
5 or more years’ experience in the banking (or related) industry
5 or more years’ experience in customer service
Customer Service and Conflict Management skills
Ability to identify needs, formulate a plan, and execute plan through resolution
Solid administrative skills, such as planning, organizing, and time management
Strong PC skills, particularly with MS Office applications
Ability to travel up to 50% ; holds a valid driver’s license and is able to travel via an airplane
Knowledge of Fiserv systems

Service Manager Resume Examples & Samples

Enterprise Problem prevention and resolution
The Service Manager has enterprise wide accountability for ensuring quality delivery of products and services for their assigned clients
Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
Work closely with the Account Executive in Account Planning
Develops and manages operational and technical relationships through in-person visits and phone calls to help carry out their account plan
Acts as the primary point of contact for issue resolution and escalation
Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements
Tasked with understanding their client’s environment to ensure full utilization of our solutions for maximum benefit
Provides various levels of reporting on accomplishments and in-process activities
The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities
Five or more years’ experience in the banking (or related) industry
Five or more years’ experience in customer service
Seasoned individual who can manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
Requires management and leadership skills with the ability to operate at an executive and tactical level using both sophisticated written and verbal communication skills
Ability to simultaneously manage complex situations
Ability to deal with high stress situations
Requires an in-depth knowledge of Fiserv BUs, resources, process, etc

Service Manager Resume Examples & Samples

Product Knowledge and Referral Development
Provide Human Resource Management for all service representative jobs including PPA’s, Developmental Plan/Training, Goal Setting and Corrective Action
Coordinates daily work routines and assigning duties for Service Representative staff
College or other courses related to retail banking preferred
Online procedures, deposit/check processing
Ability to foster teamwork, recognize and reward achievements inspire trust and motivate others
Ability to create an environment that promotes customer service internally and externally, and building lasting relationships through exceptional customer service

Service Manager Resume Examples & Samples

Provide leadership to a team of hourly union cast
Provide technical guidance in the prep and painting of various surfaces with automotive finish results
Provide guidance for planning & scheduling techniques for optimum labor efficiency
Ensure budgets are maintained and process are followed, provide input for all estimates
Partners with clients to understand and meet their requirements
Uses metrics and reporting to drive organizational success

Service Manager Resume Examples & Samples

Management of the Application Management & Support organization for the SharePoint Enterprise Platform, applications and core services in an outsourced offshore model
Vendor / supplier relationship management of the outsourced service provider; acting as the point of escalation for service issues
Management of the transition team for applications requiring support
To put in place a service improvement process and processes to track customer satisfaction
As part of the IT Management Team, to manage the delivery of IT related service to meet the requirements of the business
Stakeholder relationship management including engagement and facing off to senior stakeholders across the business and IT
Driving impact of IT delivered Business Change
Adherence to, and enhancement of, Industry and EY standard SDLCs (e.g. Waterfall, Iterative and Agile) and governance processes (as applicable)
Adherence to, and enhancement of, Industry and EY standard Enterprise Service Management practices and processes
Monitors and manages the response and resolution measures in place with the vendor / supplier team taking appropriate remedial action as necessary
Manages the priority and urgency of issues in line with enterprise service management guidelines and stakeholder circumstances
Manages the priority of minor enhancement work in line with prevailing workload
Anticipates problems before they occur; defines the problem or risk, identifies possible causes, works with team to identify solutions, selects and implements most appropriate solution
Develop and manage plans to address Solution Centre program/project strengths, weaknesses, opportunities and threats
Analytical skills and problem solving skills needed to manage multiple factors simultaneously in a program/project or service
Demonstrate business analytics to manage and meet sponsor and stakeholder needs
Proactively identify risks and issues on programs/projects and the service - leading team to develop risk management and issues management plans
Monitors and manages program/project and service baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
Creates and implements strategy to mitigate shortfalls in timeline and budget; Identifies potential causes of missed deliverables and puts into effect lessons learned
Direct supervision and support provided by an experienced Program Leader, usually on a weekly or as needed basis
Program manager / Service Manager is expected to be self-driven and motivated, lead and act independently to deliver program/project or Service to schedule, budget and scope; support will be provided from an experienced program Leader as required and requested
Program manager / Service manager leads program/project teams consisting of cross functional, global, and virtual groups
Directly supervises staff within reporting line as well as matrix teams; assigning responsibility to members and monitoring progress
Program manager / Service manager coaches, mentors and supports less experienced program/project or service managers as well as other project/service resources as needed

Service Manager Resume Examples & Samples

Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement
Cross Sell banking products to walk-ins and while calling
Transaction processing as per defined process and guidelines
Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg: self introduction calling, welcome calling, relationship calling)
Handling customer queries
Ensure minimal Ops Errors

Service Manager Resume Examples & Samples

Responsible for maintaining the primary Fiserv relationship in client's technical and operational areas
Participate with Account Executive and client on operational strategy
Schedule and facilitate client calls with National/Service Manager/RM as needed to review CRs, projects and open issues
Attend Project Review meetings with client to update internal groups on client projects
Create, submit, and track Project Service Requests (SR) & Engagement Requests
Attend scheduled calls with Service Delivery and client to follow up on any escalations or scope changes on a as needed basis
Create, submit and track CR’s
Participate/schedule/facilitate Post Mortem (internally) meetings
Project Coordination (AP releases, Project Implementation) - work with other Fiserv staff on execution of releases, projects etc. Ensure that projects are completed within contractual SLA's
Serve as main internal liaison to internal Fiserv teams including Business Partners
Ensure that client requests for additional services are addressed
Escalation point on issues (first line escalation remains Client Services)
Promote and maintain positive client relations
Minimum 2 - 4 years of experience as an Account Executive or National Client Service Representative
EFT and banking knowledge (required)
Bachelor’s degree in business (highly preferred)
Client service oriented
Advanced analytical skills required
Professional appearance and ability to travel upon request

Service Manager Resume Examples & Samples

Directing the performance of field maintenance and contractual service operations
Conducting field education training with field workforce
Improving efficiencies, managing route schedules and callback rates
Providing technical support
Authorizing repair orders

Service Manager Resume Examples & Samples

To work for the Service Lead for E-Mail to ensure the operational performance of the IT Service against targets is achieved
To own and drive the management of IT Service which includes Risk, Audit & Compliance, Finance, Business Continuity, Vendors, Service Level Management, Budget Management, and overall Service Improvements
To drive 3rd party suppliers and enhance relationships which benefit service delivery and day to day service performance
Active co-ordination of technical resource globally to achieve optimum service performance
Act as principal point of contact for the business/end users utilising the service
Drive risk management and service improvement planning associated with the service
Effectively engage stakeholders for service delivery and day to day service performance
Define and publicise management information for the service in line with defined standards
Familiar with service management and delivery best practices (e.g. ITIL)
Deep understanding of the internal and external environment related to own IT department/function
Able to interpret and apply policies and standards
A wide knowledge of IT service infrastructure and its exploitation in both own and other organisations
Demonstrates competence in key areas of communication, financial planning and control, quality management, risk analysis and the achievement of targets
Effective at managing their own time
Excellent Team Player

Service Manager Resume Examples & Samples

Create, submit and track Change Requests
Participate/schedule/facilitate Post Mortem (internally) meetings
EFT and Debit Card knowledge required
Bank Knowledge preferred
Bachelor’s degree in business and 2 to 4 years’ experience as an Account Executive or National Client Service Representative is preferred

Service Manager Resume Examples & Samples

To work with Service Operations contributing to service recovery & repair for the service(s)
Maintain a good knowledge of current practice and awareness of current developments within own area(s) of expertise
Conversant with service management and delivery best practices (i.e. ITIL)
Clear articulation of IT structure and functions and the services and product set that make up a Network
Broad understanding of Infrastructure Services Technology strategy, design and business direction
Has a significant impact on the operating efficiency of the area (Core Networks)
Takes initiative to keep own skills up to date and maintain awareness of developments

Service Manager Resume Examples & Samples

Effective support management of the outsourced service models. Services run will include plastics and point of sale terminal production, logistics, application processing and open sort and distribute
Role holders will be required to ensure an excellent customer service is provided by the third parties
Supporting service management in driving cost reduction/value creation opportunities
Supporting change initiatives into the supply base to improve customer experience, control or the cost base

Service Manager Resume Examples & Samples

Providing oversight and direction for management of the client’s technical environment and business applications including
Serve as a primary point-of-contact for client satisfaction and act as the liaison between the client, sales and other functional Managed Hosting Services groups
Understand the client’s needs and make suggestions that will have a positive impact on the client and improve on client satisfaction
Limited overnight US travel may be required
Bachelor’s degree and demonstrated prior Account Management / Service Management experience
5+ years of Information Technology experience with increasing levels of responsibilities and a minimum of 3 years Technical Support Management, or Project Management experience
Managed Services expertise, particularly: Managed hosting, Windows/Unix environments, databases, SAN/storage, disaster recovery planning, security, enterprise applications, and messaging
Excellent organizational, planning, problem solving and project management skills
Excellent analytical and decision-making skills
Self-motivated, excellent work ethic, goal oriented and strong team player

Service Manager Resume Examples & Samples

Assume overall management responsibility for delivery of a range of outsourced services to asset managers, pension providers, banking and insurance clients
The services include preparation of regulated investor disclosures such as performance, projections, costs, holdings and risk as required for compliance
Manage client relationships and expectations while providing guidance and knowledge. Negotiate service level agreements and hold regular client reviews
Manage onboarding projects, ongoing service delivery teams, processes and systems to ensure a consistently high level of service
Recruit, manage and motivate staff, providing expertise, training and daily support
Lead initiatives to innovate, increase efficiency, improve quality and enhance client satisfaction

Service Manager Resume Examples & Samples

Provide leadership to team of hourly union cast
Provide guidance in fiberglass, toolmaking, urethane, silicone, vacuforming, assembly and other misc. staff work
Ensure budgets are maintained and process are followed, provide input for estimates
Strong analytical /quantitative skills and problem solving ability
Strong planning and leadership, interpersonal and team-building skills

Service Manager Resume Examples & Samples

INCIDENT MANAGEMENT: When appropriate, the Service Manager will perform Incident Management control for troubles. In the event a trouble ticket has moved back and forth from multiple fix agencies and/or there appears to be no owner or resolution, the Service Manager will intervene and take Incident Management control of the trouble process. This may require initiating a conference bridge and/or coordinating a customer vendor meeting with Field Service. The Service Manager should always be acting as the customer ombudsman when the normal trouble process is not driving toward resolution in the most expedient timeframe
MONTHLY SERVICE REVIEW: Prepare monthly service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance
REVIEW POST INCIDENT REVIEW: Develop requested PIR within a specified timeframe for a network outage with negatively impacted the customer’s network performance. The PIR will be created with collaboration with the appropriate organization within Cox that has direct responsibility on future incidents. The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact
ECR NOTIFICATIONS: Service Manager will provide maintenance notifications for any maintenance activity which may impact the customer’s service. Keep track of maintenance activities for trends or which may lead to a redesign of the customer’s network
CHRONIC TROUBLE MANAGEMENT: Develop action plans to address circuits or sites which have experienced multiple troubles within a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers’ vendor in developing and implementing action plan
SALES SUPPORT: When appropriate, be a technical resource for Account Teams in developing RFPs and Account Reviews

Service Manager Resume Examples & Samples

Work cross-functionally with Business Development, Delivery Management, Contract Management and Business Operations
Business Development – Provide accurate Service Operations LOE estimates for new Business deals and collaborate to develop new Business opportunities
Delivery Management - Collaborate with EDM/DM/Competency regarding service performance, optimizing resource management and the Service Operations value
Contract Management – Collaborate in the development of standard Service Management offerings within the contracts
Business Operations – Collaborate in the development of the enterprise knowledge and reporting
Manage Service Operations team by providing coaching and motivation to maximize employee performance through the use of goals and objectives
Promote industry leading service management practices (reg. ITIL, Cobit, LeanIT, PMI, Six Sigma, etc.) through delivery and industry forums
Support the development of process related tools including ticketing applications, reporting tools, and other technologies
Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with SPL/EDM/DM
Ensure Delivery Assurance and Process Maturity compliancy across the enterprise meet contractual obligations
Ability to work in a global environment
Possesses operational command of the business
Goal Oriented
Cross-Functional skills
Plans and takes initiative
See the big picture
Think outside the box
Cross-Functional skill

Service Manager Resume Examples & Samples

Business requirements and relationship management
Service Strategy
Service Benchmarking, pricing and recovery
Commercial and supplier relationship management

Service Manager Resume Examples & Samples

Established global standards should be leveraged. This includes
Strong experience with VDI, Virtual Desktop environments
Ability to act with customer and operations communities in an attentive and responsive manner
Ability to successfully understand and translate the needs of varied operations constituencies into IT service support requirement
Demonstrated ability to deploy a broad set of Operational capabilities
Strong customer focus, organizational, project management, conceptual design skills
Strong People management skills
Ensure management of Operational budgets and financial obligations
Ability to lead multidisciplinary teams through the design and implementation of robust IT service support processes across all operations communities
Demonstrated ability and initiative to independently stay abreast of current and emerging IT service management and ITIL trends related to service support process domains, and understanding of potential to address Honeywell needs
Ability to communicate effectively with all levels of a diverse environment, including senior management, operations and technical staff, supplier relationships and administrative functions
Experience leading and working effectively in an environment with rapidly shifting and often contradictory demands and priorities
Ability to influence others to take action and execute against assigned activities and tasks
Demonstrated passion for Operations and ability to lead a stable, disciplined operations

Service Manager Resume Examples & Samples

You must be passionate about customer service, pro-active and cheerful in nature; possess good verbal and written communication skills and problem solving skills; and able to handle high volume of calls
A strong service mindset and ability to take ownership to deliver excellent service at all times is essential
You should preferably have a degree or diploma with work experience in a Contact Centre, Banking or Customer Service environment

Service Manager Resume Examples & Samples

Manages the service operational activities within Denmark to meet agreed budget targets and contracted commitments
Provides operational leadership to the service team
Acts as role model for Eaton ethical standards of conduct
Ensures full deployment and application of Eaton standards within the team
In addition to Eaton standards, responsible for fulfilling local regulations related to working environment and risk assessment incl. STF Champion (Slip, Trip and Falls)
Acts as a member of the local Eaton Power Quality management team
Works in cooperation with other departments putting Eaton’s overall interest above any local or personal benefit
Identifies and develops possibilities for future business growth, including new service products,bringing them to the attention to the relevant central team for further investigation and possible next steps
Bachelor's or Master's Degree in engineering discipline
Services experience
Proven track record of achieving success as a Service Manager
Leadership style with good track record as a manager of people
Intercultural awareness able to operate in a cross border environment

Service Manager Resume Examples & Samples

5+ years of Elevator industry experience is preferred; field experience is preferred
Possess a strong technical background
Have prior supervisory/management experience leading a technical team, preferably in a union environment
Have strong communication skills with the ability to communicate effectively with people at multiple levels within the organization
Possess strong listening, interpersonal and communication skills
Have a customer focused outlook
Be energetic and enthusiastic
Will demonstrate strength in business judgment and decision making
Posses excellent computer skills with full control of the Microsoft Office suite (Word, Excel, Outlook, Access, Power Point)

Service Manager Resume Examples & Samples

Minimum of 8 Yrs of IT M&O experience
2 year’s experience with an ITIL based organization
Be able to work independently
Deal effectively with multiple levels of technical and business management
Have managed development and support for large, critical applications preferably on multiple platforms
Healthcare experience is a plus
Be able to collaborate effectively with peers and development teams
Have proven organization skills
Have the ability to manage a remote team of resources including offshore workers
Have strong analytical skills and ability to use judgment in managing resources effectively

Service Manager Resume Examples & Samples

Minimum of 2 years mechanical problem solving experience (e.g. plumbing, electrical, HVAC and/or mechanical experience)
Ability to work overnight shifts and be on call at night, on weekends and over holidays as required
Ability to complete pre-employment assessments including a physical, occupational assessment, lift and/or carry 75 pounds, color vision test and drug screen
Service industry mechanical experience (e.g. refrigeration, appliance repair, kitchen equipment, HVAC and/or military experience)
Customer service experience where you have directly interfaced with customers

Service Manager Resume Examples & Samples

Bachelor’s degree; or equivalent work experience with emphasis on the banking/financial industry
Strong management and leadership skills with the ability to operate at an executive and tactical level
Experience with conflict management
Strong PC knowledge in MS Office applications
Must be able to travel as needed (domestic)
Knowledge of Fiserv systems, Business Units, resources, process, etc
Ability to manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)

Service Manager Resume Examples & Samples

Bachelor’s degree and at least 6 years of leadership experience in management or individual leadership role or equivalent (defined as High School Diploma/GED and 6 years progressive experience with leadership experience direct or indirect or technical experience
Ability to develop and execute multiple priorities and approaches to meet objectives
Proven ability to influence and drive change through exceptional written and verbal communication skills
Direct customer relationship experience

Service Manager Resume Examples & Samples

Bachelors (ideally in a technical or engineering discipline). Master’s in Business a plus
5+ years of prior service management experience, technical management, or management in companies with…
Advanced service business model with P&L orientation with high contract penetration with tiered structure based cost-to-serve and response time
Regular remote- and field-based customerinteraction
Remote service delivery a plus
Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in aftermarket support
Highly computer literate (especially in Excel and PowerPoint, Oracle and SFDC a plus)
Strong deductive reasoning and problem-solving skills
Inclination and ability to listen to various stakeholders (e.g. Customers, Sales) and generate actionable insights
Able to travel 25% - 50% of the time within Korea
Strong communication and listening skills
Fluent in both written and spoken Korean and English

Service Manager Resume Examples & Samples

Bachelor’s degree in related field or equivalent experience
Previous production management, sales results and customer service experience
Knowledge and success in managing in P&L responsibilities, and capital expenses
Must have highly developed interpersonal, analytical and communication skills

Service Manager Resume Examples & Samples

To build services relationships with clients
Single point of contact (SPOC) on Operations matters
Oversee day-to-day fault management for Critical or Escalated incident
Provide regular updates and ensure timely fault resolution for Critical or Escalated incident
Overseeing the entire planned maintenance cycle for customer’s critical services
Develop customized processes and support to meet customer’s special needs
To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
Conduct monthly network performance review that basically covers the following
Diploma / Degree in Computer Science / Engineering or equivalent
At least 2 years of IT experience in an IT Service management capacity
Experience in IT Operations management is compulsory
Experience of managing suppliers in outsourcing contracts
Good team player with experience in coordination with cross-functional teams
ITIL Service Delivery qualification is desirable
Good communication and written skills in English
CCNA is highly desirable and candidates with this certification will be high favored

Service Manager Resume Examples & Samples

Effectively communicating with customers to resolve service issues; follow through on all service related issues to fruition, both internal and external; handling non-service issues in a tactful, diplomatic manner in which the customer feels they have been treated appropriately
Evaluating service related issues to determine if they are a warranty or chargeable service item. Communicate findings to Service Coordinators and customer
Responsible for assigned department functions and all associated personnel
Responsible to appropriately staff and schedule departmental personnel to ensure work requirements are met while minimizing costs
Responsible for planning departmental operations by establishing priorities and sequences for performance of job tasks
Observes and coaches personnel on work related issues
Ensures personnel adhere to Company policies and procedures, plant wide safety rules and employee rules of conduct
Responsible for developing people; improving processes; reducing costs; quality monitoring and improvements; superior customer service; and on-time delivery
Responsible for interviewing, hiring, training, terminating, disciplining and coaching employees
Able to motivate employees to achieve results. Must be an effective communicator, capable of teaching and generating results while enhancing the Milgard work environment and supporting the Company philosophy
Participates in the Leadership Development Program for the location
Interacting with customers to ensure highest quality service possible is delivered
Working with Production staff and Service Technicians to identify and correct problems with manufacturing and quality
Responsible and accountable for adhering to departmental budget constraints
Prepare and conduct training and informational presentations on improvement opportunities
Creates and executes Milgard Performance System plans, meets Milgard Performance System commitments and works within the guidelines of Milgard Performance System; reflects Milgard’s business values and the Milgard philosophy in all business interactions
Adheres to all facets of safety policies and procedures
Minimum five (5) years related quality/production experience and progressive management with emphasis in effective communication and team building
Some previous window or IG experience preferred
Prior employee management experience preferred
Read, write and understand the English language
Ability to work under pressure and meet deadlines

Service Manager Resume Examples & Samples

Establish and lead a robust and reliable support service organization for ATLAS applications to allow the future growth in scope and business criticality as per Finance Strategy
Establish a strong relationship with Finance Business Engagement Manager and business stakeholders, understanding the operational and tactical needs for ATLAS system
Provide overall leadership, control and decision-making and take responsibility for the ATLAS operations management teams
Report to Finance Domain Delivery Manager on all ATLAS operational issues
Be responsible for maintaining a stakeholder communication matrix and proactively manage all service communication, by publishing alerts, news and announcements
Coordinate the planning and consumption of the service budget
Ensure that ATLAS has the right mix of services to balance the investment in ATLAS with the ability to meet business outcomes
Manage proactively the services lifecycle, from introduction service to retirements, securing that services are timely delivered and guaranteeing that the appropriate investment returns are being achieved for the business together with a positive and uninterrupted service user experience
Ensure that ongoing service delivery and support organization meet the agreed business requirements operating in close collaboration with ATLAS Stakeholders
Assist Domain Delivery Manager in defining the ATLAS Service Level Agreement and Service Catalogue and the corresponding service monitoring & controlling metrics for services and solutions
Represent the service operations in the Change Advisory Board (CAB) meetings, providing transparency on operational cost, service performance and service status, communicating service related metrics, budget consumption, and reporting on service status
Coordinate interfaces between Support between service catalogue management and other service processes, especially service asset and configuration management, release and deployment management
Establish clear Problem Management process to fight ticket volume by detecting re-occurring defects and eliminating these
Serve as the point of escalation (notification) of major incidents related to the service
Lead major incident & critical situation resolution incl. stakeholder communication (business, delivery, service desk)
Identify improvement opportunities through a robust Continuous Service Improvements process, foster their review in collaboration with ATLAS product manager to secure them in the official product backlog with a proper prioritization
Execute end-user satisfaction surveys to detect end-user usability and satisfaction issue
Cooperate and collaborate with Application Owners across domains to optimize the service delivery experience towards business
Collaborate with Solution Delivery for complexity analysis, effort estimation and execution of incoming business demand
Employment in a stable company with an established position in the market
Attractive salary based on your professional experience and skills
Good working environment

Service Manager Resume Examples & Samples

Provide and maintain repair schedules for major (and minor) accounts for repairs of service. Set up work for all shifts so that the productivity shifts will be at the highest level possible; maintain our service appointment
Provide information for present and scheduled jobs in order to procure the necessary parts and materials required
Perform vehicle walk around with customers and prepare estimates for repairs to customers and follow up with customers
Documents service schedules for customer vehicles and follows up with customer on future service appointments
Keep customers informed on completion times, delays and changes to estimates and spend quality time building relationships with customers
Prepare, process and insure accuracy of all repair and warranty work orders and warranty coding
Maintain a constant flow of work into the service department and take steps to fill empty time periods in the service
Work under ISO operational procedures and maintain the branches service records
Seek opportunities to increase service sales
High school degree or equivalent and 1 year in the automotive/heavy duty industry or 2 years on-the-job related experience
Ability to estimate a mechanical repair
Strong computer knowledge : Microsoft Office skills
Knowledge of the SAP software (as an asset)
Background in service and parts

Service Manager Resume Examples & Samples

Operation and management of the service department and fleet
Financial accountability for the profitability of the service department
Schedule repair work and ensure timely completion of service repairs
Diagnose problems and follow up on customer concerns and complaints
Ensure all parts manuals, pricing information, and sales information is current
Administer warranties, work orders and prepare repair estimates
Ensure all personnel are adequately trained for their positions, provided a clean, safe work environment and have the tools to complete their jobs successfully
Review branch performance with the Branch Manager on a weekly/monthly basis
Ensure proper safety procedures and flow of documentation
Communicate with sales, rental and parts departments
At least a High School diploma or GED, some college experience preferred
Three(3) to Five(5) years of experience in a service department in the construction equipment or related field
Proven track record of a profitable full functioning service department
Must have three(3) to five(5) years of prior hands on management experience in a service department
Three(3) to Five(5) years of prior mechanic/maintenance experience in the heavy equipment industry highly desirable
Full understanding and experience with hydraulics and diesel engines
Ability to read mechanical schematics

Service Manager Resume Examples & Samples

Overall operation and management of Service Department employees thru integrity, teamwork, customer responsiveness, and profitable decision making
Assure diagnosis and scheduled repair work are completed accurately and in a timely manner
Follow up to customer concerns and complaints
Ensure all work orders have accurate, pricing information
Work with parts, warranty, rental and sales teams to provide excellent customer service
Oversee department safety initiative, and certify safety procedures
Five to Six years of experience in service or related field
Three to Four years of management experience highly recommended
High School diploma or GED – Some college experience preferred
Prior experience in the construction industry highly preferred
Knowledge of federal, state and local safety regulations including OSHA and applicable safety regulations

Service Manager Resume Examples & Samples

Building and running a cohesive and comprehensive Service Level Management system for Equinix Professional Services
Building and delivering Service Reporting for Equinix Professional Services
Maintaining the in-market Capability and Delivery Service Catalogue
Building and operating the tools and processes necessary to support multi-party Service Problem Resolution
Building, maintaining and operating the tools and processes necessary to support Service Request Management
Building, maintaining and operating the tools and processes necessary to support customer care, including but not limited to, Customer satisfaction, complaint handling and customer communications
Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Change Management
Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Release Management
Working together with the Program and Partner manager to build, maintain and operate the tools and processes necessary to support Financial Management
5 years’ experience in service design and transition of information management systems and professional services and/or managed services projects into service
Experience with ITIL environments and work towards the implementation of ITIL V3
Experience of managing deliveries from 3rd parties
Technical knowledge of the typical IT infrastructure
Ability to chair, facilitate and lead meetings
Experience of structured Project Management methodology
Strong acceptance/Transition into Service experience
Experience of RACI type deliverables framework (e.g. Prince II)
Good understanding of business process and systems integration
Bachelors degree or equivalent industry experience

Service Manager Resume Examples & Samples

Work with Dolby’s service providers to review field issues and define quality metrics
Work with Dolby’s service provider on a preventative maintenance program to ensure the Dolby Cinema performance guidelines are being maintained
Ensure proper reporting of issues from the field working directly with the Dolby Cinema exhibitor partners
Craft field bulletins and trouble shooting documentation in concert with equipment manufacturers
Define most standard methodologies for maintenance and support of Dolby Cinemas
Collaborate and manage the relationship with the exhibitor’s technical support team
Work closely with system integrators and Dolby teams to ensure technology components are installed and operational per Dolby Cinema specifications
Ability to troubleshoot complex problems where analysis of the situation requires an in-depth evaluation of multiple factors
Provide real-world feedback to internal partner, to help identify potential needs for updates to the installed systems and components to make service and support of the product easier
You are growth-oriented and a veteran of the cinema industry, with a strong technical support and service background. He or she should have established relationships and understanding of what is needed to keep cinemas running with 100% up time
He or she should have robust technical background, with an in depth knowledge of image technologies and digital projection systems for digital cinema. He/she should be a good team player and capable of working with diverse multi-functional teams, across different time zones around the world
Strong organizational skills with demonstrated attention to detail
Committed to quality, with a low tolerance for accepting ‘good enough&#8217
Ability to handle multiple tasks simultaneously while meeting specific deadlines
Ability to lift and carry up electronic equipment for installations
Ability to work at a computer keyboard 9 hours a day
Communicative and concise
Out-of-the-box thinker, ability to roll up sleeves and work
Respectful and able to execute in a dynamic deadline driven environment

Service Manager Resume Examples & Samples

Extending the standardised planning process
Utilising control systems and developing supporting documentation
Designing, assembling, and supervising After-Action Reports
Constructing Procedural-Flow-Synopsis
Developing Controller and Observer Handbooks
Preparing briefings for conducting each phase of Exercise Documentation
Understanding and describing Inter-service Responsibilities and Limitations
Understanding or participating in Management-level Policy / Decision-making
Working with Global Resources
Preparing and analysing After-Action-Reports and other documentation to produce lessons learned and best practice
Facilitating Training Portions of exercises
Providing Operational Interpretations of risk-effects
Working in a global virtualised team with the opportunity to build out a global service
Educated to Bachelor degree level, Master's degree desirable (or equivalent qualifications / work experience)
Experience with Prince 2, Information Technology Infrastructure Library (ITIL) or in a similar discipline is desirable
A strong experience in related Certified Information Systems Security Professional (CISSP), Certified Information Systems Auditor (CISA), or Certified Information Systems Manager (CISM) supporting financial services operations

Service Manager Resume Examples & Samples

Resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies)
Ensures contractual service support requirements are understood and managed
Presents operational and service level reports and explains service level support available to internal or external customers
Administers and manages the configuration of process related tools, reporting tools, and associated technologies
Provides point of contact for process related questions or issues and facilitates process related meetings
Acts as point of escalation to resolve customer issues or concerns
Direct interaction with customer and end-users
May participate in continuous improvement activities in support of customer or internal business processes

Service Manager Resume Examples & Samples

Independent, committed, social and humble personality
Master / Bachelor of Science or similar knowledge in IT technology or Electricity and/or District Heating Distribution
Good experience of working as a technical consultant and supporting sales as a technical expert
Experience of team and project management
High level of ambition to deliver good customer satisfaction
Fluent oral and writing skills both in Swedish and in English

Service Manager Resume Examples & Samples

Strong incident and problem management experience in a customer-facing role with at 5 years
Capable of clear, professional communication both internally and externally
Must have ITIL experience, Possess ISO27001 knowledge
Able to understand and follow team processes and work under pressure
Able to work on multiple clients and streams of work, working closely with internal departments and third party suppliers
Have experience of mapping, documenting and implementing business processes and ensuring continuous improvement
Daily use of MS Office desktop tools
Mobile with full driving license
Background in payments would be beneficial
Previous support experience in a software services environment would be beneficial
Prince 2/PMI certification would be beneficial

Service Manager Resume Examples & Samples

Maintain high caliber customer service level for all customers
Error tracking & reporting / Complaint and turnaround time tracking & reporting / Follow up on issues
Customer interactions
Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
Proactively monitor and take appropriate actions to ensure that expected utilization and penetration levels are met
Conduct service reviews for corporate clients based on deep understanding of client's business and their needs. Conduct service quality tracking and provide scorecards to the client. Identify opportunities for service improvement and product cross-sell
Strong interpersonal and effective communication skills, a team player with positive attitude and work ethic
Quick learner with strong analytical & problem-solving skills
Familiar with regulatory developments and legal environment
Knowledge of operating systems and processes, front end customer systems as well as cash management business with respect to products and services

Service Manager Resume Examples & Samples

Support technical proposals
Bachelor's degree in Engineering or relevant Degree/Diploma from an accredited college or university
Senior position may be considered, based on relevant experience
Strong interpersonal and communication skills
Able to relate operational and financial metrics with growth strategies
Demonstrated ability to anticipate, identify and resolve complex business issues working with multiple stakeholders
Flexibility with schedule and ability to travel 30% of time

Service Manager Resume Examples & Samples

7+ years experience in IT is required with a solid background in service delivery and support (operational experience)
3+ years experience managing/supporting critical business 24 x7 IT operations or similar experience
5+ years in developing metrics

Service Manager Resume Examples & Samples

Regular contact with all allocated service partners to understand any current or ongoing issues, questions or concerns and to work with the service partners and Elekta to address those concerns as appropriate
Regular formal visits to each service partner, performing a full service review looking at performance, compliance, opportunities and issues. The review to be documented and submitted to the Service Partner Director, action plans to then be agreed and driven to a conclusion
To be the point of contact and coordination should escalation or technical assistance be required
Understand the customer’s views on our service partner performance through regular customer contact and visits
Continuously assess the existing service structures and agreements for a particular market, to report those findings and any recommendations and to plan and implement any changes as agreed
To develop suitable service partner agreements tailored to meet the needs of the partner and market place
Work or coordinate with the appropriate sales teams to negotiate and renew agreements and to then ensure that any obligations on the company’s side are fully met
Team player with proven People Management Experience
Self-motivated, flexible & the ability to understand and develop revenue opportunities
Ability to understand and manage financial reports, budgets and forecasts
Clear understanding of distributor models & experience in the market
Ability to speak languages other than English are desirable but not essential
Formal technical qualification & previous service management experience

Service Manager Resume Examples & Samples

Primary client contact person for assigned portfolio of accounts. Responsibility for regular face to face client interaction and proactive resolution of any operational issues at assigned client base. Maintain ongoing and proactive client contact, including site visits, meeting attendance, timely response and follow up, phone calls, lunches and other special events
Utilizing branch and corporate resources, define, address and resolve all client issues including personnel/staffing concerns or requests, service issues or requests, execution of company programs, officer performance issues, or other service related items
Ensure all post requirements are current and complete at assigned portfolio, including current post orders, BSIS training compliance, staff training, vehicle policy compliance, uniform and appearance standards being met, and other staff and client relations policies being administered according to company standards
Assists in coaching, developing and training branch staff to meet branch needs. Includes oversight in company policy execution by branch staff, assistance in completing projects as directed by the Branch Manager or RVP, and providing support to branch staff to effectively perform their job duties
Works closely with Sales team assigned to region. May participate in sales presentations to potential clients, go on sales calls, and participate in sales events
Directly responsible, with BM or RVP oversight, for new account start ups and transitions, ensuring staffing levels are met, training and uniform issues are addressed, and physically participating in start-up activities to ensure a smooth transition
Ensure oversight and regular use of financial reports to manage key branch measurements, such as overtime and scheduling efficiency for assigned client portfolio
Attend and actively participate in management meetings within region and at corporate. Observe operations and make suggestions for improved efficiency as appropriate, including providing ideas and plans for growth and improvements within the assigned portfolio, branch or company-wide

Service Manager Resume Examples & Samples

Manage IaI (SAP PI, Sonic ESB etc.) support and SLA performance in RUN side
Communicates with PST and business stakeholders service performance
Leads Crisis situation and Major Incidents in IaI platform service area
License management & supplier management
Oversee IaI platform Compliance for security and processes
Virtual team leading skills
Experience from SAP PI / PO technology, leading SaaS services
Proactive and process mind set

Service Manager Resume Examples & Samples

Minimum four years industry experience (foodservice or hospitality)
Mechanical ability (e.g. plumbing, electrical and/or mechanical experience) and problem solving skills to troubleshoot and repair equipment and dispensing systems
Ability to lift and/or carry 75 pounds frequently, 100 pounds maximum
Previous business to business value-add sales experience
Industry related experience in food service, laundry, housekeeping, hospitality, and/or pool and spa

Service Manager Resume Examples & Samples

Single point of contact (SPOC) for escalated operations matters
Previous meeting minutes
Present monthly network availability report
Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc
Update or review any improvement plan
Diploma or Degree in Computer Science / Engineering or equivalent
Three (3) years or more of IT experience in an IT Service management capacity
Experience (working independently) and enjoy working in an IT Operations management environment
ITIL Service Delivery qualification is essential
Good communications and written skills in English and Chinese

Service Manager Resume Examples & Samples

Assuring full utilization of Jubail training center for internal and external customers
Executing SADARA long term service agreement
Planning, coordinating and managing service resources to ensure professional delivery of ordered service offering, managing service projects ( resources, finance & execution )
Guaranteeing systematic and holistic and ‘One ABB’ approach
Cooperating with other ABB teams to deliver and harmonize service activities
Maintaining and managing exceptional customer relationships to boost service growth
Driving consistent development of processes and practices based on customer feedback through NPS tool
Maintaining Health & Safety awareness among the team in accordance with ABB principles and processes
Continues development of service & sales team as per market requirements and ABB principles
Motivating team to share experience and leading practices in the service team. Proactively identifying potentials to improve the service delivery and strive to increase customer satisfaction
Excellent knowledge of Industrial various Instrumentation & Analytical products / systems and services
Result oriented and market focused. Think and act systematically
Good leadership with presentation skills, financial knowledge and risk assessment
Knowledge of Health & Safety procedures and processes
Proven ability to lead a team through effective planning and delegation of work load
In addition to above it is also required that candidate must have enough understanding of contractual obligations, terms and conditions ( Legal & Business ) in addition to Health & Safety and Environmental standards

Service Manager Resume Examples & Samples

The Service Manager is responsible for managing the IT Service Management processes in accordance to MSCI's Service Management model
Drives the implementation , execution and application of Incident Management, Problem Management processes
Assist, coordinate, monitor, and support general activities related to changes and releases affecting IT services both hardware and software, upgrades and new service launches
Promote the correct use of the process and governance. Support process governance by conducting periodic meetings to review ticket volumes, issues and risks
Provide training for functional teams to ensure that process guidelines are understood and followed
Provides oversight of core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement.)
Collaborate with various business and technology groups to ensure consistency of delivery, adherence to Best Practice, and continuous improvement in services
Ensure that the process, procedure, training and work instruction documentation is up-to-date
Developing performance metrics and reporting for services and processes
Continually monitor the processes, using Key Performance Indicators (KPIs) and reports
Provide analysis and trends relating to service level compliance and operational effectiveness
Ensure that performance reports are regularly presented to the IT Leadership Team and IT Service and Process Owners
Identify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs)
Work with IT Service and Process Owners to present improvement recommendations to IT and business senior management
Seeks ways to improve processes, tools, techniques, and disciplines within Enterprise Operations IT and creates opportunities for introducing best practices within all functional areas
Bachelor/Diploma Degree
8 to 10 years of overall experience in IT Service Operations
4 to 6 years of progressive hands on ITIL framework based ITSM practices
In depth understanding of ITIL framework in areas of Service Operations, Continual Service Improvement and Service Level Management principles & practices
Knowledge of developing Policy, Process, KPI, Metrics aligned to overall organizational goals and objectives
Innovative thinking about service quality and ways to achieve improvements
Must be a Go-Getter and should require minimal supervision
Good team Player, with excellent eye for detail
Good Stakeholder management skills
Should have a high degree of self-motivation, strong analytical and creative problem solving skills
Willing to work in 24*7 environment
ITIL Intermediate Certified desired

Service Manager Resume Examples & Samples

Manages service technician workforce that installs, repairs and replaces equipment and ensures that work is completed using STARS techniques. Participates in hiring process for service team and is responsible for the training, coaching and performance management of service team
Schedules, manages and monitors daily workload of employees to include preventative maintenance, water filter/ UV exchange schedules, and service tickets to service team. Supervises the completion of all scheduled service and drives improvement in key metrics to include repeat service calls and time to complete
Monitors and orders equipment and parts inventories. Communicates inventory levels with management and sales teams to ensure alignment on current needs and forecast future requirements
Works with the sales team to coordinate equipment demonstrations, installations and other service moves and repairs for potential and current clients
Requires a minimum of 5 years of relevant experience in service, maintenance or other related operations
Must have at least 5 years of managment experience
Ability to professionally communicate and maintain organization
Associates or Bachelor's degree preferred

Service Manager Resume Examples & Samples

Oversight and expansion of our growing wastewater contract operations group
Understand and assist with design and upgrade of small wastewater treatment systems
Ability to work with and provide wastewater related assistance to our environmental compliance team
Ability to prepare regulatory wastewater programs and documents for clients
Ability to manage a group of skilled individuals
A strong background in providing a vast variety of wastewater services
Participation in business development activities of the wastewater group
Ability to make decisions and react quickly and effectively to changing conditions and come up with practical ideas for dealing with them in a careful and well thought out manner
Frequent interaction with regulatory agencies regarding wastewater permitting and compliance related matters
WOW! Internal and external customers
Strategic thinker who possesses strong communications and people skills
Results-driven self-starter who is well equipped to work in a fast-paced dynamic environment. This position is best suited for a confident person possessing a strong desire to WOW! our clients with superior, above-and-beyond services and to build a solid, enthusiastic wastewater team within our firm
Must possess a Grade 4 Massachusetts wastewater operator's license
At least 10 years’ experience with industrial wastewater treatment systems and service
Additional related certifications are a plus

Service Manager Resume Examples & Samples

Business responsibility for the operative service in the respective country or region covering the service processes for repair and logistics in alignment with the regional and / or central service management functions
Personnel responsibility (disciplinarily) for the local service management team
Ensure the operative serviceability for the products sold to the respective markets by the client for the complete service value chain in co-operation with external service partners including
5+ years of experience in customer service, ideally for consumer electronics devices (Repair Center working experience)
3+ years of experience in a managing position, ideally with personnel responsibility
Advanced technical knowledge regarding consumer electronics with focus on mobile phones
Great stamina and a great sense of responsibility
Initiative & flexibility (travel)
Loyal
Structured and target-oriented way of working
Very good presentation skills
Fluent English & Vietnam or Fluent English & Bahasa

Service Manager Resume Examples & Samples

Bachelor/Master of Science degree
Interest in building a career in Service Management for Application Services
Experience working with Application Outsourcing or Application Support and Maintenance
Project lead or team lead experience
Experience in managing and negotiating contracts
Ability to work and deliver creatively and analytically in a problem-solving environment
Fluent in Swedish and English

Service Manager Resume Examples & Samples

Works closely with offer development teams in the creation of new, commercially viable service offers for the business
Provides external business development support for strategic accounts and local services sales teams – large multi-branch/partner service opportunities, new offers, XBU services,
In coordination with our service bureau team, drives our critical connected service initiatives within the regions – educates branches and partners, supports sales efforts around connected service opportunities, and monitors performance
Develops and implements strategies with the local business around growing our recurring service business (maintenance contracts) including monthly oversight on contract performance
Manages the regional implementation of our service talent management program – ServiceStar
Monitors progress and performance of our Smarstruxure transition efforts
Works in collaboration with our mutualized call center team (BSRC) to drive adoption of consistent back office processes, communicate challenges/concerns from business, and helps BSRC achieve external and internal customer satisfaction goals are met
Establishes and conducts monthly service business review cadence with appropriate local audience – pipeline reviews on targeted service offers, project/contract reviews, etc
Leads service business planning efforts within the region – forecasting/targeting, identifying key growth initiatives, alignment between local service budgets with national growth targets, track sales performance against objectives, and informs senior management of results
Ensures consistent service sales and operational procedures and standards are met – bFO, BSRC, account planning, forecasting, etc
Lead engagement and alignment with other BU service organizations serving as a subject matter expert on how to effectively work with cross BU service

Service Manager Resume Examples & Samples

Health, availability, adherence to SLA’s, time problem resolution, performance and introduction of any change to the service
Communication during P1 Incidents
Communication of remediation efforts and up-coming system outages
Accountable for reporting to their Service Owner key performance and service management metrics, including any remediation plans
Accountable for maintaining/keeping up-to-date all systems documentation to ensure the successful operation and maintenance of the systems
Working with the business and IT leaders to establish SLA’s and OLA’s for each application assigned and for organizing his/her employees, financial resources, and third party providers to meet or exceed the Service Level Agreements
Working with business and IT teams on SLA’s/OLA’s for restoration required to meet business disaster recovery and business continuity needs
Responsible for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
Ability to elicit, analyze, communicate and validate high-level business requirements for development of changes to existing business processes, polices and/or information systems
Ability to plan and organize Support and Project work
Actively promotes ideas, proposals, and influences strategy
Basic knowledge of the application services he/she needs to support
Excellent critical thinking and creative problem solving skills
Customer Service orientation with a strong bias toward action
Excellent analytical skills especially in the insurance industry
Effective and calm under pressure
Competent in facilitating meetings such that business requirements are clearly defined and signed-off by the participants/business stakeholders
Ability to create an environment that encourages professional development
Ability to influence, network and collaborate with stakeholders
Ability to travel 10%

Service Manager Resume Examples & Samples

Leads the execution efforts of assigned Service business. Ensures consistency of delivery systems through supervision and audits of Technicians, Customer Service Agent, Customer Service Agent Assistant in the delivery of quality service to customers
Approves all L&M quotations from above assigned threshold
Responsible for service response to warranty-related customer issues
Manages the assigned customer relationships and drives issue resolution
Manages team budget and overhead accounts as assigned
Coordinates with counterparts in Systems, Solutions Sales, and Projects to drive overall customer account profitability
Maintains proper staffing levels for the team, through labor forecasting, planning, and management
Approves time sheets for direct reports, and performs all other necessary management tasks related bookings, Accounts Payables and Account Receivable
Responsible for safety performance and program compliance
Accountable for procuring and maintaining fleet and tools inventory
Recruits, hires, and retains Technicians, Customer Service Agents, and Customer Service Agent Assistants. Works with direct reports and Team Technical Leads to create effective development plans and tracks training performance. Prepares and delivers clear performance expectations and performance reviews for direct reports
Continually networks within the industry

Service Manager Resume Examples & Samples

Continuously improves customer satisfaction by ensuring expeditious start-up of maintenance through efficient and timely service response, by providing maintenance according to contract requirements and by resolving customer complaints in a timely manner
Continuously improve Responsiveness metrics through use of Green belt teams that address root cause issues
Ensure SMS database is maintained to accurately reflect customer commitments
Use SMS to plan technician work, determine manpower requirements and effectively use for activity management of technicians
Implement service and commissioning processes, systems and tools
Implement information and communication systems for service location
Develops and implements the service manpower plan in support of the district business plan. Controls costs and maximizes productivity through the implementation of effective methods and standard processes
Participates in estimate review process prior to jobs or contracts being quoted to assure labor estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented
Ensure fire and security industry codes and standards are upheld
Ensure continuous improvement -- identify, collect and report key process and results metrics and measurement. Effectively leads the implementation of productivity enhancing process changes related to service contracts
Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for District Service Personnel
Ensure safe and healthy work environment through effective communication, training, equipment/vehicle maintenance and facilities improvement. Manage safety program for assigned field operation
Provide leadership in managing the location’s Labor Relations. Local business leader responsible for Union relations
Builds effective teams committed to organizational goals, foster collaboration among team members and between teams
Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels
Selects, trains and develops employees. Supportive of diverse workplace and EEO/AAP requirements
HS diploma/GED
5 years leading a service team
5 years technical knowledge of HVAC, fire alarms, security and building management systems
2 years’ experience with MS Word, Excel, Outlook
Valid Driver’s License
BS degree
Demonstrates the ability to lead and manage small jobs, as necessary
Financial and Budget Management experience

Service Manager Resume Examples & Samples

Service Managers will be expected to have file responsibility on a limited basis
Assist with coverage during vacations end of month and volume periods
Order track and follow up on all necessary documentation outstanding items for the Branch to make sure all files are moving along
Facilitate internal communications to ensure that all SBT policy and procedures are properly communicated and utilized throughout the process
Provide accurate and timely communication of all updates details etc. to Team Players

Service Manager Resume Examples & Samples

May be involved in high-level contact with medium to major sized businesses
To have good knowledge of the customers’ business, systems and IT and understand the competition environment
To build and maintain collaborative relationships with key customers and suppliers
May functionally manage a virtual team of experts / specialists
May involve team leadership / people management responsibilities
Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally especially conferencing products
Must be able to manage many customers during any given day and multi-task as well
Good relationship, problem solving and communication skills

Service Manager Resume Examples & Samples

HS diploma, GED or relevant work experience
Specialized skill training/certification may be required
5-7 years of experience in customer facing technical support role
Comfortable working with all levels of customer management
Proficient problem solving and analytical skills
Knowledge of MPLS, TCP/IP and LAN/WAN topologies and configurations
Knowledge of telecommunications services
Prior experience with trouble management software required
A+, Net+, CCNA, Microsoft certification preferred

Service Manager Resume Examples & Samples

Obtain a DOT medical certification
A high school diploma or GED required; A four year college degree or equivalent work experience, preferred
Prior experience in industrial sales or customer service, preferred
Availability to start within two weeks after offer made/accepted, preferred

Service Manager Resume Examples & Samples

Must have excellent interpersonal and management skills
Must be familiar and comfortable operating in a matrix management environment
Must demonstrate strong working relationships with an internal sales organization
Must be able to use a computer and cellular phone
Will frequently sit, stand, walk, stoop, and bend
Must be able to use and model required personal safety equipment (i.e. eye protection, hearing protection, bump caps/hard hats, safety shoes, protective clothing, etc.)
Position will typically perform many job duties exposed to extreme heat, extreme cold, and various inclement weather conditions
Must be able to read and comprehend written policies and regulations
Must be able to safely and effectively operate required equipment
Must be able to read and comprehend FAA regulations, company policies and procedures, aircraft manufacturers’ repair station manuals and updates
Will read, analyze, and discuss regulations, and speak often, occasionally for extended periods of time
Must have a High School diploma, some college a plus
Minimum 8+ years recent general aviation maintenance and service experience
Airframe and Powerplant (A&P) license required, I/A a plus
Must have Part 145 Repair Station experience as an inspector
Experience in establishing labor rates, parts margins, and project control
Sales and Marketing experience for Aircraft Maintenance and Avionics while working with an MRO sales team a plus
Experience operating in conjunction with an FBO and multi-location corporate environment
P&L, A/R and A/P experience, FBO system experience a plus
Technical training in aircraft and aviation maintenance
Extensive working knowledge of applicable safety, OSHA, Hazardous Materials, and FAA regulations
Working knowledge of aircraft technical manuals and data using ATP, Avantext and other online applications

Service Manager Resume Examples & Samples

Taking responsibility for the delivery of IT services to the Sopra Steria client within a multi-layered supply chain
Developing strong working relationships with key stakeholders; including internal and external business functions, ensuring that IT Services are professionally delivered and meet or exceed agreed business expectations
Managing service reviews both as a recipient and deliverer of services
Managing and escalating incidents and working with third party teams to ensure the appropriate communications are delivered to the clients and end users of the services
Reporting on the service to a broad range of stakeholders
Recognising potential new business opportunities, and involving colleagues as required
Contributing as part of the management team to drive the overall account forward
An ITIL certified Service Delivery Manager with an appreciation of industry best practice
Experience in monitoring key service delivery indicators and ensuring SLAs are adhered to
Extensive stakeholder engagement and leadership experience
Expertise delivering technical services such as application management, infrastructure and IT service provision
Ability to manage many streams of activity and to re-prioritise workload at short notice
Perseverance to deliver solutions
Public sector experience and/or industry knowledge

100

Service Manager Resume Examples & Samples

Establish channel, monitor and verify customer feedback. Define and measure customer satisfaction. Identify and drive opportunities to align with the strategic service management functions: e.g. customer insight, customer satisfaction, customer pain index, ITIL service management
Manage and maintain an effective Service Scorecard, providing intelligence, and analytics to maximize performance and deliver results. Including KPIs, Service performance, Customer experience, Delivery velocity/quality, Efficiency, Transformations and Staff development
Ensure the operating unit has the processes, tools, training, communication to effectively relate business performance, to their personal /functional performance and the Service Scorecard
Contribute to the establishment of an organisational end-state and operating model
Define and drive process improvement for incident and change including the adoption of the GSF, SARR and ServiceNow toolset
Manage key relationships with global functions, other operating units, corporate functions, and customers
Strong English communication skills with ability to work as part of a global team
IT Operations Management experience
ITIL, IT Process Improvement experience
Global Business and Industry Knowledge
Product, Sales, or Service Operations Management
IT Service or Operations Management

101

Service Manager Resume Examples & Samples

9+ years’ experience in computer technology or related fields out of which 5 + years as DBA / ETL
Must have Teradata experience working as a database administrator, technical consultant or project manager
Degree in Business Technology, Computer Science, or Management
Teradata Certified Professional desirable
High level knowledge of Teradata tasks, tools and utilities in the following areas: Database Administration
System Administration
Capacity Planning & Performance Management
Backup, Archive, and Restore Administration
ETL
Business Intelligence/Analytics
Excellent problem solving skills with demonstrated experience managing and resolving work requests, tracking incidents and issues, and escalating technical problems for resolution when required by other organizations
Excellent customer facing skills, including negotiation of change requests, and scope expansions
Experience administering and managing Statements of Work and SLA’s
Ability to encapsulate knowledge for sharing across multiple projects
Ability to mentor and technically guide the project leads and team members in the crisis situation on the project deliverables and meeting the SLAs as per the Statements of Work
This position will require reviews and management of deliverables with the customer and will also be required to work closely with the Teradata’s Managed Services Pre-sales and Accounts team
Facilitate the relationships between the customer, sales team, Global Delivery Center (GDC) and Teradata Americas Call Center (TACC), and Teradata Engineering (software and hardware). You will utilize these relationships to provide account leadership, maximize operations efficiency, customer satisfaction and site team associate satisfaction in the most cost effective manner
Ensure the smooth ongoing execution of the production engagement phase through the maintenance of regular status meetings and reports, and by soliciting continuous feedback from the customer
Single point of contact for all the customer issues and escalations on the project services and deliverables provided by Teradata
Reviewing the SOW contracts, suggesting the changes as appropriate and giving the feedback to Teradata’s PS and Managed Services Pre-sales and Accounts team
PSA Time and Invoices management and approvals
Monitor the performance of the on-site and offsite resources from the GDC, through proactive project management, issue escalation and reporting
Review the work deliverables, status reports on all areas and identify opportunities to improve project deliverables and to implement best practice as a result of changing needs and requirements
Ensure that the Teradata Environment supports the customer’s goals and objectives, in compliance with a defined Statement of Work and associated Service Level Agreement. Ensure processes are in place for SLA measurement and reporting
Provide periodic reporting and presentations to client management on the state of the Managed Services project
Participates in Service Management meetings and all critical customer interactions

102

Service Manager Resume Examples & Samples

Plans, organizes and manages Power Systems engineering activities for all contracts being performed by the Power System Center of Competence
Assures that power systems engineering services provided by the Center of Competence are commensurate with professional standards, client requirements, and company objectives
Interfaces with project managers to determine specific project staffing needs and assures assignments are made consistent with technical requirements and individual development needs of staff
Reviews and approves engineering deliverables or delegates this function to appropriate engineering personnel
Participates in proposal presentations and business development activities to drive power system services growth
Reviews and approves engineering man-hour estimates and related specifications for proposals as directed by National Operations Manager
Supports sales, technology, proposal and estimating groups in assigned areas of responsibility
Collaborates with National Operations Manager and the Business Line to develop long-range plans and objectives for the Power System Center of Competency
Prepares staffing estimates, man-hour projections and backlog reports as directed by National Operations Manager
Responsible for monitoring and controlling of Power System Center of Competence costs against agreed upon budget
Oversees professional development of department staff, evaluates performance and salary recommendations
Keeps abreast of major developments in power systems engineering within the industry
Bachelor's or advanced degree in Electrical Engineering
Professional Engineer License in Electrical Engineering discipline within the continental US
Power System Study, Design and installation experience in Low and Medium Voltage power distribution
Expertise on SKM PowerTools, Easy Power, and ETAP power system analysis software
General knowledge of management policies and principles
Detailed knowledge of specific equipment, processes, systems and facilities related to discipline managed
Ability to supervise others and work with all groups within and outside the organization
Ability to make final engineering decisions in discipline managed
Ability review, approve, stamp and seal engineering reports, drawings, and submittals

103

Service Manager Resume Examples & Samples

Manage end-to-end Desktop service/s in the End User Computing domain that meets the needs of Honeywell businesses
Own all aspects of the Desktop hardware standards, platforms and supporting tools, including design, architecture, availability, reliability, performance, monitoring and security of the platform
Play an integral part in the development of strategies for optimal use of end users computing devices (PC, Tablets, Engineering workstations, Thin Client, Zero Client etc.)
Must be able to work with very little supervision in a highly charged and fast-paced environment
Establish global End User Device standards. This includes
Bachelor's Degree in Engineering or Computer Science or Information technology or related field preferred
Strong experience with Desktop technologies environments

104

Service Manager Resume Examples & Samples

Plan, schedule, supervise, and control service jobs
Read and interpret P & L's, General Ledger, Job Profitability and Open Job Detail reports
Maintain outright sales and advanced service charge recovery margins
Evaluate system performance for cost savings and product improvement
Research and maintain technical knowledge to inform associates and customers of current standards and new developments
Minimum 3-5 years experience, conducting repairs, inspections and construction of Tyco Integrated Security or comparable services

105

Service Manager Resume Examples & Samples

Minimum 5-10 years supervisory and/or managerial experience
Similar working experience in a heavy duty diesel engine, Automotive, Marine, Offshore, Industrial or related industry
Strong background in service industry and proven track record of managing a world class service oriented operation
Proven track record of utilizing operational performance matrix to measure customer’s satisfaction
Excellent customer service & people management skills
Six Sigma trained or exposure to lean/improvements initiatives
Speed oriented and customer driven
Proven ability to establish and build relationships across an organization
Ability to drive a diversity culture across a service organization
Degree in Mechanical Engineering or equivalent

106

Service Manager Resume Examples & Samples

Managing the support and SLA performance
Service descriptions, service development and service documentation
Planning, preparing and organizing service capabilities for new development activities (projects, releases, new applications)
Measuring and leading support teams to perform as defined in KONE standards
Continuous service improvement activities
Planning and managing service costs
At least five years’ experience from core Service Management process execution: incident management, change management, problem management, service level management
Bachelor or Master’s degree in relevant field (Engineering, Information Sciences etc.)
Excellent stakeholder communication skills
ITIL foundation Certification is an asset
Several years’ experience with Salesforce is a plus
Excellent collaboration and persuasion skills
Highly motivated team player
Basic project management skills
Fluent English communication skills (both written and oral)
Service focused approach and attitude

107

Service Manager Resume Examples & Samples

Trade school and/or military training or industry designation (CAMT or CAMT II)
HVAC experience
EPA Certification (Type I & II or Universal)

108

Service Manager Resume Examples & Samples

Achieve all P&L goals (profit, growth, CSI and employees satisfaction)
Manage the department safety process
Build and maintain a sold working relationship with a select number of key accountants
Manage the fleet maintenance process
Identify and analyze business/service opportunities as they relate to profit, growth, quits, account penetration and direct purchase
Identify and analyze business/service opportunities as they relate to your market (repair service, pricing, strategy, recovery time, competitive strengths/weakness, new products)
Shift service team from a reactive customer retention stance to a proactive business direction
Assist National/Major account sales representatives in selling and installation of new accounts
Develop short-term business plans that support long-term goals
Assist GM in developing a strategic business plan
Thorough knowledge of the uniform business and Service Standards
Implement a strong personnel process guided by quality recruiting, hiring, training, and coaching; implement and provide feedback on corporate/regional programs
Ability to: identify customer needs (both internal and external); analyze data, identify trends and develop action plans
Be a proponent of best practices. Develop a network of serivce managers that create and share effective processes that drive the performance of the service department
Model a World Class service organization by identifying and solving customer concerns immediately. Make the service memorable
Reinforce culture, mission, values, and ethical standards and provide leadership to Account Managers (sales) and Route Managers (service)

109

Service Manager Resume Examples & Samples

Report to management any circumstances that compromise the integrity of the dealership
Collect accounts receivable for service work
Ensure that all required technical publications, periodicals, bulletins, ect… are obtained, kept up-to-date and properly maintained
Ensure that all the necessary shop equipment is in proper working condition
Establish and maintain a good working relationship with vocational and technical schools to enhance recruitment activates

110

Service Manager Resume Examples & Samples

Hire, train, develop and motivate the service department staff and monitor their performance
Ensure that common courtesy is shown to all customers by every service department employee to promote customer satisfaction
Develop and monitor budgets for the service department and keep dealership management informed of variances
Ensure that the service department meets all customer satisfaction (CSI) and financial goals
Handle customer complaints tactfully, promptly, and with concern for the customer
Establish promotional service prices
Ensure proper repair techniques are being used
Ensure that all necessary shop equipment is in proper and safe working condition
Other duties may be assigned by management

111

Service Manager Resume Examples & Samples

Operations Management Responsible for the execution of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval
Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning
Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirements
Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service
Financial Management Responsible for implementing cost control measures related to maintenance operations budget and location P&L statement to meet short and long term financial goals
Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors
Responsible for the successful execution of the customer bill back process to include identification, review and approval of bill back opportunities
Asset Management Directs his/her subordinates in maintaining the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop
Responsible for the execution of Asset Management initiatives at the shop level
Collaborate with Rental in scheduling PM's, utilization of assets to be ready at all times, subs, VMI, and wash log. Quality Management Responsible for successful execution of Quality Inspections of PM & repairs, including In Process Reviews of non-PM work
Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list
Ensure Cleanliness and quality of repair for all maintained vehicles
Comply with Safety, State, and EPA regulations and requirements
Manages an inventory in a range of up to approximately $75K

112

Service Manager Resume Examples & Samples

Hands-on experience in installing, operating and maintaining an MPLS Networks (Core & Distribution Layers)
Full administration of Layer2 and Layer3 devices experience
Previous experience with monitoring and troubleshooting tools. IPSLA, Packet Generators and Capture
Hands-on VoIP, optimization, and firewall tools
CCNA, CCNP or other IP Certifications knowledge of Fortinet/Riverbed technologies is preferred
Degree in electrical/electronic/communications engineering (preferred) or equivalent experience
Minimum 5 years of technical account and or project management experience
Must be customer oriented with a proven track-record of understanding and managing Service Level Agreements and Incident and Problem Management
Minimum 5 years of experience in telecommunications & satellite solutions on-shore and offshore
Willing to work extended hours (overtime) as needed and to be on call after normal work hours required
Complete range of communication abilities including conflict resolution and documentation
Highly motivated with the ability to operate without direct supervision
Ability to multitask effectively in a fast paced environment and manage complicated network solutions
Maintain a positive "customer first" attitude\environment
Knowledge of Global Enterprise Networks\environments, SATELLITE WAN and LAN

113

Service Manager Resume Examples & Samples

Management and Vocational training is very beneficial
5 or more years of mechanical and supervisory experience within the construction or heavy equipment industry preferred
Familiarity with scheduling and expediting the turnaround of a rental fleet will be beneficial
Experience with Grove Cranes, Komatsu earthmoving equipment and Genie, JLG and GEHL brands

114

Service Manager Resume Examples & Samples

Responsible for meeting contract requirements on all maintenance accounts and ensuring customer satisfaction. Directly manage maintenance plans, route assignment and skill set matching for all equipment loaded into the system. Ensure service orders are completed. Schedule and perform equipment 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
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 counseling, 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
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. 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
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
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 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

115

Service Manager Resume Examples & Samples

Generate profitable sales through building positive and productive long-term, senior executive level, client relationships using Shell’s differentiated Customer Value Propositions (CVPs)
Manage and optimise all service delivery to maximise customer value, whilst meeting planned financial targets and delivery schedule
Lead business development activities and acquisition of new business with prospect in the same territory / country as existing client
Operate as a core member of the Integrated Account Teams representing SGSi' consulting division to help grow the business with the client and to leverage relationships with target customers for the benefit of the broader Shell Group
Manage the sales process from Discovery and Diagnosis of problems, Design of potential solutions and Delivery of agreed solutions, incorporating technical exchange stage to commercial proposals or sales bidding to secure sales, incl. negotiation of T&Cs
Manage sales pipeline for own territory

116

Service Manager Resume Examples & Samples

Continually drive to improve quality and delivery of services by monitoring key performance indicators (KPI’s) and initiate corrective plans as needed
Manage total service operations and full P+L
Serve as champion for Stanley Standard sustainment activities relative to servce department functions and activities
Provide coaching, support and feedback utilizing the OPR process to promote the development and effectiveness of direct reports
Manage service activities of a full range of electronic security systems
Determine growth opportunities and increased revenue by identifying solutions for existing and new clients and existing and available products
Monitor job costs, branch operating expenses and prepare/disseminate job progress reports
Ensure that policies and procedures relating to safety are followed to promote a safe work environment
Maintain company property and documentation in accordance with established policies, handles proprietary information in the prescribed manner, and adheres to and supports policies and procedures including all safety requirements
Promptly addresses customer issues and complaints, and develops solutions to resolve issues timely, and effectively. Communicates with appropriate team members regarding customer issues, and status of resolving such issues
Bachelor’s degree in business or related or equivalent work experience
Minimum of five years progressively responsible experience leading a regional or national service organization with experience in financial management, P&L management and cost containment in managing projects
Minimum five years experience in the engineering, installation and service of electronic security systems
Proven customer service, problem solving and negotiation skills
Excellent verbal and written communication skills with the ability to interact effectively at all levels and across diverse cultures
Experience using Microsoft Office

117

Service Manager Resume Examples & Samples

Previous experience managing a large team of Engineering Technicians ideally gained within a Service environment
Experience managing and developing Customer relationships
Product technical knowledge would be adventageous
Understanding of Siemens Wind Power organisation, particularly technical functions Comprehensive understanding and consistent demonstration of competency levels 1 – 3 Advanced Technical Activity
Detailed knowledge and experience of Civil and Electrical Balance of Plant structures on offshore wind farms
Education to degree level or equivalent, ideally with an engineering background that supports technical BoP competence

118

Service Manager Resume Examples & Samples

Execute Incident Management Process
Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL
Experience designing and implementing new processes and improving existing ones
Project / Program Management experience preferred
Experience managing projects with remote/geographically dispersed team members
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)

119

Service Manager Resume Examples & Samples

Respect and enforce all company policies, safety regulations, rules and values of the company
Act as an ambassador of Prevost in all respects
Safeguard organizational and personal information confidentiality
Contribute to the attainment of company objectives through the efficient use of resources
Foster teamwork and positive communications between employees and all business sectors
Implement improvements in coordination with management objectives based on Prevost business direction
Promote standardization and uniformity in management processes and practices
Coordinating training of service technicians and assist with personal development plans
Develop personal and professional skills
Ensure customer satisfaction on repair and support Prevost Red Carpet Policy Standards
Monitor operational expenses of service department
Review annual budgets and assess equipment needs
Fast paced environment combined with high customer expectations
Mechanical knowledge
Financial responsibility of department expenses
Communicating with customers and vendors for repairs, authorizations and purchase orders
Record keeping, research and documentation skills
Resolve customer discrepancies
Understand and enforce warranty policy
Intermediate to Advanced Microsoft Office skills
Supervise service department and team leaders for workload and meeting customer demands
Conduct/ participate in routine communication meetings with department
Manages workload to accomplish repairs to efficiently meet the company’s standards and to meet / exceed customer expectations
Assist other branches and area Service Representatives to manage customer problems
Assertive with technician roles and responsibilities
Willing to make decisions and follow through
Participate in WO process to expedite customer invoicing
Attend and communicate training information
Minimum High School Education
Diploma in automotive mechanics or equivalent experience
5 Years industry experience required
Prior Service Manager experience preferred
CDL Preferred
Bilingualism, an asset

120

Service Manager Resume Examples & Samples

Consistently perform above region CSI average
Forecast Monthly objectives for the department and strive to meet goals
Hiring, Training and coaching the service staff
Managing work flow thru 10 week averages to maximize daily production
Maintain a comeback log and use results to reduce repeat repairs
Administer Payroll for service staff
Conduct performance evaluations
Participate in operational planning
Work with service director to continually make positive changes in the department and to work towards constant improvement
Previous service manager experience is a must
CDK experience helpful
FSA – Flexible Spending Account
Short Term Disability and Long Term Disability

121

Service Manager Resume Examples & Samples

Lead and motivate branch service department to provide quality service to all customers in a timely manner
Facilitate continuing, up-to-date training of branch service and sales personnel
Ensure compliance on all pest and termite control applications are within company standards
Respond to customer concerns
Retain current client accounts
Maintain awareness of customers remaining to be serviced for the month
Control sufficient pest control technicians routes are completed
Maintain inventory
One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
Ability to apply concepts of basic algebra and geometry
Knowledge of dry chemicals and pesticides

122

Service Manager Resume Examples & Samples

High School or G.E.D. required
Experience in resolving and monitoring customer concerns and managing equipment and supplies
Intermediate computer skills a must

123

Service Manager Resume Examples & Samples

Ensures daily assigned revenue is completed while maintaining a high level of service quality
Schedules and reviews daily routes with technicians
Recruit, hire, and train technicians
Orders and maintains equipment, supplies and materials required for service work

124

Service Manager Resume Examples & Samples

Bachelor's Degree or equivalent experience required
Five or more years’ experience in pest control service with a minimum of two years in a leadership role
Experience in pest control sales
Thorough knowledge of pest behavior, biology, controls, regulations and safety procedures
Knowledge of human resource management and employee development methods
Intermediate knowledge of computers, business software and operational accounting
Excellent mathematical and writing skills
Current state pest control license and certification
Thorough knowledge and experience in the logistics of structuring work schedules and routes
Valid driver's license and clean driving record required
Willingness to travel by air to conduct business in different locations (limited)
Ability to follow Company policies and procedures

125

Service Manager Resume Examples & Samples

Monitor service levels of preferred servicers
Document performance of preferred servicers
Validate and reconcile all charges from third party service companies
Locate new service companies as we enter new markets or as needed in existing markets
Audit service inventory against system numbers for accuracy
Continue to look for ways improve efficiencies and reduce cost
Excellent Customer service skills
Ability to plan effectively
Microsoft Excel and other office products
Self-motivated with the ability to organize and prioritize workloads
Reliable and dependable

126

Service Manager Resume Examples & Samples

We'll look to you to provide guidance through the use of our ServiceNow product, a cloud based service manager toolkit
Part of a newly formed team, you'll have the opportunity to really shape your role and gain valuable exposure across your business area
You'll manage and continually improve the ServiceNow toolkit and the use of it across the bank, ultimately improving customer service

127

Service Manager Resume Examples & Samples

Health, safety and integrity – Is responsible for health and safety of the local Business Unit/Product Group Services team. Engenders a Service safety and integrity culture throughout the Service organization
Service Strategy – Drives implementation of the Business Unit product/system Service strategy as a member of the local Business Unit management team. Ensures corresponding plans are implemented consistently in the Service organization through collaboration with other Business Units
Performance Targets – Responsible for delivering agreed targets as part of the global Business Unit P&L. Reports to global Business Unit on entire Service portfolio including all Service categories
Service Delivery – Implements agreed delivery and performance standards to ensure consistency in quality and customer satisfaction set with the global Business Unit
Sales – Executes the global Business Unit service and delivery sales channel strategy with the local business unit remit. Aligns local Business Unit Service organization with Business Unit defined accounts. Implements Service product/system concepts and materials for marketing purposes, and invests in Service Sales to increase market penetration, as directed by the respective global Business Unit
Continuous Improvement – Invests in improving the quality of existing Service products and in developing new Service products to expand the portfolio in line with global direction. Utilizes common frameworks and participates in Service development projects and initiatives led by the global Business Unit
People leadership and development – Ensure (with the support of HR), that the area of responsibility is properly organized, staffed and skilled and directed. Guides, motivates and develops direct and indirect subordinates within Human Resources policies. Improves service availability, provides training and develops capabilities and competencies

128

Service Manager Resume Examples & Samples

No less than five (5) years of experience as a service manager
Toyota or High Volume Import Manufacture is preferred
Ability to exhibit extensive knowledge of managing a service department
Proven record of profitability as well as customer and employee satisfaction
Must pass all pre-employment safeguards including drug test, criminal history and MVR

129

Service Manager Resume Examples & Samples

Ensure customer satisfaction at all times
Participate fully in the company planning process by preparing and updating short term and long range plans for the region for approval by Regional Service Manager
Motivate and organise the staff to operate efficiently and economically in order to achieve the Departmental financial targets and to motivate the engineers by providing job satisfaction as may be reasonably required by them
To provide his staff with leadership of the highest quality, so that they WANT to do things he requires them to do. It is therefore important that he sets himself the highest standards in respect of
Exercise control of his business “overheads” and costs within limits set by the Regional Service Manager
To control his staff and ensure that all objectives / plans are achieved. To ensure that the controls are regularly and frequently monitored by himself and / or his supervisory staff, that deviations from plan are noticed quickly and that definite action decisions are taken to ensure that performance returns to plan in the shortest possible time achieving the ultimate goals
Maximise the maintenance base of the region, ensuring that all new plant commissioned is canvassed for a maintenance contract and that every attempt is made to secure contracts covering competitors equipment
Encourage update of equipment, replacement of failed plant and promote sales of spares to the end user in order to contribute towards increasing Company profitability
To remain conversant with all product developments (high priority)

130

Service Manager Resume Examples & Samples

Manage total service operations and full Profit and Loss center for this department
Provide coaching, support and feedback utilizing the performance management process to promote the development and effectiveness of direct reports
Drives ongoing employee recognition for performance utilizing our STANLEY Security Reward & Recognition programs
Minimum of 8 years progressively responsible experience leading a regional or national service organization with experience in financial management, P&L management and cost containment in managing projects
Minimum 8 years’ experience in the engineering, installation and service of electronic security systems

131

Service Manager Resume Examples & Samples

10 years’ leadership experience in customer-oriented organization, Services business management
Excellent market knowledge. Broad knowledge on competitive market dynamics, business models, business strategies and processes. Customer centric mindset
Strong skills in management of people and business relationships. Business planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams
Travel estimated at 40% or more, international
Determination, strong will to win and agility to navigate multiple constraints
Create a rapid learning organization that benefits from mistakes

132

Service Manager Resume Examples & Samples

Good attention to detail with solid follow-up skills
Professional appearance and behavior
Solid organizational skills with the ability to prioritize effectively
Proficiency with Microsoft Office, including Outlook, Word, Excel and PowerPoint
Ability to work effectively under pressure and manage multiple assignments simultaneously
Demonstrated sense of urgency with the ability to meet appropriate deadlines
Accurate and results oriented
Commitment to providing exceptional customer service to both internal and external customers
Effective time management skills
High mechanical aptitude with the ability to quickly grasp technical information
Effective team building skills while demonstrating the ability to return solid performance as an individual contributor
Effective mechanical troubleshooting skills
Minimum of five years’ service or business management experience required
Previous experience with demonstrated mechanical aptitude required
Four- year college degree preferred
Filtration or industrial experience preferred

133

Service Manager Resume Examples & Samples

Typically requires a University degree in a related field
Typically requires 12+ or more years of relevant professional experience within a related industry
Typically requires 5+ years’ experience leading service organizations within a medium to large scale company, providing support to equipment customers
Experience with international customers
Strong business management skills
Ability to drive to worksites and maintain a valid drivers license
Ability to travel 30% domestically

134

Service Manager Resume Examples & Samples

Plans and directs the work of the Service Coordinators and Service Technicians, placing particular emphasis on the successful completion service jobs
Continually improves and develops standards for the Service Department
Administers safety, technical, and process training as required for department
Organizes shop to accomplish operational goals and advises VP Operations on staff requirements
Monitors Service Department to ensure efficient use of manpower and compliance with customers' requirements
Works with the Safety Coordinator to ensure that the service department operates according to Company Safety policies, both in the shop and in the field
Works closely with the VP Operations to develop and accomplish long-range operating and service sales growth goals
Assigns Field/shop jobs as required
Extensive (10 years minimum) experience in pump and/or other rotating equipment
Employee management experience
Ability to motivate team and accomplish goals

135

Service Manager Resume Examples & Samples

Typical independent assignments include: manage service employees and contractors who troubleshoot, repair, or replace HVAC equipment and controls; install, repair, and replace all plumbing fixtures, piping, and systems; troubleshoot, replace, and install new electrical fixtures, switches, breakers, and receptacles; Prepare and finish all interior and exterior surfaces; move, install, repair, replace all household appliances; Install, repair, and replace drywall, counters, and cabinetry; all landscaping tasks; Operate and repair all pool equipment
With limited direction, schedules, performs and or assigns Preventive Maintenance and repair tasks, and also resident Service Requests
Applies proficient skills in most maintenance trades to complete tasks in a professional manner
Responsibilities include vendor relations, customer service, and budget management
Service Manager/ Maintenance Management experience
Intermediate level understanding and experience in most maintenance trades: HVAC, Plumbing, Electrical, Painting, Appliance Repair, Carpentry, Landscaping, or Pool Operation
Preferred to have HVAC and other related state required certifications (Certified Pool Operator)
Possess computer savvy skills
5 plus years related experience required

136

Service Manager Resume Examples & Samples

Liaise with all departments involved to restore normal service operation as quickly as possible
Implement solutions to minimize the adverse effect on business operations
Overseas the desktop support team to ensure that the best possible levels of service quality and availability are maintained
Monitor incident reports to ensure all incidents are resolve within Service Level Agreement (SLA)
Escalate incidents that are not resolved successfully to all departments involved and communicate with such departments’ management
Monitor service level agreements between AC&BB and ABSA Group IT by monitoring incidents on Remedy, Service Desk and attending monthly Service Level Agreements meetings
Do spot checks to insure that software levels installed on workstation are up to date with Absa standard
Monitor virus protection software to make sure all workstations are updated to Absa’s latest approved release
Resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure
Monitor Remedy and Service Desk to take proactive actions to prevent recurrence of incidents
Monitor incidents on Remedy and Service Desk and Identify Incidents that exhibit common symptoms
Find and resolve the root cause of a problem and prevention of incidents
Oversee the activities of the Desktop support team to ensure effective delivery of the service delivery team within AC&BB area
Establish and maintain a succession plan for the team
Monitor incidents related to servers and insure that services are available at all time
Communicate Server and Network incidents to business and update business on status of such incidents
Insure that servers are backed-up and backups are monitored by Group IT
Report network issues to Group IT and communicate status of incident to business
Attend AC&BB IT Issues - Twice a week – Discuses all IT issues within AC&BB
Attend Group IT and GijimaAst – Weekly – Discuses operational issues with Group IT and GijimaAst representatives
Attend Disaster Recovery – Weekly - High level feedback on ABSA Disaster Recovery project
Service Level Agreement – Monthly - Report back on Service Level agreements and ratings for services delivered for the last month
Change Request – As required – Attend meeting to get changes approved submitted
Attend FSE’s – Weekly – Meeting between Field Service engineers and call co-ordinate to give feedback and exchange knowledge
IT Degree or Diploma
Information Technology Infrastructure Library Certification (ITIL)
At least 7 to 9 years work experience in a technology environment
Experience in leading and managing a team across wide range of technologies and across functionalities
Minimum of 5 years in service delivery, change management and problem Management
Understanding of Absa applications and products
Communication skills(write and verbal)
Product evaluation and upgrading skills
User requirements from BU's

137

Service Manager Resume Examples & Samples

Lead and manage the maintenance team which includes hiring, employee relations, training and scheduling
Manage budgets and schedules
Ability to lead others in delivering outstanding customer service
Proven knowledge and application of pertinent codes, laws and regulations
Willingness to work on call (rotating pager) and non-traditional hours including nights, weekends and holidays

138

Service Manager Resume Examples & Samples

Provide confidence with our key customers, that Inmarsat is focussed on improvement in performance and the value we hold for our customer
Be the critical contact point with Key customers for a variety of performance issues, supporting both internally and externally with providing feedback on corrective action in response to problems management issues and monitoring, measuring and reviewing results
Identification of customer wide or install wide issues and support the Service evolution team in providing intelligence in resolution of issues
To be a dedicated change manager for appointed accounts, and manage the interaction effectively between Inmarsat and the customer. Leading with expectation management around time and change
Degree in economics, engineering or similar
Relevant experience can compensate for lack of formal education
Strong, pro-active relationship management skills and ability
Ability to draw insight from data
Collaboration to drive action across a matrix structure
Tenacity and ability to create and drive a sense of urgency
Strong Problem resolution skills
A strong influencer with the sense of gravitas to be heard
Take ownership for customer satisfaction
Ability to push back
Customer service focus, with the balance of saying ‘no’ when appropriate
Strategically aware, both internally and externally
A demonstrated ability to work across organizational boundaries
Objective, rational and multidisciplinary thinking
A willingness to be self-critical and learn from mistakes - avoiding hubris
Acts within his circle of competence and knows the boundary
Ability to identify with Inmarsat values
Team player with good interpersonal and communication skills, social and outgoing
Additional language skills - Chinese
Cultural awareness within the region

139

Service Manager Resume Examples & Samples

Deliver effective live and virtual member presentations to secondary contacts that reflect service offerings accurately, strengthen product awareness, and increase consumption
Handle inbound requests from all levels of members on a daily basis, ensuring all member issues are captured, catalogued, and addressed
Leverage diagnostic skills and knowledge of research agenda, archives, and upcoming services to accurately identify member needs and determine appropriate service and/or research response
Create and execute on proactive service plans at a practice-wide and individual member level that support achievement of service and revenue goals
Create and support practice-wide merchandising efforts in partnership with revenue and product teams
Drive member participation in benchmarking surveys, content-based teleconference meetings, member meetings, and onsite scheduling in partnership with account managers, product teams and Executive Advisor
Demonstrate thorough understanding of individual member organizations; Identify and engage key secondary contacts that require service
Own responsibility within the practice for developing and maintaining system for tracking and prioritizing line by line service follow up
Draft, deliver, and follow-up on renewal paperwork to members three months prior to anniversary; partner with the account manager to ensure positive renewal outcome
Excellent relationship-building skills
Excellent organization, multitasking, and prioritization skills
Ability to present professionally and intelligently to members; Demonstrated poise and grace under pressure
Ability to work across a wide variety of internal and external stakeholders
Ability to diagnose member needs and conduct substantive content discussions with senior-level contacts
Demonstrated initiative and resourcefulness
2-5 years’ experience in specific field/position/industry

140

Service Manager Resume Examples & Samples

Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders
Hire, train, motivate, coach, monitor and evaluate the performance of all service team members
Use manufacturer flat rate guides and Standard Service Operations (SSO's) to determine the time allotted for the work, and follow up on timely completion
Insure that the Complaint, Cause and Correction of each problem are noted in the IDS work order
Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs, if required, and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced
Greet customers and determine needs, providing clear and precise instructions on the work order for the service team
Promote the sale of additional labor services, parts and accessories in a professional manner for each customer
Estimate cost of repairs and prepare itemized work orders listing costs of parts and labor
Obtain Customer signature on every work order, and collect payment for work prior to releasing customer boat. In the event the repair cost is unknown initially, obtain customer approval on work order to diagnose issues, and then contact customer with estimate for repairs as soon as determined, and obtain approval
Coordinate technical and product knowledge training for service team and provide technical assistance as needed
Routinely inspect quality of work performed as required, prior to delivery to the customer
Implement safe, effective and efficient work procedures
Maintain production reports on all service staff. Verify production compensation earned and report to payroll department
Insure continuous financial growth of department, develop and exceed budgets, and manage expenses and department profitability
Promote and fully participate in the MarineMax Safety Program; ensuring a safe workplace free of hazards for all team members

141

Service Manager Resume Examples & Samples

Enthusiastically embrace the MarineMax values
Supervisory responsibilities including interviewing, hiring and training Sales Team Members; planning, assigning and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems
Establish sales quotas and goals and advise sales department of sales and advertising techniques
Commission sheet approval
Oversee inventory control
Recommend or approve budget, expenditures and appropriations
Prepare periodic sales report showing sales volume and potential sales
Act as a liaison between the sales department and other related units
Resolve customer complaints or concerns and explore ways to better serve our customers
Provide ordering assistance to the products department
Create marketing strategies using print media advertising, E-Bay and other on-line services
Assist staff with the sales effort, including explaining features, demonstrating operation of boat, suggesting optional equipment, etc. to customers
Compute and quote sales price, including tax, trade-in allowance, license fee, etc. and communicate the requirements for financing the purchase
Project a professional and knowledgeable image to all customers
Stay appraised to local market sales trends to act accordingly and in a timely manner
Maintain an orderly showroom conducive to a professional selling environment. Assist with moving boats in and out of showroom
Participate in personal development via appropriate training programs and implement such training programs to all Sales Team Members
Attend meetings and contribute to company strategy and policy making as required
Coordinate, execute, and attend boat shows and other off-site promotional opportunities
Strategic planning of our marketing efforts to maximize market share results

142

Service Manager Resume Examples & Samples

Perform required final inspection service within approved company standards
Respond to daily incoming customer calls within 24 hours
Work directly with customer's on warranty issues and concerns
Direct staff to ensure all work is scheduled, performed, and completed in a timely and professional manner
3-5 years experience managing the service function in the construction industry
Good problem solving and fiscal management skills

143

Service Manager Resume Examples & Samples

Manage the administration of all warranty, receivables and service contracts
Minimum of 2-3 years management experience is required
Ability to multi-task in a fast paced work environment
Strong communication and customer engagement skills

144

Service Manager Resume Examples & Samples

Previous dental industry experience highly desired
Technical schooling in Bio-med/electronics or related technical field preferred
Past management experience of technical staff preferred
Service Technician experience preferred but not required
Strong SAP and/or MS Office Suite technical abilities

145

Service Manager Resume Examples & Samples

5-10 years experience as a dental service technician with acceptable performance and productivity
Valid drivers license and clean driving record required
Field repair in a dental/medical environment required
Carpentry/plumbing/heating/electricity/electronics related experience required
Technical schooling in Bio-med/electronics or related technical field highly preferred

146

Service Manager Resume Examples & Samples

Prepare and administer an annual operating budget for the service department
Monitor and control the performance of the department using appropriate reporting and tracking systems
Monitor technicians' daily productivity reports and corresponding payroll records
Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities
Prepare pricing guides and maintenance menus for frequent labor operations
Establish and maintain 72-hour follow-up with customers to confirm satisfaction with service
Maintain reporting systems required by general management and corporate personnel
Two years' service department experience in a commercial dealership environment

147

Service Manager Resume Examples & Samples

Attend managers meetings as requested
Direct and schedule the activities of all department employees
One year of supervisory experience

148

Service Manager Resume Examples & Samples

Responsible for handling all customer inquiries and communications. This includes advising customers of repair estimates, proper maintenance schedules and techniques, resolving customer complaints, and ensuring that we are “delighting” the customer
Understand the financial drivers of the service department. Manage the department to ensure that the department meets or exceeds goals
Responsible for marketing the service department and ensuring that there is adequate work flowing through the service department to ensure a consistent income stream
Recruit, hire, and maintain an effective workforce for the service department
Responsible for managing the workflow within the service department. This includes effectively managing work schedules, employee schedules, customer work orders, and the overall schedule for the service department
Ensure that the service department has the proper supplies and tools to be efficient and effective
Work with the Parts Manager, Field Marketers and the Store Manager to ensure that the Store runs efficiently and effectively and that we are “delighting” the customer
Be a role model in the areas of environmental health and safety
Responsible for scheduling the safe delivery and pickup of all equipment
Ensure that all semis and company vehicles have the proper permits and licenses and that all policies and procedures are followed in accordance with Federal, State, and Local laws and regulations pertaining to semis and other company vehicles. This includes ensuring that drivers follow all applicable company and government regulations and laws
Responsible for the upkeep and overall appearance of the service department, company vehicles, and the dealership’s yard
Responsible for all administrative work associated with the service department including work order and warranty claim administration
Responsible for the ongoing training and development of all service department employees

149

Service Manager Resume Examples & Samples

Reviewing and approving of all service related paperwork
Conducting in house and field technical training
Quality audits and on site inspections
Resolving customer concerns

150

Service Manager Resume Examples & Samples

Budget ownership and financial scrutiny
Cost reviews to plan effectively
Service Management Delivery and change oversight
Risk and threat management
Strategic planning, and changes in technology demand

151

Service Manager Resume Examples & Samples

Develops and monitors strategic business plans, goals and objectives to effectively guide the team,
Manages the workflow processes of the team by overseeing the fulfillment of customer business
Manages departmental expenditures within agreed budgets by monitoring the financial resources
Represents Wolters Kluwer within the industry by developing and maintaining comprehensive
Coaching, mentoring and/or training team members
Managing multiple concurrent projects
Working independently and in a team environment
Collaborating across multiple internal teams (e.g., support teams, sales)
Demonstrating organization, time management, and multi-tasking skills
Demonstrating strong written and verbal communication
Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Managing or supervising customer service operations
Managing or supervising a team (e.g., delegating, motivating, performance appraisal)
Experience working for a GRC Operations Team
Working in the banking, insurance, hospitality, retail or legal industry

152

Service Manager Resume Examples & Samples

Instil a customer focussed culture and a right first time approach, coaching and developing the team to maximise opportunities and value to the business
Motivate and engage the team to deliver against operational targets and business strategy whilst working towards continuous improvement
Set appropriate targets, manage performance, provide ongoing feedback and address training and development needs
Provide technical support and carry out formal and informal coaching activity, focusing on all aspects of the engineer role including behaviours and values
Carry out safety, quality control and productivity assessments to ensure that that all work complies with current codes of practice, standards and legislation, particularly, Health and Safety, to ensure the wellbeing of employees, customers and their premises
Make commercially astute decisions and negotiate with customers to resolve queries and complaints quickly and without the need for further escalation
Help with the generation of additional income for the business, whilst controlling costs. This includes managing labour costs, productivity and attendance to improve the operations’ efficiency and effectiveness
Dive solutions that reduce customer complaints, protect brand reputation and improve process efficiencies in order to increase customer retention and loyalty and to maximise sales opportunities
Execute strategies to improve the teams’ Net Promoter scores, Customer Satisfaction Survey and employee engagement results
Ensure the team is kept up to date regarding safety matters, quality of service, individual, team and business performance, and other company developments so that all engineers can perform their work to the required standard and output levels
Manage operational and regulatory risks, escalating as appropriate
Ensure customer related information systems are operated to the required standard to maintain accurate and secure records
Ensure the team understand and adhere to the company and department standards, policies and procedures
Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role and, in particular, to promote a culture where customers are treated fairly and are properly informed
Apply British Gas values in all day to day activities

153

Service Manager Resume Examples & Samples

Train and develop associates on performance of their job and participate in the performance appraisal process
Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the department and throughout the store
Process customer transactions through the check lane quickly, accurately, and efficiently. Understand the Point of Sale (POS) system, and handle various tenders such as Cash, Checks, Credit, Debit, SNAP EBT, Offline SNAP EBT, WIC, Rain checks, complex loyalty offers, coupons and checkout procedures according to company policy
Understand and adhere to the company's limits on cash shortages and/or overages and work honestly and effectively to control loss
Understand and adhere to guidelines on restricted sale items (Alcohol, Tobacco, Fireworks, Videos, etc.)
Ensure proper temperatures in cases and coolers are maintained and temperature logs are maintained
Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair
Notify management of customer or employee accidents
Retail and/or Grocery experience

154

Service Manager Resume Examples & Samples

Own the client relationship for an outsourcing contract, which may cover one or more service groups
Accountable for client service management, related delivery, and growth of the contract and its financial performance
Serves as positive advocate for the outsource partnership and program
Works with key client stakeholders for driving operational decisions
Focuses on driving value for the client
Drive strong Operational Discipline, performance management and rigorous reporting
Responsible for process improvement
5 years of experience in Outsourcing Operations
5 years of experience in Service Management
5 years of experience in Performance Management and Metrics Status Reporting
5 years of experience in Sales Reporting Analytics
3 years of experience in Senior Level Management
3 years of experience in Quality Process Improvement
3 years of experience in Financial Management
Experience in Service Level Metrics definition and measurement
Six Sigma certificate

155

Service Manager Resume Examples & Samples

Plans, schedules, organizes, assigns, directs and controls all activities, either directly or through assigned personnel, to successfully perform all billable service work with customers to ensure compliance with customer requirements and related building systems such as emergency lighting, security, CCTV, paging and other equipment serviced by Kratos
Works closely with the Director of Operations, recommending actions and changes to ensure the profitable expansion of the billable service business
Works directly with Service Coordinators and Administrators to properly schedule technicians to ensure customer commitments are met on time and in an organized efficient manner
Responsible for the profitability of the Service Department. Utilizes electronic tools, Timberline or Great Plains, to plan, track and report on Service performance
Maintains a strong working relationship with other departments, particularly in Operations, in the closing of service calls and deficiency repair opportunities generated by that department
Maintains and /or initiates a regular program of customer visits to ensure customer feedback and overall satisfaction
Responsible for increasing and influencing service business customer satisfaction levels and customer retention
Manages and provides documentation for the account file including correspondence, requests for information, and timeliness by adhering to company standards
Reviews customers systems during billable maintenance or repairs and if needed, provides leads to the Sales Department for additional potential system expansion or retrofit work
Develops and coaches assigned team through annual development planning and goal setting
Ensures the service team adheres to safety standards and all local and national codes
Continuously reviews, analyzes and recommends to the Director of Operations changes and enhancements that will improve operating efficiencies and business expansion
Researches, interviews and hires new expansion or replacement Service personnel and ensures Service personnel are trained and equipped to exceed customer requirements
Works closely with Service Sales representatives to advise them of potential new Preventative Maintenance Agreements
Must adhere to the Kratos Code of Ethics and Compliance
Must adhere to the KPSS Safety Program Requirements for Service Department
Understands financial P&L reporting for the Service Department
Ability to lead with effectiveness
Ability to maintain sensitive and confidential information
High integrity and trustworthiness
Proficient with Microsoft Office, Word, Excel, Access, and PowerPoint
Proficient with Microsoft Outlook and the Internet
Ability to conduct group meetings and presentations
Bachelors degree in business management or equivalent related work and management experience
Lenel Access Control training as well as other industry related system certifications
A minimum of five (5) years experience in the security industry with proven project management skills, team leader capabilities and supervision experience

156

Service Manager Resume Examples & Samples

A technical or business based qualification ideally engineering/O&G industry related is needed, with a degree being highly desirable
Track record of building professional relationships with customers
Previous experience in a similar role (min 3 years)
Previous knowledge and use of SAP systems is preferred
Oil and gas production or refining industry experience is preferred but not essential

157

Service Manager Resume Examples & Samples

10+ years of demonstrated experience of driving large complex projects to successful transition
Demonstrable technical excellence in a relevant domain (Software, Services, ERP, Datacenter, Network, and Retail Systems) required
Experience working in fast paced, passionate, high rate of change, high-tech environments
Must be comfortable as a power user of PowerPoint, MS Project, VSTS, and Excel
Six Sigma green/black belt preferred
Retail Operations or Retail Store Systems experience preferred
Excellent interpersonal verbal and written communication skills, with the ability to assemble, document, and present information to the team
Outstanding problem solving skills and passion to solve hard problems as part of a team
A proven track record of driving pragmatic solutions to ambiguous problems
Bachelor’s Degree in Computer Science, Mathematics, or related sciences - or equivalent work experience

158

Service Manager Resume Examples & Samples

Preparing the ground for smooth transition of the organization and service deliverables from warranty to maintenance execution
Optimizing resources in order to deliver both warranty and maintenance commitments and deliverables
In coordination with the Service Director and the Customer Director: manage interfaces with maintenance clients on the execution of service contracts , negotiate variation orders for additional services
Providing internal reporting to institutional company stakeholders (Finance , Operations, Legal)

159

Service Manager Resume Examples & Samples

Heading our services department and running our service business together with project managers and engineers
In charge of the team providing services such as project upgrades, extensions, spare parts and training as well as 24/7 maintenance in Finland and export markets
In charge of our project management engineering teams for service business in Finland and applicable export markets
Continuously working with your team to optimize our operations and engineering processes and to find cost effective solutions
Achieving world class performance and developing your team´s competence and skills
Implementing initiatives from the BU Service core team
Achieving best in class execution and cost effectiveness
Monthly and quarterly forecasting of your team’s projects and taking pride in meeting targets
As part of the unit´s management team, you are a key player in fostering cooperation between teams and employees

160

Service Manager Resume Examples & Samples

Experienced in field Service Engineer position for a period of 3 years or more
Minimum Diploma qualification or higher
Ability to write incident and RCA report in English
Ability to communicate with customers
Attended UPS technical Service and product training will be good reference

161

Service Manager Resume Examples & Samples

Monitoring applications environments over multiple regions or availability zones
Providing snapshots of volumes, moving data from one location to another or restoring data based on user request
Setting up routine archival backup for applications and databases
Setting up event triggers for production and non-production environments
Creating automation scripts or standardizing provisioning process using bash, Chef or Ansible
Provisioning storage, compute or networks based on client requirements
Configuring and managing Identify Access Management groups and users
Supporting and managing multiple security groups for different applications or environments
Setting up and monitoring metrics for application performance and infrastructure utilization
Performing virtual machine, application and OS security patch updates

162

Service Manager Resume Examples & Samples

Previous experience within a service management focused role or positions that have been delivery and customer focused
Experience within the telecoms or IT industries would be beneficial, with experience in the energy industry being a distinct advantage
Experience in applying service management tools and methods and the relevant approaches and frameworks such as ITILv3
B2B Service management experience in a complex multi-supplier environment
Good report writing and data manipulations skills are essential
An ability to develop and build trusting open relationships using excellent stakeholder management skills

163

Service Manager Resume Examples & Samples

Financial Management of service & CCNs – revenue and cost forecasting
Service transition and service acceptance into service
Manage SLA’s and KPI’s against contractual obligations
Manage quality of service performed by service delivery teams
Contract compliance and standards adherence
Service & contract change management for incremental & additional services
Stakeholder management, both internal and customer
Manage supplier contracts
Manage small projects and CRs
Attendance at client meetings, including the presentation of service reports
Exceeding customer satisfaction targets
Drive innovation and continuous improvement across all service towers
Responsible for organic growth within the account of similar and adjacent services
Supporting the wider account team in developing new opportunities in non-adjacent services
Willingness of to work unsociable hours as demanded by the role
Experience of holding similar roles within managed service / service provider organisations
Experience of managing complex end-to-end service solutions
Service delivery using virtual / leveraged / dedicated and hybrid service teams, both on and offshore
Development and negotiation of contracts and service level agreements

164

Service Manager Resume Examples & Samples

Native or Near-Native Japanese ability, Business level English ability
5 plus years program management experience with demonstrable success in the Service Provider / Enterprise market space
Strong service business or program management experience with another manufacturer or large partner essential
Excellent customer management and relationship skills, gained from experience working in the support environment in the IP market space. Strong interpersonal skills essential
Strong written and oral skills, experience dealing directly with multiple levels and disciplines within the customer environment
Able to manage multiple projects and priorities

165

Service Manager Resume Examples & Samples

Significant contribution to cross-functional qualification projects
Manage vast resources for project/task delivery
Monitor, manage and audit case progress
Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
Drive and manage technical and non-technical escalations
Conduct Juniper Customer Support process training/review sessions
Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
Participate in code and hardware qualification projects
Participate in cross-functional, global project teams
Coordinating support efforts among multiple organizations
Prepare and deliver detailed quarterly business and operations reviews with customer
Work with customer and internal teams to review and update install base monthly

166

Service Manager Resume Examples & Samples

Sweep and mop shop bays when empty
Assist technicians in cleaning up waste and oil spills
Separate and remove steel and aluminum
Deliver customers to home or office; and deliver customer's trucks when required
Three months' experience
Working knowledge of hazardous and non-hazardous material disposal

167

Service Manager Resume Examples & Samples

Must be Open to Relocation
Manage employee schedules and pay plans
Experience with ADP or other automotive software required

168

Service Manager Resume Examples & Samples

Drive business results and manage customer relationships within area of responsibility
Own operational processes (PM completion, Overtime management, NCR, FE Tool utilization)
Lead and cultivate a culture of GE Values and integrity
Develop strong customer relationships and serve as the interface between customer and all GE Healthcare organizations creating “one GEHC for the customer
Proactively identify customer needs and develop and implement customer specific solutions
Lead service delivery which continuously surpasses customer expectations
Leverage internal relationships to enhance business performance and customer experiences
Promote a safe working environment and ensure compliance with applicable EHS policies and procedures
Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. 1. Bachelor’s degree and minimum five years of leadership experience or equivalent (defined as High School Diploma/GED and eight years progressive experience with leadership and technical support)
Proven experience leading a team, managing customer relationships, and/or managing a P&L or comparable business unit
MBA or master’s degree and prior field sales or field service experience
Proven leadership and an ability to orchestrate resources and motivate teams
Experience in managing a large P&L
Leadership skills that build a connection to the workforce through personal involvement, inclusivity, and trust
Demonstrated tendency to challenge the status quo, drive constant improvement in process, and an ability to achieve organizational goals
Previous direct report management or leadership experience

169

Service Manager Resume Examples & Samples

Manage the performance of the Dealerpoint in line with the agreed Parts & Genuine Volvo Service process and operational KPI’s
Responsible for customer satisfaction relating to the Dealer Point. Ensuring regular customer visits are planned and actioned
With the DPM produce action plans for improvement if below benchmark
Prepare and take ownership of the Dealerpoint business plan, working hand in hand with the Dealer Point Manager
Coordinate all CRM activity within your area of responsibility, identifying and targeting new customers along with the management of the existing customer base
Work closely with the designated TSE to win new business
With DPM analyse and create an action plan to increase the depots CSI scores year on year
Ensure that constructive annual and mid-year personal business plans (PBP’s) are undertaken at the depot. Ensure that the information gathered from the review is used to identify training requirements
Ensure appropriate training and support provided on a timely basis to bridge competency gaps
With DPM analyse and create action plans to increase the Employee Engagement Index scores year on year
Ensure that the Dealer point works within ISO 9001 and 14001 standards
To assess and take action on the Dealerpoint debtor list in conjunction with the Credit Control department. Ensuring that queries are within target
Carry out audits and produce reports upon request
Carry out regular process reviews with your Dealerpoint Manager to identify operational issues / discrepancies and ensure appropriate follow up actions are taken to rectify
Manage the performance of the service department to ensure that KPI targets are achieved
Support the CSR / Workshop Supervisor as required to ensure job specification, codification and quote preparation tasks are completed on a timely basis
Hold daily GVS meetings to plan workload and resources, review identified issues from previous shift and identify appropriate solutions consistent with standard OTI process requirements
An understanding of the Depots customers and potential. Including what industries and type of work our customers undertake – ‘knowing the customer base&#8217
Experience of working within the motor vehicle industry -preferably a technical background from working within a commercial workshop
Knowledge / experience of leading teams
Full knowledge of VOSA requirements and MOT testers manual
Warranty & Contract scope & procedures
The application of Volvo Standard Times
Knowledge of workshop KPI’s
An in-depth understanding of all the Genuine Volvo Service Process stages
CRM Process & supporting tools
An appreciation of our customers, the environment in which they operate and the direct impact we can have on their business
Volvo technical product knowledge
The Volvo Total Offer Wheel and the products contained within it
To be able to interpret and understand financial information
To be able to lead and motivate the team in their daily activities
To be able to coach and provide support and guidance to your team to achieve their objectives
To have excellent communication skills at all levels both written and verbally
To have questioning, listening & information gathering skills
To be able to work in an organised & methodical manner ensuring that all daily tasks are completed
Negotiation skills – gain agreement on proposed course of action (Win/Win)
To be able to modify your approach in specific circumstances to ensure a positive outcome
To be able to understand & analyse operational issues & propose appropriate solutions
To be able to operate GDS and Impact systems, specific to the GVS process stages
Knowledge of Microsoft Outlook, Power point & Excel
To be able to carry out performance reviews using the PBP system

170

Service Manager Resume Examples & Samples

Taking service orders, prioritizing them, and handling each order in an efficient and timely manner
Overseeing each work order to ensure that it is properly and quickly completed, or personally repairing or replacing the equipment
Assisting your team with complex orders or, when more than one associate is needed, completing the job
Contacting vendors for any work not performed by staff and overseeing and approving all vendor work
Maintaining and assigning tasks for a preventive schedule
Ensuring that your staff remains on schedule in preparing recently vacated units for new rental
Keeping the shop organized and in good working order
Ordering parts and supplies as needed
Keeping the Property Manager informed on the overall condition of the property and coordinating resolution of outstanding issues
Overseeing the landscape and housekeeping functions of the property as needed
Assisting in hiring, training, and developing staff
Hearing resident complaints and resolving them in the best manner possible
Working on-call as required
Performing other miscellaneous duties as assigned
Ability to communicate with residents, vendors, and co-workers in a friendly and businesslike manner
Ability to function well as part of a team
Strong multitasking skills
Ability to work in disagreeable conditions, both outside and inside, for extended periods of time
Ability to regularly lift weights of over 50 lbs
Skill in efficiently using common and specialized repair and maintenance tools
Minimum 2 years of experience in performing mechanical repairs and maintenance of home-related mechanical equipment
HVAC certification and experience
EPA Type II or Universal certification, plus any additional certifications as required for your property
Residence within 30 miles of your assigned property
Availability for on-call rotation
CAMT preferred *Will be required in the state of Florida within 6 months of hire*

171

Service Manager Resume Examples & Samples

Planning, organizing and controlling experience
Experience in Performance Management of Personnel
Demonstrable history of previous supervisory skills and experience as a Mechanical Fitter
Above average written and verbal communication skills
Understanding of QOHSE requirements within Oil & Gas Industry
A good working knowledge of valves and Oil & Gas Industry standards
Knowledge of sampling, blending and metering systems
Knowledge of flow measurement equipment – Ultrasonic, Orifice, Coriolis and Turbine
Knowledge of control systems and package interfaces
Oil and gas industry knowledge
Familiar with mobilizing personnel to various sites/offshore locations

172

Service Manager Resume Examples & Samples

Experience processing & partnering with provisioning teams using Interpersonal Effectiveness and Listening skills
Time Management & Effective Management skills
Prefered telecom experience partnering with local exchange carriers and various management levels within internal and external organizations
Ensures orders are correctly implemented and installed in a timely manner, coordinate with Agents, technical vendors and client work centers
Must be detail oriented and have strong organizational skills, as well as the ability to manage multiple projects
Must have good written and oral communication skills
Customer service skills are required

173

Service Manager Resume Examples & Samples

CUSTOMER OWNERSHIP: Service Manager will responsible for owning the network performance of an assigned customer base. This will include reviewing customer’s network topology for business continuity and compatibility with Cox network. Ensuring all appropriate Cox systems are updated with customer network inventory. Ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs
CHRONIC TROUBLE MANAGEMENT: Develop action plans to address circuits or sites which have experience multiple troubles within in a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers’ vendor in developing and implementing action plan
Knowledge of TCP/IP and LAN/WAN topologies and configurations

174

Service Manager Resume Examples & Samples

Demonstrable intermediate to advanced knowledge of Microsoft IIS 7/8
Understanding of relational databases i.e MSSQL within the context of SharePoint
Review compliance reports and identify opportunities for processes/procedural improvements
At least 3 years of experience as a Senior Oracle/SQL Server DBA, SharePoint administration and/or support or equivalent
2+ years Release Engineering/Configuration Management or Change Control Experience
1+ year Program/Project Management Experience
1+ year experience in an Operational / Service Management role

175

Service Manager Resume Examples & Samples

Minimum of 3 years lead service management experience
BS/BA degree preferred. Minimum 5 yrs. additional service management or technical support experience in lieu of degree
Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, being sensitive to the needs of unique audiences
Competent in facilitating meetings, recording meeting minutes and monitoring action items to completion
Effectively use teamwork to positively contribute in high performing, results driven, and collaborative team environment
Experience with International and Virtual Teams preferred
Excellent technical analytical skills, especially in the insurance or financial service industries preferred
Exposure to multiple ticket management tools, i.e. ServiceNow, Remedy

176

Service Manager Resume Examples & Samples

Perform, schedule and supervise maintenance repairs throughout the property including the common area amenities, resident occupied units and vacant units in preparation for new resident move-ins
Schedule, monitor and conduct preventative maintenance on various equipment, electrical and plumbing systems, HVAC, swimming pool(s), carpentry, dry wall, exterior structural and appliances
Direct and supervise the daily activities of the property service team
Collaborate with the Property Manager to coordinate the move-in schedule and ensure the timeliness and effective completion of all repairs in preparation for all new residents
Budget and maintain an up-to-date supply inventory on all equipment, tools, and supplies for the property
Manage open service repair requests through Yardi
Lead, motivate and develop a successful staff
Deliver outstanding customer service to all residents
A flexible schedule to include weekends, evenings and holidays
Three or more years of apartment maintenance experience. Supervisory experience is preferred
High level of skill in the following areas: electrical, plumbing, HVAC, swimming pool, carpentry, dry wall, exterior structural and appliances
Your strong technical skills identifying and diagnosing maintenance issues
Track record leading and directing a successful maintenance team
Strong computer knowledge
Superior time management and organizational skills
Ability to manage several tasks at once while remaining detailed and well organized
EPA Certification, Type I & II
CPO Certification (Pool), as needed
Ability to be on-call to respond to after hour emergencies

177

Service Manager Resume Examples & Samples

Meeting and greeting customers on a daily basis - being their main point of contact throughout the repair process. Following up with them after the repair process to confirm satisfaction
Establishing positive relationships with our customers that result in repeat business for all service needs
Scheduling appointments for customers to drop off equipment to be serviced
Answering inbound service calls
Completing paperwork and gathering details about the equipment to direct the technician on the repair
Managerial responsibilities including, but not limited to, scheduling, hiring and training technicians, P&L and budget requirements
Resolution of customer concerns
Educating customers on preventative maintenance options
Investigating any warranty options
Closing work orders and collecting payment
Managing and processing work flow
Ability to motivate others and direct workflow
Strong attention to detail and a love of organization!
Proven track record of growing a loyal customer base
Willing to go the extra mile for the customer
At least 2 years of recent service writer/customer service experience needed
Technical repair or mechanical repair experience a plus, plus own a complete set of work tools

178

Service Manager Resume Examples & Samples

At least 3 years’ experience in managerial role in an Aftersales department
Up to date knowledge of vehicle and consumer legislation, trade practices and FCA regulations and duties
Maintain rigorous control of Department costs, stock and budget
Ensure that company standards are followed in relation to control of funds, premises, vehicles, and other company resources

179

Service Manager Resume Examples & Samples

Experience in establishing and growing a call center
The selected candidate will have extensive knowledge of the ITIL framework and significant experience in leading organizations in the formation and management of a comprehensive services organization
Extensive background in establishing a quality Change Management function
Experience in negotiating and reporting on SLAs and key metrics
Prefer experience working with a Managed Service partner in the overall support model
Desire to work with the business areas to understand their service requirements
Bachelors degree with 5 years related experience in IT Business Office and IT Financial Management. Accounting, finance and contract management background and experience strongly preferred

180

Service Manager Resume Examples & Samples

Identify training gaps and opportunities, collaborate with NSC Learning Manager and create training independently
Resolves personnel issues and escalates to proper administration as needed
Interviews and screens for Sales and Service Representative positions
Maintains master NSC staffing schedules
Monitor attendance and productivity of NSC employees
Manages and approves NSC payroll
Occasional travel required

181

Service Manager Resume Examples & Samples

Performs duties of Hourly Manager
Assists overall Central Checkout Department operation and serve in manager capacity during the Store Director-s (SD)/Assistant Store Director-s (ASD) absence
Achieves sales goals; prepares projections/forecasts, reviews financial tracking information, addresses performance opportunities and budget discrepancies, communicates sales goals to Partners (labor, wrap, cash control)
Provides work direction and training to Partners and ensure all department standards are met
Manages individual Partner productivity
Conveys appropriate sense of urgency in dealing with Partner and Customer issues
Coaches, trains and develops Partners
Writes and administers effective documentation
Manages Central Checkout activity and administer department standards/guidelines in a fair and consistent manner
Researches and analyzes potential or existing process breakdowns and works with necessary Partners to identify and solve problems
Trains School of Retail Management (SORM)/School of Retail Leadership (SORL) trainees
Manages a large staff to include: interviewing, hiring, training and development, delivering on-time Performance Appraisals, providing feedback, scheduling, counseling and terminating
Promotes corporate and store events through powerful planning, merchandising and taking advantage of traffic
Periodically performs duties of all Service personnel
Provides direction, training, and feedback to all department personnel
Forklift/Powerjack Training
Able to prioritize and handle multiple tasks
Ability to supervise, train, motivate and cross-train staff

182

Service Manager Resume Examples & Samples

Motivate, train, develop, and reward employees
Forecast sales, gross profits, and expenses
Observe, encourage, and inspire advisors to secure customer loyalty
Attend manager meetings and conduct weekly service dept. meetings
Maintain an at or above national average CSI score and follow up with all guest issues or concerns to ensure customer satisfaction
Train all advisors, technicians and valets on dealership procedures
Manage technician productivity, work with shop foreman to ensure customers vehicles are serviced properly and in a timely manner
Interact with outside vendors and other dealership management
Develop and execute effective customer relations policies
Continue to maintain Berkshire Hathaway Automotive’s value, quality, and integrity
Minimum high school diploma or GED equivalent required
At least 3-5 years of Automotive Service Management experience
Broad knowledge of new vehicle technologies and mechanical operations
Self-motivated enthusiastic presence in a team environment
Consistent and stable work history

183

Service Manager Resume Examples & Samples

Owns the overall service relationship management between BT and the assigned accounts on a country/regional basis
Develops and integrates the service strategy within the overall Account
Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account
Builds and maintains highly developed relationships within the designated Customer accounts and the BT community to effectively progress service issues and plans
Acts as the customer’s advocate throughout BT and are responsible for facilitating the prompt, effective resolution of all service related issues. This includes the identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction
Lead the development and implementation of all action plans to improve applicable areas of service highlighted through customer surveys
Produce relevant Quality of Service reports and lead/manage the Service
Review with the Customer, identifying any service gaps and producing Action Plans to close
Administer Service Level Agreements, understand all regulatory conditions; understand the basic key points on commercial law applicable to service issues
To be fully aware of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation
Ability to apply service account management techniques and manage virtual teams in a matrix structure and to motivate team members
More than 5 years in customer service/management in IT/Telecom industry
Face to face client management skills

184

Service Manager Resume Examples & Samples

Core focus areas and key accountabilities
This position requires a High School education or equivalent. BS degree helpful
3 years or more of retail managerial experience along with a proven track record of positions with increasing responsibility
Experience with class 6, 7 and 8 semi truck mechanics and or lubrications helpful
Strong analytical, problem-solving, and communication skills
Working knowledge with Microsoft Word/ Excel/ PowerPoint
Excellent people relations skills
Able to lead by example and make decisions based on strong analytical insight
Build trust and respect to promote store success

185

Service Manager Resume Examples & Samples

Hire and supervise employees who meet all critical requirements and qualifications for each position (counter sales, warehouse, delivery drivers and others as approved)
Review work throughout the work process and at completion, in order to ensure that it has been performed effectively
Communicate with employees on a regular basis to insure procedures are followed, new procedures and methods are considered and new approved methods or procedures are known and carried out on a timely basis
Appraise and document employee performance at regular intervals as required by company procedures, insuring a plan for improving employee performance and potential. Meet with each employee at least once a year (on their anniversary date) to formally review their performance and discuss future performance objectives and goals
Recommend pay increase based upon performance. Receive approval from Area Manager and Operations Manager before discussing with employee
Counsel employees in work -related activities personal growth and career development
Prepare reports for the Area Manager and the Operations Manager
Report work-related injuries of employees to our third party administrator, Zurich
Ensure all walk in customers are greeted immediately and an associate offers assistance within 2 minutes
Make certain all work orders are filled at a rate of 100% accuracy
Post all inventory receipts daily
Invoice all sales daily
Deposit all cash receipts in accordance with instructions from accounting
Process all vendor invoices in accordance with instructions from accounting
Approve expenses (within budget limits)
Lead shop meetings as required, but no less frequently than each month. Review territory EBIT and sales revenue to plan; find new opportunities for sales penetration of new or existing products; share successful practices
Maintain a top 25-customer list. Each month update and visit at least 3 customers for potential new business opportunities
For each account, lead the development of pricing strategy on an annual basis
Suggest additions or deletions to inventory and update catalogues on a quarterly basis
Ensure all inventory reports are reviewed weekly. Corrective action should be taken on all negative quantities. Open invoices and POs should be followed up or cancelled
Review the branch accounts receivable aging each week. Coordinate collection efforts with the credit department to ensure timely collection of balances due from customers
Establish preventive maintenance plans for equipment such as delivery trucks and forklifts along with daily inspection of such equipment
Annual physical inventory variances should not exceed 2% of the total inventory value
Maintain the branch appearance to include daily cleaning of the entire facility (inside and outside), restocking of display areas and restrooms
Ensure that the third ring answers the telephone and all associates answer in a uniform manner
Minimum of 5 years of experience in heavy duty truck and trailer service industry, including a minimum of 3 years in a supervisory position

186

Service Manager Resume Examples & Samples

Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs and proper service repairs
Ensure the execution of customer service standards and customer satisfaction programs, and ensure the equitable resolution of customer complaints. Follow all policies and procedures related to cash, credit, check, refund and return policies
Partner with the Fleet business team to maintain and build Fleet service customer relationships
Comfortable utilizing up-sell techniques

187

Service Manager Resume Examples & Samples

Financial Management - Manages budget for the service being provided, monitors project budgets to ensure the department remains on track and identify Total Cost of Ownership for the service
Demand Management - Understands demand for the service and ensures appropriate capacity is in place to support at time service is requested by the customer
Service Roadmap - Manages and maintains the road map for the service by partnering clients to understand requirements, and work with Architecture to define/develop service to meet those requirements
Service Catalog - Manages and maintains a Customer Facing Service Catalog that defines the service provided
Product Lifecycle Management - Manages the lifecycle of the products that support the service, including managing the inventory, the current standards, upgrades, and managing the End-of-Life, and Retirement schedules, in order to minimize maintenance expenses
Service Level Management - Manages Service Level and Operational Level Agreements. Ensures that all operational services and their performance are measured through use of KPI's, Metrics, Dashboard and Reports, in a consistent, professional manner and that the services and the reports produced meet the needs of the customers
Vendor/Supplier Management - Meets with vendors periodically to obtain value for money from suppliers and to ensure that suppliers perform to the targets contained within their contracts and agreements
Release and Deployment Management - Ensures new products are driven through the Service Certification process. Assembles and positions all aspects of the service into production, including but not limited to, ensuring service description is created, SLA's/OLA's are in place, and proper training of operations staff is conducted to facilitate "day 1" operation of the service
Demonstrated knowledge of ITSM and ITIL covering Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement and the processes across the lifecycle phases
Knowledge of the Systems Development Life Cycle (SDLC)
Financial knowledge and budgeting experience
Understanding of IT services in Hosted Data Center environments
Excellent communications and written skills, with comfort leading meetings and presenting to leadership
Process oriented with ability to re-engineer processes in order to make service delivery more efficient
Highly motivated, self-directed and performance driven
Excellent ability to juggle multiple priorities and able to "follow-up" as appropriate
Experience with Planview, MindJet, MS Project or related Project and Process Management tools
Excellent interpersonal and communication (oral and written) skills; ability to identify the audience and adopt communication style as appropriate
Demonstrated ability to successfully organize and lead large complex projects
A strong ability to influence, persuade and negotiate with others and a demonstrated ability to achieve results
Ability to work in a rapidly changing environment, demonstrating flexibility
Demonstrated commitment to customer service and continual service improvement
* Prefer resumes in Word or PDF format

188

Service Manager Resume Examples & Samples

Management of warranty service operation through a team of Service Technicians
The Service Department performs warranty and non-warranty service repairs at our customers' homes throughout the Simi Valley geographic region. Service Techs diagnose customer issues and determine if a situation is a warranty item, while appropriately managing customer relationships
The Service Manager will have budgetary responsibilities for this department and will be tasked with ensuring the department meets safety, quality, and performance objectives
Facilities through Service Technicians the successful resolution of customer issues/complaints in a manner to maintain customer relationship and provide exceptional customer service
Establish service operation priorities and key performance indicators to drive for continuous departmental improvements
Observes and coaches personnel; responsible for developing direct reports along with facilitating development of service department members to assist them in growing in their careers

189

Service Manager Resume Examples & Samples

Understand and model Cummins values
Model leadership behavior
Ability to manage a diverse team
Ability to multitask and deliver on key performance indicators (KPIs)
Ability to work in a fast-paced and ever changing environment

190

Service Manager Resume Examples & Samples

Performance Measurements - Using business performance measurement to drive manager behavior. Calculates performance measurement appropriately as part of their work. Can explain the proper interpretation of measures in a business context
Service Cross-Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement
Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation
Manage Execution - Demonstrated results indicating deep knowledge of managing execution. Coordinates performance across regions, teams, and departments on complex projects and work flows
Working Capital Management - Use working capital management knowledge appropriately as part of their work. Knowledge of the cash conversion cycle and how accounts receivables, accounts payable, and inventory effect the cycle as well as the techniques for improving working capital and the metrics that can be used to monitor performance
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data
Good knowledge of UAE market
Language - Fluency in English (Written and Spoken), Arabic will be an advantages

191

Service Manager Resume Examples & Samples

Coordinates day-to-day shop operations including workflow scheduling and priority
Coordinates activity on-road breakdown situations to minimize downtime and resolve issues
Works in conjunction with the ADS Maintenance Manager on best practices and expense reduction to develop and maintain a template operation that minimizes variation by location
Orders and maintains location tire inventory
Works in conjunction with fleet operations and safety to address equipment issues/concerns and performs the equipment orientation with new hire driver force
Coordinates ongoing training programs for mechanics through intercompany and vendor contract
Completes other assignments and special projects as requested
5 years of Heavy Vehicle Shop Maintenance Management required
Class 8 tractors
Heavy truck engines
Auto-shift transmissions
Trailer operations and airbrake systems
Multi shift staffing
Preventive Maintenance (P.M.) scheduling
Computerized maintenance tracking software
Knowledge of internal and external training
Excellent communication skills to work with a variety of departments, vendors, management and employees
Proven ability to set priorities, multitask, and to work with minimal direction and supervision
Ability to understand operations and observe safety rules
Ability to establish and maintain effective working relationships

192

Service Manager Resume Examples & Samples

Recruit, develop and motivate a highly productive team of promotable DM's and RSR's through continual coaching and training, regular meetings, actively training and developing DM's to become future SM's, fostering a positive work environment, projecting a professional image and building strong relationships with each DM or RSR. Also oversees disciplinary action taken in the department
Ensure customer loyalty and outstanding customer service. Hold DM's accountable for customer visits, audits, new installs, problem solving, open communication and negotiating with customers. The SM also participates in route ride-alongs and contacting customers on a regular basis
Ensure all company policies and procedures are followed in the Service department, including safety, HR and Service SOP's. Oversee the maintenance of Driver Qualification files and maintenance of delivery vehicles
Oversee all new account installs and personally attend major and corporate account installs
Manage retention and growth by motivating the Service team to solicit new customers and retain current customers, up-sell/cross-sell/sample all lines of service or product and ensure a profitable product mix. Monitor and report competitive activity. Oversee promotions, contests and continued excellent customer relationships
Control department costs within budget constraints. Submit regular department progress to the General Manager
Leading the Service team to success, communicate changes and policies, oversee route organization for the branch, perform periodic route check-ins, make visits to Service Centers and cooperatively work with other departments in the branch
Safely operate company vehicles, following all applicable laws and company policy
Follow written and verbal instructions and perform other tasks as directed by the GM
Work with and support other branch personnel as required by the GM
Have and maintain a valid driver’s license, and keep a driving record free of chargeable accidents, speeding, safety or other violations
Excellent skills in customer service, management and route sales
Excellent verbal/written communication skills in English, comprehend and follow direction, add/subtract accurately, comprehend colors/sizes of textiles, excellent time management skills, a team leader

193

Service Manager Resume Examples & Samples

Experience of working in a supplier management environment
Understanding of how the performance of operational services can enable or impact customer experience, trading entity costs and the reputation of Barclaycard and Barclays
Ability to work collaboratively across a range of teams and to develop strong working relationships that can withstand constructive challenge and that recognise the contractual relationship between trading entity and Service Organisation
Development of effective controls and performance tracking
Display a continuous improvement approach to all responsibilities by constantly challenging the status quo and incorporating best practice from competitors and other third parties
The ability to develop solutions for new situations where there may not be a precedent on which to rely and which balances customer, cost and reputational considerations
Strong numeric / analytical skills and ability to draw key points from complex data sets
A good command of the English language and ability to write clearly and concisely

194

Service Manager Resume Examples & Samples

Bachelor’s degree and/or extensive experience managing a service
Thorough understanding of IT Service Management
ITIL qualified
Experience with IT management and improvement methodologies such as ITIL, 6S, Lean and/or ADP
Proven ability to engage with stakeholders at all levels and communicate service issues in their terms
Knowledge of Complementary Worker laws and regulations in the UK and US
Highly computer literate with a working knowledge of key HR systems including Workday
Knowledge of complementary worker processes, Fieldglass and Workday processes
Experience of managing with 3rd Party vendors
Demonstrated ability in successfully resolving customer issues regardless of organisational boundaries , to a mutually acceptable solution
Demonstrated ability to manage a successful service
Deep understanding of end to end processes and associated technology platforms
Excellent analytical skills. Ability to identify and resolve problems
Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
Proven people management skills including the ability to deliver through others with the capacity to foster enthusiasm and team work
Able to see the ‘big’ picture and capable of thinking beyond immediate area of responsibility
Self motivated; ability to work under pressure within a continually changing environment
Strong interpersonal and influencing skills establishing strong working relationships and practices with clear accountability for delivery
Proven ability to represent company interests when dealing with 3rd Parties
Work experience in a regulated environment is desired
Empathy and understanding of human issues in delivering long term sustainability of services
Operational Delivery – Process

195

Service Manager Resume Examples & Samples

Coordinate the service delivery across the Juniper service and support and Partner support teams
Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
Provide high level software upgrade guidance by providing SW field experience and release schedule
Manage non-technical escalations
Some travel will be required to customer locations
Minimum 7 years customer service experience in supporting large, complex IP based networks
Minimum of 3 years experience managing customer service support personnel in cross-functional, matrixed work environments, or equivalent work experience
Good technical understanding of the following areas: OSPF, ISIS, BGP, MPLS, Multicast, QoS, SDH, and network management
Developing and evolving the correct team model to manage the network operations, escalation and resolution of Incidents and Service Requests
Ensure that equipment provisioning is handled and supported correctly
Must have a passion for the Internet and the new emerging technologies related to it
Experience in the cable space with video and/or carrier market space a strong plus
Must be proficient with Microsoft Office and have strong data analysis and presentation skills
SAP and Business Intelligence reporting knowledge a strong plus
Past experience with executive level presentation and written communication required
Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations
Past experience with Executive level communication/presentation preferred
Bachelor’s Degree in related field required
ITIL (required)
ETOM (required)
Strong Technical Skills are required
Project Management recognized certification desirable

196

Service Manager Resume Examples & Samples

Provide client support in addressing questions and concerns with relation to IT outsource proposals and costing, including providing direction and assistance to clients regarding the IB Outsource Management process
Act as liaison to facilitate the flow of information, questions and issues between the Client, the IBM account team, IB Project Managers, the Systems Architecture teams and other support groups within IB associated with all stages of the Service Request process
Follow established management processes for all Work Order Request Proposals delivered by IBM; including initial review, facilitaion of technical reviews, submittal to IBM, tracking of proposal delivery to SLA’s and ensure implemented and billed per the contract, using the Singleview system
Track the proposal development phase to agreed upon turnaround targets for IBM
Conduct proposal reviews, ensuring valid and cost effective solutions are delivered by IBM, ensuring the appropriate Systems Architecture representatives and other IB representatives are engaged in the review
Perform due diligence review of standard new proposals for contractual adherence and agreed upon pricing, raising potential disputed issues to the IBM account team; escalate when appropriate to the Director IB Outsource Management
Prepare client financial summary breaking out yearly costs by appropriate component and cost element, based on the proposed solution for delivery to the client for their funding approval
Verify funding details and approval authorities received from the client and obtain final signoff from IB executive; provide approved copy to IBM and secure IBM dually approved copy
Advise appropriate parties of proposal approval and request server templates be provided to IBM
Manage Outsource finances, including charging projects based on implemented solutions and IBM billings for all year one project charges
Identify ongoing project costs hitting internal cost centre and tracking of assumed ongoing proposal costs for budgeting to estimate the countries’ expected future charges
Provide updates to Country Relationship Managers in preparation for quarterly meetings
Assist IB Senior Manager with the creation of the IB OM WILLS, items IBM is contracted to deliver on, baseline documentation
Identify process gaps and recommend solutions
Participation in monthly partnership report process with IB-BNS and IBM Management and weekly service request meetings
Provide data when required for reports such as IB Outsourcing Executive Reports
Contain costs by thoroughly understanding contract terms and ensuring proper adherence

197

Service Manager Resume Examples & Samples

Manage maintenance staff in the repair and maintenance of tractors and or trailers, fostering teamwork
Handle road service/troubleshooting over the phone
Manage parts function, purchasing, and issuing PO's when necessary
Manage quality control efforts for terminal operations
Oversee warranty program
Work with Foreman to accomplish daily goals
Manage all computer and telephone activities
Handle all people (driver) issues when necessary
Oversee terminal fuel process
Responsible for company vehicles
Manage tire program
Responsible for terminal maintenance budget
Serve as a resource for foreman on personnel issues; including but not limited to PTO, hiring, and disciplinary issues
Interact with drivers for counseling, problem resolution and general assistance
Monitor yard and facilities for compliance with all maintenance policies
Serve as liason to local community groups, regulatory, law enforcement agencies and Marten vendors
Assist Terminal Management on daily responsibilities

198

Service Manager Resume Examples & Samples

Providing leadership, direction and co-ordination of operational activities to a team of Case Managers
Providing a range of co-ordinated high quality case management services to stakeholders to promote sustainable return to work objectives
Driving change and optimise service delivery and overall team performance
Undertaking process improvement initiatives
Possess demonstrated leadership and coaching ability, with an aptitude for analysing information and making strategic decisions
Knowledge and understanding of workers compensation, case management and injury management
Strong customer engagement and influencing skills are a must
Expertise in building and maintaining effective internal and external relationships to deliver quality and sustainable customer relationships
The ability to deal with an influence

199

Service Manager Resume Examples & Samples

Bachelor’s degree (B.A.) or equivalent from four year college; or 5-7 years or directly related experience and/or training; or equivalent combination of education and experience
Must have experience in service and customer service management
Must have knowledge of accounting practices relating to budgeting and financial statements
Must have working familiarity with assigned maintenance equipment, construction and repair methods, materials, tools, and procedures, including a basic general knowledge of electricity, plumbing, carpentry, and cement work
Must be able to attend evening meetings as required
Customer Service oriented
Must be able to work as a team member
Must have working knowledge of Microsoft Word, Excel and Outlook

200

Service Manager Resume Examples & Samples

Supervise and manage administration support activities including but not limited to: account opening processes, modifications to existing accounts, compliance reviews, etc
Conduct Performance Management. Coach and provide ongoing feedback to staff, identify training needs, and prepare developmental and training plans
Redistribute work as required to maintain a fairly balanced work load amongst the RMA/ SSA teams
Regularly review internal control and regulatory requirements and self-test results to ensure that effective controls are in place
Work closely with the Sales Manager and Business Unit Control Officer to ensure service appropriately supports business initiatives
Schedule and coordinate new hire training rotation in the CI segment
Bachelor's Degree in Business Management, Finance or related field required or equivalent experience
Bilingual in Spanish and English
Series 7 and Series 24 required
Must be able to know and identify client’s needs in order to offer a superior service experience
Proven ability to manage teams in all levels of supervisory responsibilities - performance management, career development, process improvement, etc

201

Service Manager Resume Examples & Samples

Operation and management of the branch's service department
Accountable for financial for the profitability of department
Supervises and coordinates the daily activities of all Mechanics and the Shop Foreman and ensures staff is aware of job expectations and quality measures
Responsible for shop safety and ensuring safe work practices in shop and yard
Analyses defective equipment to determine cause of trouble and ensures the equipment manufacturers response for warranty coverage
Maintains preventative maintenance records on all company owned assets in the Fleet Management system in accordance with equipment manufacturer’s standards and corporate policies of safety and performance quality
Tracks and records registration and inspection due dates and ensures compliance
Inspects and drives repaired vehicles and equipment to verify repairs
Trains staff and demonstrates repairs and maintenance of vehicles and equipment
Searches for best price and orders necessary parts for repairs and maintenance and reviews new equipment options
Codes all shop and vehicle maintenance invoices for proper expense recognition
Conducts annual inventory and keeps all Fleet electronic records up to date for new purchases, write-offs, changes in status and employee assignment
Knows truck and trailer weight combinations to ensure compliance with the law regarding proper drivers licensing requirements
Ensures that all tools and shop equipment kept in the shop and yard area are secured to guard against loss and properly maintained
Uses a tracking system to check out miscellaneous field equipment as needed by the crews and maintains a log of where the equipment is at all times including rental equipment
Leads the recruitment, training and development of qualified employees
Works as a team with other Managers and Supervisors to ensure that all work is in good working condition and that repairs requests are made timely and spare crew trucks are available for substitution
5–7 years progressive shop and supervisory experience
Knowledge of MS Windows based computer program and basic computer skills
Ability to communicate with various people tactfully, respectfully and effectively
Able to make proactive decisions regarding Fleet needs based on known maintenance requirements to ensure the best practices for efficient movement of crews each morning

202

Service Manager Resume Examples & Samples

Act as primary connection for “day-to-day” operational IT services
Act as the primary connection between Service Delivery and the business for all aspects of IT operational service level management
Ensure that the expectations of the business with respect to IT services provided are managed appropriately
Ensure that regular Service Review meetings are conducted with business representatives to review service performance against the service levels agreed between Service Delivery and the business
Customer Service / Feedback Management
Develop and enhance relationships with business, actively managing expectations through timely communication & monitoring satisfaction levels
Proactively act upon feedback from the business, working with the Service Level Management team to facilitate the development of improvement initiatives
The Service Delivery Managers are responsible for agreeing changes to the IT infrastructure supported or provided by IT, working with teams across the breadth of IT and interacting with suppliers and the business as appropriate
A key part of the role is to act as a communicator, dealing with people at all levels and communicating with regards to serious or major incidents and changes
The role requires a high degree of interaction throughout the Business and IT to solve issues with the delivered services
A proven track record of performance within an ITIL-driven service management organisation
Preferably ITIL qualified to at least foundation level
A customer-facing background and a strong customer interface style are essential
Demonstrable strong interpersonal and negotiating skills, with the ability to influence at all management levels
An ability to analyse situations and develop reactive and proactive solutions is a key part of this role and as such a proven track record in this type of environment is essential
Ability to relate business priority to service issues
Able to work with both internal and third party organisations to determine and implement opportunities for continuous improvement
Strong ability to focus on and deliver to deadlines and ability to facilitate third party delivery

203

Service Manager Resume Examples & Samples

Contributes to the overall service goals by achieving Regional/Country quarterly and annual targets
Responsible for the local team organization and takes responsibility of the local Service Booking forecast
Manages, leads, organizes, directs, plans, controls and coordinates all Regional /Country Service Activities for the related products
Responsible for delivering the required services to all customers in the Region/Country in the most effective and efficient way possible in order to achieve a high level of customer satisfaction/loyalty
Fully implements all business processes, procedures and programs related to the BEA Service Organizations
Manages and actively participates in the field activities of the Region/Country and ensures timely and high quality Service Deliveries to our customers which exceeds their expectations
Always ensures highest professional relationships with our customer base to achieve customer loyalty, and escalates issues if necessary in order to solve critical tasks in the fastest way possible
Actively participates in the Contract Sales Process and promotes our contracts in order to achieve highest contract penetration rates
Leads and manages all the members of the team. Responsible to achieve high motivation of every individual resulting in a best performing Team
Assures the day-to-day management of the team in order to achieve highest efficiency and efficacy of the organization. Performs Field Service Activities in order to achieve the personal productivity target
Responsible for the completion of the Annual Performance Management process and owns compensation decision of the team
Minimum of 5 years’ experience in a technical service function is mandatory, ideally within heavy industries
Professional background in Electronics/Chemistry/Engineering or related subjects
Experience with X-Ray Fluorescence, Optical Emission Spectroscopy and Automation systems would be of advantage
Good knowledge of industrial markets (Steel, Cement, Aluminium, etc) as well as material science research would be a plus but is not mandatory
Excellent verbal and written communication skills, ability to work across all levels, functions and regions
Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
Multicultural management experience is advantageous
Excellent inter-personal, self-motivational and negotiating skills
Willingness to travel between 30-50%. For meetings, international traveling including US may be required
Strong Leadership and management skills
Excellent German and good English skills, both verbal and written, is a prerequisite
LI-KPI

204

Service Manager Resume Examples & Samples

Implement service strategy in the assigned area of business and ensure service business growth strategy being followed consistently in line with BU directions
Build sustainable customer approach with value added service products/solutions and be accountable for local client growth, satisfaction and retention along with sales
Manage service activities with effective execution and work towards improving on-time service delivery
Implement value chain element process and align the service business within the guidelines
Co-operate and coordinate activities with other divisions/BUs to harmonize service activities and identify areas of improvement and competency in customer setup to promote ABB solutions
Implement market segmentation and effective go-to-market strategy for system services to increase market penetration
Increase service sales on own installed base with effective utilization of Installed Base Management tool- ServIS and drive consistent development of processes and practices based on customer feedback (NPS)
Ensure healthy pipeline/market demand to achieve service budget and local service performance targets as agreed with global business unit
Apply existing risk review guidelines of BU in service business and be responsible for P&L of local service unit
Register, record and monitor service team certification with effective utilization of EPES business tool and ensure the service team is structured with well-defined roles, responsibilities and competence development

205

Service Manager Resume Examples & Samples

Manage FSTs and support staff work schedule including billable and warranty service, equipment installations, retrofits & upgrades, and preventative service jobs. Manage the responsibilities of PTD service group by maintaining effective communication, allocating resources efficiently, and mitigating on going customer issues. Insure timely monthly invoicing and reports as required
Provide phone and email technical support for all customers and service staff
In-house sales promotion - recommend parts, accessories, and Service work necessary to maintain safe and reliable operation of equipment
To manage all subcontractor activities which include, service activities, in house repairs and misc. assembly work. Coordinate support with Project Manager
Bachelors Degree or Equivalent Education/Experience required
Skilled in all aspects of machine tools (electronic, electrical, mechanical, pneumatics, hydraulics, and computers)
Solid understanding of PC usage and ability to learn various software/applications. Experienced with Microsoft Office programs Word-Excel-Access required, Experience with AutoCAD or related CAD systems preferred
Ability to read and write technical documents blueprints and schematics (electrical and mechanical)
Ability to motivate, organize, and achieve max output from subordinates. Ability to multitask and prioritize the duties of the staff
Knowledge of facility management and maintenance
Ability to communicate effectively with all levels of professionals and management

206

Service Manager Resume Examples & Samples

Coordinating services for all customers to ensure we deliver outstanding service
Recruit, hire, and train technicians to provide customer solutions
Perform quality assurance and ride-along inspections
Attention to detail abilities
Strong communication written and verbal ability
Has the ability to work non-traditional hours, including nights and weekends as needed
Possess a solid work ethic and desire to help promote and encourage environmental compliance and safety practices
Experience with scheduling, routing and inventory/ dispatcher management experience strongly preferred

207

Service Manager Resume Examples & Samples

Drive solutions that reduce customer complaints, protect brand reputation and improve process efficiencies in order to increase customer retention and loyalty and to maximise sales opportunities
Safety – Understand the health, safety, environmental & associated legal requirements that are relevant to the work and ensure the team complies with these. Help the team to understand and actively promote issues regarding health, safety & the environment
Conduct HS&E checks on engineers and contractors
Dimensions of Role – Type of Role: Managerial
Strategic Dimensions: implementation/tactical
People Management: Direct reports: multi-discipline field based engineers (L8). Deputise for the Manager in short periods of absence
Working Relationships – Team members to engage, support and motivate in order to achieve business results
Effective networking with other Managers and operational teams within the peer group, support services, contractors and suppliers to resolve issues, share best practice, measure the performance of the business and implement solutions to improve overall service levels
Engineer Academy team to address training and development needs
Safety Assurance Engineers/Manager to promote a Health and Safety culture
HSE and Gas Safe Register where necessary

208

Service Manager Resume Examples & Samples

Bachelor’s degree in Information Science and Technology, Business Administration, Computer Science, or a related discipline, or equivalent work experience
Typically requires a minimum of seven (7) years experience in information technology and business/industry work experience. This includes at least four (4) years of leadership experience
Three (3) or more years of budgetary responsibility preferred
Experience in service design, delivery, and/or enhancements
Work related experience and knowledge of data exchange within IT systems, application processing and troubleshooting
EDI B2B standards and methodologies preferred, and the ability to communicate in EDI terminology with internal teams, external trading partners and third party vendors
General knowledge of applicable programming languages used at ABC, working knowledge of operating systems; standard desktop applications
Good analytical, conceptual and problem solving skills to evaluate business problems and apply structured development methods to solve the problem
Excellent work ethics and ability to adapt to a constantly changing environment and ability to quickly reprioritize team activities
Excellent discovery and active listening skills. Self-starter, goal-directed, results-oriented and ability to work with a positive attitude
Strong analytical skills, conceptual and problem solving skills to evaluate business problems and apply ABC technical options to solve them. Ability to communicate effectively both orally and in writing and mentor team members. Strong interpersonal skills
Ability to prioritize work load and consistently meet deadlines. Good time management, strong organizational skills and attention to detail. Manage teams effectively with strong focus on overall achievement of goals and driving value for the organization
Experience in budgeting and financial management of large corporate projects and initiatives. Ability to build strong relationships

209

Service Manager Resume Examples & Samples

Monitor daily service calls (utilizing current business systems implemented) to ensure customers are receiving prompt response and call resolution. Goal is to provide world class service to our customers
Monitor technician performance and drive efficient utilization
Monitor technician expenses and costs associated with service contract fulfillment to ensure maximum profitability
Create and monitor technician development/training plan. Ensure we are attracting, developing and retaining top level technicians
Assist with service billing and service support contract questions/issues
Ensure all technicians have completed and comply with all corporate safety programs
Assist with the hiring and onboarding of new technicians
Meet with technicians regularly to ensure they are being kept up to date on corporate initiatives, news, goals and activities
Ensure quality service is being delivered constantly and consistently at the most reasonable cost possible
Associates degree in electronics, business, engineering or related field
Five years of supervisory experience in security service or related field
Strong understanding of business finances

210

Service Manager Resume Examples & Samples

Creating goals and objectives for the Service Department, which includes an annual operating budget and a marketing plan to promote new and repeat business
As needed, traveling to visit customers and dealers both to provide technical expertise, and to establish/grow relationships to enhance revenue
Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
Providing training on administrative policies and procedures for all department personnel
Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
Assumes other duties and responsibilities as directed
Prior experience managing a service department, preferably dedicated to servicing trucks and/or commercial vehicles
Demonstrated experience building and maintaining scheduling and staffing tools
Must have excellent communication skills with ability to interface directly with both customers and dealers
Must possess a high energy level with a strong work ethic
Ability to handle emergency situations calmly
ASE or equivalent certifications are preferred
Minimum fifteen years experience as in a Service Department, with at least 10 years in a managerial role

211

Service Manager Resume Examples & Samples

Accountable for the availability, performance and risk position of their services and applications in the production environment
Accountable for driving operational control and efficiencies as well as service improvements
Executing the agreed service and technology strategy
Vendor management for relevant services
Own the engagement with business stakeholders, to provide updates and progress on each service, to plan and approve changes and amendments to the service and to act as a point of escalation and single point of contact during the resolution of incidents which have a high business impact
Strong analytical and problem solving skills – able to understand the service and the business landscape, the interdependencies between the two and be able to delve into technical detail when required

212

Service Manager Resume Examples & Samples

Ensure quality customer relationships
Manage all aspects of communication and administration related to employment of location staff
Manage equipment repair and maintenance within prescribed % of revenue. Ensure all equipment is maintained according to policy and documented properly with all required permits
Ensure all assets are accounted for and parts inventory is adequate and within prescribed tolerance
Provides information and reports as required by Area Director
Five (5) or more years of oil field experience, with a minimum of three (3) years in a

213

Service Manager Resume Examples & Samples

Meet CSLM score of 90% for CitiGold
Process Implementation, mentoring and training of new joinees
Candidate Skill Specifications
Candidate Specifications

214

Service Manager Resume Examples & Samples

Provides supervision and management to the Service team
Leads and optimizes Service fulfilment processes and metrics
Provides visibility to key opportunities in the sales funnels for the business portfolio, taking necessary commercial steps to deliver results
Achieves Service Sales objectives and bookings/sales targets
Works with Service staff to promote customer satisfaction and to support team with service issues
Leads the rollout of focus initiatives and best practices, ensuring traction and follow-up on prioritized growth, productivity, and performance metrics
Coaches and drives a DBS culture in the Service organization
Conducts performance review and performance development of the Service team
Hires and trains new Service associates
Coordinates and manages Service personnel to achieve annual goals
Monitors actual vs. budgeted performance using reporting tools. Report goal accomplishment and variance analysis on a weekly/monthly basis
Contributes expertise to develop and commercialize new service offerings
Establishes and maintains relationships with key customers by making periodic visits, exploring specific needs, resolving problems, and establishing pricing strategies
Collaborates with Sales to establish and maintain relationships with accounts that indirectly influence the buying decisions of the customer
Collects and reports information on all competitive activity, business opportunities, sales trends and results within the Service market providing input during strategic planning and monthly business review
Bachelor's degree in a technical or business field, advance degree a plus (MBA preferred)
Minimum of 10-12 years business experience with 3-5 years in sales; and ideally 3-5 years field service management
Experience leading and/or developing field service organizations and processes
Ability to project manage and lead cross-functional teams
Comfortable in the field collaborating with Field Service Engineers, Customers and Sales
Must have experience in value selling of Service and thorough understanding of sales and service through various channels to market
Comfortable creating sales opportunities, processes + funnel from the bottom-up. Familiarity with CRM software (SFDC) a plus
Entrepreneurial spirit, Innovative. Think outside the box for future growth
Effective personal and project time management and ability to manage multiple tasks
Thorough understanding of the customer segments, trends, and market needs for Service (portfolio view)
Customer focused and uses Voice of Customer
Proactively promotes market analysis to improve competitor and customer understanding
Proficient in Microsoft Office, including Outlook, Excel and PowerPoint
Excellent presentation skills, displays confidence and ability to present ideas to diverse groups
Demonstrates a sense of urgency in problem solving and commitment to deliver revenue/profitability to plan
Has a strong results orientation and thinks critically about problems beyond immediate / near-term impact
Has the ability to separate the important from the trivial, ability to prioritize and focus on the critical few
Ability to influence others across all functional groups, including global stakeholders
Lives “continuous improvement” philosophy; develops/adopts new ideas/concepts to incorporate best practice
Willingness to travel for sales and service activities

215

Service Manager Resume Examples & Samples

Responsible for supervising and ensuring proper checking and bagging techniques are being used
Reports general store information to the Spirit and Spirit Too publications in stores with no Talent Relations Manager
Responsible for general public relations and “Spirit” initiatives within the store in stores with no Talent Relations Manager
Responsible for all payroll and accounting procedures and their implementation in stores with no Talent Relations Manager
In larger stores without a Talent Relations Manager, the Service Manager serves as the designated human resource manager to handle the hiring, training and orientation objectives
Responsible for safeguarding, controlling and monitoring all store assets, ensuring policies and procedures are implemented for control of assets
The Service Manager is required to work an average of 45-48 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs
Must be able to lift up to 50 lbs. and stand for long periods of time (up to 6 hours)
Ability to perform all physical aspects of the job, including but not limited to bending, lifting, standing, squatting, climbing, walking and at times running

216

Service Manager Resume Examples & Samples

Review sales contracts to become familiar with the details of each sale
Work closely with the installations manager to ensure good communication with new customers relative to delivery, installation and training
Plan, optimize and constantly review field service activities and ensure contractual obligations are met
Prioritize and lead improvement/corrective actions during escalations and crises situations
Work closely with the rest of the EMEA Inkjet team to ensure completion of field projects and initiatives
To ensure timely and accurate completion of Service Reports, Time Tracking, Site Visit Reports, Monthly business reports, Expense Reports and other business related documents
Work closely with sales team in the region to manage customer issues and ensure effective communication
Serve as key point of contact for the customers in the assigned region. Establish frequent contact with customers in a proactive effort to ensure customer satisfaction
Attend regular review meeting and present data for your area and improvement plans/corrective action plans
Development of team knowledge and expertise in line with service needs
Ensure timely and accurate completion of Service Reports, Time Tracking, Site Visit Reports, Monthly business reports, Expense Reports and other business related documents

217

Service Manager Resume Examples & Samples

Claims Authority provided, apply technical claims adjudication in line with processes and policies
Reviews internal team performance and provides feedback to make improvements
Reviews OSP MI to assess TPA performance and makes recommendations for continuous improvements required
Proactively handles escalated calls from Team Leader to ensure complaints are resolved at the informal stage, logged appropriately, trends analysed and used as an opportunity for future improvements
Contributes to effective written and verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSP’s as defined in the Communication Strategy
Escalates issues, risks, ideas/suggestions to senior management as needed to ensure business effectiveness and processes continue to be fit for purpose
Contributes to all meetings to support effective customer service, case management, TCF and cost control
Ensure audits and call monitoring is completed and reviewed within timelines and all action taken to redress and escalate
Monitoring of transactions through exception report sampling, audits and call monitoring and make recommendations for process improvements to drive efficiency and improved customer outcomes
Responsible for all team HR processes, including Attendance, Disciplinary and Capability Management
Responsible for hiring and recruitment activity including building strong relationships with direct educational agencies
Attend Account Management meetings and liaise with clients where required
Review dashboards and departmental MI to identify trends performance and product complaint trends
Review and update processes maps to ensure department works efficiently within regulatory guidelines
Ensure departmental policy and procedures are adhered to through regular monitoring (record keeping and end user policy, user recertification)
Help create a ‘customer driven’ culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals
Conduct monthly reviews and 6-monthly appraisals with direct reports to review performance and progress in line with the T and C Scheme and Capability Process
Support Manager with the implementation and delivery of process improvement and new departmental initiatives where required
Liaise with the Training department to organise relevant training sessions and provide product, system and customer service training to staff where required
Effective and confident problem solving skills required to make decisions in absence of Senior Manager
Participates in self development, through training, mentoring, content specific training, as well as feedback to line-manager on progress
Carry out your accountabilities and objectives within the framework of our TCF policy and ensure decisions made are have the customer central to the decision process

218

Service Manager Resume Examples & Samples

Resolving product or service problems and disruptions and customer complaints during warranty period of unit or parts
Visit customer to maintain good relationship as needed
Creates and conducts proposal presentations
Provides all necessary reports including forecasts in an accurate and timely manner
Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team
Minimum Bachelor degree with educational background of Mechanical Engineering or equivalent
Minimum 10 years experience in managing service team, both service centre and field service
Demonstrates strong leadership to manage diversity in various level within service team member
Familiar with ERP system to manage service & sales process
Strong drive & result oriented
Excellent communication and interpersonal skill to deal with both professional and technical people
Sound knowledge and skill of sales management & commercial
Strong analytical skill
Proficient in English both oral and written
Willing to travel with high mobility

219

Service Manager Resume Examples & Samples

Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field
Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems
Technical trade school degree or equivalent education, or equivalent experience required
Intermediate level of relevant work experience, including team leadership experience, required

220

Service Manager Resume Examples & Samples

Ensure all service incidents are actively managed to resolution and business impact/disruption minimised
Ensure clear and concise service communications relating to operational service
Ensure requests, queries and escalations are managed and responded to in a timely manner
Identify, drive & manage continuous service improvement initiatives are managed in line with expectations
Ensure supporting ITIL processes are evidenced and adhered to
Build strong customer relationships, locally and globally
Provide business stakeholders a clear point of escalation
Evidence effectiveness of service provision in line with business expectation through service trending and analysis
Ensure successful transition of change into the production environment
Measuring effectiveness of Service provision through agreed governance frameworks and scorecards
Responsible for taking decisive action where service levels fall below agreed and acceptable levels
Continually demonstrating value and excellent collaboration between all service stakeholders – internal and external to Standard Life and irrespective of organisational structures
Maintain Service Catalogues for all critical services including agreed service hours and SLAs
Ensure successful transition of Change into the Production Environment

221

Service Manager Resume Examples & Samples

Gather, analyse and report availability metrics weekly / monthly / quarterly for each Business Service for Service Level Reviews and wider publication, including Exec dashboards
Liaise and communicate with Technicians, Operation Managers, Service Management, and Business Owners to develop SLAs and availability targets and capture and report on results
Work with other Technology teams such as Infrastructure, Data, and Product Support for input to SLA / Availability metrics
Be aware and actively capture information on all Business impacting outages utilising automation where feasible
Follow Service Management processes based on ITIL principles
Gather and report on key performance and quality measures to key stakeholders in support of the Service Management
IT Life-Cycle Management
Knowledge Management Systems
Help Desk Applications and Service Now / iService
Asset & Configuration Management Processes
Work as a team with others
Build strong relationships with colleagues
Identify personal priorities
Demonstrate enthusiasm
Deliver work to high standard
Solve challenging problems
Be driven to improve yourself and the way things are done

222

Service Manager Resume Examples & Samples

Responsible for creating a clear vision of success in service within the organization
Participates and collaborates with others in the development of Service initiatives globally
Responsible for planning, developing and implementing long term business strategies and short term tactics designed to achieve strategic results
Prepares comprehensive annual plans including key initiatives, market assessments, competitive evaluations, business line objectives, key performance metrics, financial budgets and related balance sheet items
Recruit, develop and manage a strong functional field service and service back office team
Continuous improvement in Customer Satisfaction level as measured by a number of main KPIs
Grow service revenue and profitability at 2xProduct sales growth; depending on market conditions
Provide accurate and substantial amounts of feedback from field and office experiences to SBU/PO
Directs operations to achieve service business targets and other performance goals while maintaining a focus on the overall success of Eagle Product Inspection
Projects a distinct and compelling image and presence in the marketplace to differentiate Eagle Product Inspection's service business from competitors
Assures that established policies and procedures are fully understood and followed by everyone
Actively networks and interfaces with business peers and establishes and maintains business, builds external business partnerships as required
Promotes teamwork, identifies and ensures professional development of staff members
Ensures that service operates within globalized processes as defined within corporate infrastructure
Works with Quality Management team to monitor customer satisfaction and develop enhancements to quality processes, acts as the champion for the business to support our quality initiatives
Acts as a champion for improved process efficiencies and change based off of business demands
Maintains and helps support METTLER TOLEDO and Eagle Product Inspection's culture, vision, values and the overall reputation of the organization in the marketplace through relationships with peers, customers, suppliers, and partners
Manages and controls departmental expenditures; allocates resources among a diverse set of functional and business needs
Balances short and long term goals to achieve continuous improvement, remains apprised of very large and diverse sets of activities, is able to identify and to solve problems quickly
Insures the development and implementation of policies, procedures and strategies for improving quality and customer satisfaction
Must be an experienced and outstanding leader who has several years of line management experience, operations capacity and a demonstrated record of accomplishment in successively more complicated and demanding roles and responsibilities
High achievement motivation is critical – as indicated by having a strong focus on results, being disciplined and well organized, holding people accountable and seeking challenges and thriving on accomplishments
Demonstrates and utilizes strong strategic influencing skills – indicated by a comfort with power and use of an extraordinary variety of direct and indirect methods of influencing a diversity of people
Demonstrates an open flexible and adaptive leadership style
Must be a complete business manager who can and will take responsibility for all aspects of running and growing the service business and “owning” the bottom line; is organizationally astute
Is an individual with high energy, stamina and operates with the highest integrity and ethics
Ability and dedication to diversity and cultural differences to build a high performing team
Is a dynamic motivator of staff, has a passion to succeed and possesses unique skills as a coach
A person who has excellent interpersonal skills and proven qualities of leadership
The individual will be results-oriented, professional, a creative thinker and will demonstrate a passion for the success of the business
Must demonstrate flexible, innovative and adaptive decision-making
Must clearly be a professional capable of functioning with the confidence and credibility at every level of an international business unit, group or corporate organization
Is an excellent communicator; with strong listening skills, good presentation and public speaking skills, is persuasive; has the ability to motivate a diverse staff – through infrequent meeting and often by phone & WebEx only
Good understanding of X-Ray Inspection technologies
Leading by example when it comes to effort, attention to detail and use of company

223

Service Manager Resume Examples & Samples

The Control M Administrator will provide operational support and guidance to internal clients
Self-starter and able to take ownership of implementing new policies and procedures for Control M
This includes identification, analysis and root cause resolution with various support and management teams
Able to articulate and present Control M processes and procedures
Coordinate and provide significant input to project planning and application design
Apply vendor patches
Create, maintain, and manage to project plans
Participate in unit, integration, system and regression testing
Application monitoring
Track application performance metrics and report out to management
Coach and mentor less experienced team members
Coordinate end user communications
Provide status reports to direct manager and director level leadership

224

Service Manager Resume Examples & Samples

Ensure adequate staffing for high volume of external inbound customer and sales agent inquiries
Transact routine financial and non financial activity on client accounts with both expediency and accuracy
Assist team members daily to complete work in order to meet departmental and regulatory standards
Effective decision making based on comprehensive case analysis
Demonstrate valuable interpersonal skills
Ability to complete tasks within provided deadlines
Handle escalated issues as necessary
Set priorities for the team based on business needs
Provide routine feedback to direct reports to assist in achieving potential
Bachelor’s degree - Finance or Business discipline preferred or equivalent work experience
A minimum of 3 years of experience managing call center highly preferred
Accountable, ethical, good decision making ability
Good computer skills and ability to multitask
FINRA Series 6 license required (employment contingent upon passing within 6 months of hire)
Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications)
Industry recognized courses and designations (ie. like LOMA but not limited to).Certifications (ie. Call Center Associate Certification)and other relative activities highly preferred

225

Service Manager Resume Examples & Samples

Drive
Ambition
Lateral thinking (not all solutions have an obvious answer)
Excellent communication ability at all levels with presentation experience
Pragmatism and the ability to negotiate well
Business minded – how to create IT value and relate it to the business
Service focused with a drive for continual improvement
Experience of working in a well regulated business is essential
A strong understanding of the ITIL framework and Problem Management’s integration and importance to Risk mitigation is highly desirable
Experience of working in or the implementation of ITIL v3 practices is highly desirable or other formal ITSM frameworks
An appreciation of varying technologies and current market trends in technology is advantageous as this role as it will interact with varying teams from hosted/ cloud Infrastructure to front end consumer applications, and ecommerce platforms
Experience of working with outsource/ strategic partners is desirable

226

Service Manager Resume Examples & Samples

Completely understands and applies job practices, techniques, standards, principles, theories, and concepts. Possesses general knowledge of other related disciplines
Provides technical solutions to a wide range of difficult problems. Develops solutions that are imaginative, thorough, practicable, and consistent with organization objectives
Independently determines and develops approaches to solutions. Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives
Contributes to the completion of specific programs and projects. Failure to obtain results, reaching erroneous decisions or making recommendations would typically result in serious program delays and considerable expenditure of resources
Interacts frequently with inter-organizational personnel and external customers. Represents the organization by providing solutions to difficult technical issues associated with specific projects

227

Service Manager Resume Examples & Samples

Minimum Bachelor’s degree in Computer Science or equivalent experience
Good knowledge of Unix and/or Linux
Customer relationship experience
A good command of the English language
5-8 years in a similar or a software development role
Particular interest in technical problem solving
Good programming skills in a range of languages (Python and Java preferred)
Distributed version control systems such as mercurial, git
Databases (Oracle preferred)
Other: Univa Grid Engine

228

Service Manager Resume Examples & Samples

Ensuring that your team fuels exceptional customer service – all day, every day
Serving as an ambassador of the Smokey Bones brand
Setting high standards service, hospitality, salesmanship, and a lively atmosphere and consistently holding your team to those standards
Making guests feel welcome and important
Providing knowledge, guidance and training to front-of-house staff
Addressing and resolving customer complaints quickly and with a smile
1-3 years’ restaurant management experience; casual dining background preferred
High-energy, motivational and fun personality
Excellent problem-solving and conflict-resolution skills
Open availability

229

Service Manager Resume Examples & Samples

Experience working in afterschool setting
Experience in lesson planning
Experience working with middle school youth
Facilitation or presentation experience preferred
AmeriCorps experience preferred

230

Service Manager Resume Examples & Samples

You are accountable for the overall service relationship on behalf of BT within your customer base & seen as a trusted advisor
Through excellent customer relationships & continual service improvement, you support our strategy for sustainable, profitable growth
Our customers value our people- you represent our people in the eyes of our customers
You are accountable for the in- life service we deliver within a defined customer base
Forming an integral part of our Design & Delivery Organisation, you will strive for continual service improvement & building collaborative relationships with customers & stakeholders as you strive to deliver an exceptional customer experience
Customer Experience Champion – You will enhance customer experience by leading on service improvement initiatives through our deep insights programme
Continual Service Improvement – Driving proactive continual service improvement for your customers & improving customer experience/ NPS
As required implement a service improvement plan (SIP) to address any risks relating to the delivery of service in line with agreed service levels & customer feedback
Accountable for Service – You will proactively manage a small number of strategically important customers, implement an effective governance model & have regular face to face engagement at a mid to senior level
Be the customer advocate in BT & work within internal stakeholders to ensure contractual SLAs are met
Supplier Management- Drive 3rd party supplier performance
Incident Management-A point of escalation for your customers & ensuring appropriate level of stakeholder engagement & communication- root cause analysis & corrective actions identified & implemented
Be the voice of BT & work with customer to ensure their awareness of contractual obligations. Proactively promote and reinforce what BT does well, develop and deliver action plans to address areas where we need to improve
Risk Management- Proactively identifying risks across your account base, ensuring all risks are documented, communicated & actively progressed through to resolution or acceptance
Support the account team & business director to grow the revenue & improve the profitability of the account
Demonstrated ability to build key trusted relationships with customers & internal stakeholders with mid- senior level engagement
Experience working in a managed service environment with knowledge on mobile technically, IP networks & ICT
A strategic thinker that identifies new business opportunities & works closely with Sales team to drive your business
ITIL background & proven track record in delivering continual service improvement
Proficient in Microsoft office- Excel, word & PowerPoint

231

Service Manager Resume Examples & Samples

Responsible for performing field service start up and/or repair and for providing technical training and advice to owners and operators of Nortek NAS equipment as and when needed. Responsible for setting up and adjusting units for maximum efficiency and trouble free operation. Responsible for diagnosing, correcting and reporting in detail all phases of operation and trouble on all models of equipment manufactured by Nortek Air Solutions
Work performed requires knowledge of and ability to apply principle of electricity, refrigeration and air-conditioning to start up and trouble shooting problems. Requires knowledge of structure and operations of all models of equipment manufactured by the company. Requires knowledge of controls as to individual components and systems
Work performed requires excellent mechanical ability and good judgment. Requires ability to read and understand blueprints and electrical circuit diagrams. Requires ability to use hand tools, test equipment
Requires ability to handle people in such a manner as to assure an effective, satisfactory working and customer/supplier relationship. Requires ability to communicate technical information both verbally and in written form
Inefficient performance of job duties could lead to damaged or malfunctioning equipment, danger to operators, loss of actual and potential customers
Bachelors Degree (BS) in Business Administration or Related Field
5-7 years of experience operating a field service and maintenance program/process
Demonstrated the ability to collect, develop and present information to sales, customers, sub-contractors, affiliates and senior management
Have ability to work with and implement Service Management Software to manage project requirements
Demonstrated track record of results and increased responsibility through career
Experience managing a fleet of vehicles and tools
Exhibit the highest standard of personal ethics at all times and adhere to all Nortek policies
HVAC Industry experience required

232

Service Manager Resume Examples & Samples

Compliance: policy, standards and guidelines
Governance: Benchmark and maturity model in line with industry standards (BS15000/ISO20000)
Lifecycle: required processes, procedures, tools and related local collateral
Deployment: identification of improvement projects required along with assistance to build business cases in order to execute full deployment at regional level
Capability: execution of regional Service Management training plans
Operational: - Customer facing Service Management
Regional alignment of Global Service Management Strategy:vision, policy, standards and guidelines
Regional governance through benchmark and maturity
Regional deployment through active improvement projects of processes, procedures, tools
Provide regional leadership for Service Management related toolsets in addition to provide localised subject matter expertise for functional areas
Provide active mentoring and coaching for key Service Management individuals across the region
Drive Service improvement activities with key IT Suppliers in line with strategic supply/demand direction
Co-ordinate and manage Service Management reviews with key suppliers
Co-ordinate and actively work with the Global Service Management teams in supporting customer related projects and provide input and regional support
Contribution to improving the region BU P&L through effective usage of IT infrastructure and services
Monitor all orders placed by regions in the suppliers order report and control cost charged by suppliers
Define and monitor all services provided by suppliers and control the KPIs
Collect all reporting requirements to define a common reporting solution
Management of external / internal vendors including IT Services
Management of Software Licences
Establish strong working group forum internally to promote and actively deploy Service Management best practice across Logistics and external IT Forum
Build strong relationships with suppliers (internal / external)
Manage the performance of both internal and external suppliers against agreed KPIs
Develop strategic planning with identified major suppliers
Deployment and governance for required Service Management Processes
Actively coach and motivate the Service Management team, including retention, monitoring performance in relation professional capability
Enhance IT Managements level of Service Management knowledge
Provide regional leadership and guidance for the country Service Management teams
Institutionalize a service culture across the regions IT functions
Ensure development of a comprehensive Service Management training plan for regional IT teams

233

Service Manager Resume Examples & Samples

Generate sales, demonstrate and maintain a professional standard of guest service
Assist store manager in maintaining an enthusiastic and professional standard of guest service
Provide training resources for employees in POS, product knowledge, guest service, and sales
Administer company and store policies and guidelines
Assist Store Manager in monitoring and controlling daily payroll budget
Recruit and assist in training and maintaining a quality core staff
Protect company assets through loss prevention techniques
Maintain all company paperwork according to policies and standards
Assist Store Manager in supply orders, MSDS, OSHA, and audit standards for store
A minimum of 3 years of cycling experience - preferred
A minimum of 1 year of cycling retail management experience - required
Familiarity with rental and retail POS system - preferred

234

Service 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
Extensive knowledge and understanding of the technologies that underpin our services
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
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

235

Service Manager Resume Examples & Samples

Good Technical understanding of Cloud service offering, with a sound appreciation of the associated business processes
Define and update asset definitions in CMDB and asset registry
Manage user roles, groups and permissions for hardware/software assets
Manage cloud environment using cloud management tools
Certify new asset compliance with Barclays security policies and procedures
Provide system monitoring and reporting
Set standards and ensure a robust MI capability is in place to provide a holistic view of all BHS cloud activities
Set up and conduct assurance activities
Set up on-boarding and provide advice and guidance on processes
Ownership of billing methodology and reporting
Works closely with Service Management teams to operationally support cloud services by ensuring the policy set is embedded
Set up and provide pro-active capacity management for cloud services
Good technical understanding of the Cloud technologies that underpin our services and experience of/ or desire to learn cloud management tooling
Excellent understanding of service now or other service management CMDB tools
Understanding of Finance process and procedure to implement and enable bill back to customers
Excellent understanding of risk management – and experience of using risk management tools and processes
Can design, implement and then manage lean, effective and robust processes and controls
Can document complex systems and procedures in manner able to be consumed by non-technical audience
Understanding of Role Based Access controls and tooling
Experience of managing Confluence or SharePoint sites an advantage
Experience working in a service based environment
Experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)

236

Service Manager Resume Examples & Samples

Two to Three years? service or collections management experience in a call center environment
Strong understanding of customer service experience
Demonstrated ability to coach and develop direct reports
Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
Bachelor?s degree or equivalent military experience
Five years Customer service experience
Experience in a consumer lending environment
Experience managing in a multi-site contact center

237

Service Manager Resume Examples & Samples

No automotive experience required, but a plus
Friendly, outgoing, people-oriented
Fast paced, multi-tasking, able to work under pressure
Must have high school diploma or equivalency

238

Service Manager Resume Examples & Samples

Workspace & User Experience (WUX) is part of GTIS, and is the gateway to IT for all in Barclays Group, providing fit for purpose platforms for computation, collaboration & mobilisation
Responsible for delivering efficient access to IT services to support the realisation of the business strategy by providing a technological competitive advantage with which to best serve the customer
WUX encompasses the IT Service Desk, desktop, email, Intranet, mobile devices, managed print, video conferencing, application packaging and provides support in such functions as Business Performance & Improvement, Best Practice & Governance, Estate & Asset Management, Disaster Recovery, Capacity Management and Communications
WUX supports over 219,000 client desktops/laptops, 200+ video conference rooms, 54,167 active Intranet sites, 16 mail environments, 196,000 mailboxes, over 15,000 Application Packages and 360+ VIP users globally within Barclays
Service Documentation – Ensuring service related documentation and information is managed and maintained such as service level agreements, service hierarchy and relationships etc
Service Improvement – Defining service improvement plans, supporting business cases for change and promoting best practice amongst the service offering
Service Roadmap - Maintaining a clear view on the service strategy and technology roadmap, to support stakeholder planning, business modelling and user experience
Risk Management – Identification and remediation of risks in relation to the service and associated products
Financial Management – Understanding the different cost aspects and influencing factors of the service, with a view to identifying and achieving cost savings or cost efficiencies for the organisation and our customers

239

Service Manager Resume Examples & Samples

Work with
Manage risk across the portfolio including NCR’s, Production Assurance, vulnerabilities
Analysis, approval and stakeholder communication of technology change on services within your portfolio, in conjunction with the associated Service Engagement Managers
Ability to take a logical approach to problem identification, solutioning workarounds, root cause investigation and lead participation in Post Incident Reviews

240

Service Manager Resume Examples & Samples

Service Staff Recruiting, Training and Development
Staff department in order to optimize customer opportunities and productivity
Train Service Advisors daily using role-play, evaluation checklists and quizzes to ensure they are well versed in the service process
Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs
Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying development needs, coaching and mentoring
Customer Engagement
Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner
Flat Rate Hour Production 5% increase YOY
Customer Satisfaction Index 100%
Service Net Profit Retention 50%
Customer Pay Labor 5% increase YOY
Service Audit Ranking A
Presentation skills - ability to present information in a clear and professional manner
Accounting - knowledge of basic accounting principles
Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time, reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or hearing over 2/3 of time, move, transport or place up to 1/3 of time up to 50 pounds, safe driving based on current conditions and applicable laws
Working Conditions: Moderate to loud noise and exposure to outdoor weather conditions

241

Service Manager Resume Examples & Samples

To manage all day-to-day running of the Service area
To operate within a cross-functional, multi disciplined team to ensure customer expectations are met
To achieve service area targets associated with Quality, Cost, Delivery and Flexibility (responsiveness)
Responsible for achieving contract cost to budget for defined work within the Service area
Responsible for maximising business improvements within defined area
Maximising potential of staff
Has responsibility for administering disciplinary procedures in accordance with the Company’s Disciplinary and Grievance Procedures
Management of Health, Safety, and Environmental issues adopting a proactive approach to the management within the department, developing behavioural safety and ensuring full compliance with all applicable legislation
Responsible for developing a Service culture within the department, maximizing responsiveness / customer focus, and developing both internal and external customer relationships
Responsible for managing overhead and cost recovery encompassing departmental budgets (personnel and non personnel) and key output requirements, ensuring all spend are correctly authorized and within budget
Contribute to strategic planning ensuring resources and investments are aligned to workload projections and new business opportunities. Responsible for the planning and execution of department workload, balancing load across both internal and external resources to minimize cost and maximize on time delivery
Responsible for tender cost estimating within the department, providing accurate cost and delivery information in a timely manner. To manage work scope variations in line with both budget and customer requirements
Delivery of customer orders on time and within the budget established at the tender stage. Proactively manage contract risk, ensuring customer expectations are met
Ensure all communications are SMART and timely between all areas within the company and support Engineering / Sales & Marketing / Project Team to ensure internal and external customer interfaces are co-ordinated professionally

242

Service Manager Resume Examples & Samples

Interviews, trains, recommends selection and evaluates support staff and student employees
Prepares periodic departmental reports
Directs and controls work schedules and projects staffing needs
Responds to inquiries and complaints in order to resolve service problems
Participates in the resolution of employee complaints and grievances
Makes recommendations for organizational changes and/or equipment applications
Provides technical advice and supervises repair and maintenance of equipment
Oversees the delivery and approves the purchasing of the Department's/Unit's low value and infrequently purchased equipment and supplies

243

Service Manager Resume Examples & Samples

Assists in budget analysis, projections and preparation and prepares departmental financial reports
Maintains records of operations and services in order to evaluate the effectiveness of the unit
Prepares and approves requisitions for supplies, equipment and materials on an ongoing basis
Interviews, trains, recommends selection, schedules and evaluates support staff
Performs duties normally associated with a Service Manager I in order to complete necessary work

244

Service Manager Resume Examples & Samples

Reviews financial projections and expenditures of funds
Plans and organizes objectives for departmental operations
Controls two or fewer departmental accounts in order to ensure compliance with budgets
Performs periodic inspections of work sites in order to ensure safety procedures are followed and to check quality and quantity of work performed
Assists in preparing staff projections and developing and monitoring staffing plans
Interviews, recommends employment, evaluates and reviews the performance of the support staff
Reviews plans and specifications for new construction and alteration projects
Assists in overseeing daily administrative functions throughout the department
Performs duties normally associated with a Service Manager I and II in order to complete necessary work

245

Service Manager Resume Examples & Samples

Assists in preparing departmental budgets and reviews financial projections and expenditures of funds
Plans and organizes objectives and long-range programs for departmental operations
Prepares short-term goals and objectives for the unit
Controls multiple departmental accounts in order to ensure compliance with budgets
Performs periodic inspections of work sites in order to ensure that safety procedures are followed and to check on quality and quantity of work performed
Performs duties normally associated with Service Managers I, II and III in order to complete necessary work

246

Service Manager Resume Examples & Samples

Evaluates client's needs and the Unit's staff, equipment and budget in order to adjust and add services
Plans, directs and reviews activities of subordinate personnel including interviewing, hiring, training and evaluating staff performance
Manages the Departmental budget
Researches, prepares and implements long-term goals of the Unit/Department
Develops purchase plans for equipment and supplies and controls Department accounts in order to assure economical operations
Advises administrators, program planners, faculty and other professionals on departmental services
Responds to inquiries and complaints from on- and off-campus groups and individuals
Participates in University and Departmental policy, procedures and planning committees

247

Service Manager Resume Examples & Samples

Customer service and operations experience
Financial Management and budget experience
Reporting background – Collecting data from multiple sources and interpreting results
Leading remote teams of direct and in-direct reports
Senior Stakeholder management
Project and resource management
Infoview / Clarity / knowledge desirable

248

Service Manager Resume Examples & Samples

Direct supervision of all truck mechanics and technicians
Entering all service and fleet activities into the company's business systems
Maintaining, organizing all hard copy and electronic truck files and records
Developing daily and weekly job work schedules for trucks needing service and PM work
Supervising and approving "check in" and "check out" status of all trucks
Constructing and assigning individual job work orders
Compile and distribute equipment status reports daily
Tracking PM intervals to ensure PM work is completed consistently as required
Notifying customers of required PM Service schedules, validate the work is completed
Troubleshoot and diagnose hydraulic and electrical systems
Work alongside shop personnel as required performing service and PM work
Parts inventory and control. Constructing weekly parts orders and performing weekly cycle counts
Maintain a clean and respectable facility, equipment and work environment
Travel as needed from time to time to facilitate service and repair activities in a timely manner
Conduct safety meetings for staff and conduct operations in compliance with all safety standards
Operate all company owned equipment and vehicles in a safe, lawful, and respectful manner
Insure all policies and procedures are being followed
Identify training needs for shop staff
Insure all staff maintain a professional appearance and conduct themselves in a professional and respectable manner
Engaging with customers by phone promoting rentals and parts sales and building customer relationships
Perform all scheduled PM inspections of chassis, hydraulic, electrical, air and water systems
Performs all scheduled PM inspection and repairs of vacuum body, hydraulic, electrical, air and water systems
Performs and documents "check in" and "check out" inspections of fleet equipment
Tests all OEM operating functions of the working body of the truck
Troubleshoots and diagnoses any deviations from expected functionality
Good computer skills, including Word, Excel and Outlook
Demonstrated computer skills to effectively use company business systems for the administration of shop actives
Must be very organized and possess the ability to multi-task
Excellent communication skills with the ability to work and lead as part of a team
Self-motivated, shows complete accountability, is timely in all assignments
Establishes credibility and trust easily, respects confidentiality and ethical standards
Able to demonstrate solid understanding of hydraulic systems, electrical troubleshooting
Ability to read, analyze and interpret technical data, drawings and schematics
CDL or the ability to obtain a CDL with tanker and hazmat endorsements
TWIC card or the ability to obtain a TWIC card
Ability to administer DOT and tank inspections is preferred but not required
Five (5) to ten (10) years' experience in similar shop management role
Ten (10) years of industrial mechanic experience, heavy equipment or heavy truck experience
High School Diploma - Required
Two (2) to four (4) Yrs. continued education in applicable area. - Preferred
Two (2) to four (4) Yrs. Continued education in business or management fields

249

Service Manager Resume Examples & Samples

Accountable for the operational delivery of technology services to business stakeholders within agreed levels of service
Accountable for the design and transition of pipeline services into production
Accountability for communication to stakeholders and WTW Associates during P1 Incidents and Major Incidents
Accountable for ensuring that the Analytics Technology Service Portfolio/Catalogue is accurate and is maintained
Accountability for maintaining/keeping up-to-date systems documentation to ensure the successful operation and maintenance of the systems
Actively participate in the Analytics Technology management team
Problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems
Leads service review meetings (with IT and the business)
Designates Service Managers, Release Managers and their backup Service Manager(s)
Coordinates communication among support staff and systems staff
Provides input into service attributes such as performance, availability, security, etc
Production of key performance and service management reports
In conjunction with the Vendor Management function, ensures suppliers are meeting SLA’s and escalating issues regarding performance of suppliers
Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the each respective business unit
Works with business leaders and managers to identify and prioritize service improvement
Plans for service future state, strategy, capacity
Coordinates all cross-functional Technology requirements, activities and resources for system changes and upgrades
Works closely with Technology management, Project Managers, Business Analysts and Developers who are pursuing business initiatives and projects that will impact the Service Portfolio
Leads Operation Acceptance for pipeline services
Manages the release programm for the transition of services into the live environment
Leads a continuous service improvement program across the service lifecycle
Working with the Analytics IT Operations Director, prepares plans and budgets for enhancing the systems and for ensuring that the service level agreements are met or exceeded
Working with the business and IT leaders to establish SLA’s and OLA’s for each application service and for organizing service management team, financial resources, and third party providers to meet or exceed the Service Level Agreements
A good understanding of the WTW organization
Good relationship skills
Able to solve complex problems
A good communicator
Ability to react to and manage situations based on impact and urgency
Self-motivating

250

Service Manager Resume Examples & Samples

Responsible for managing the operational planning, delivery quality and adherence to plan to achieve committed fleet health requirements across all in region customer accounts
Regional responsibility for the delivery of covered services, ensuring services provided achieves contracted commitments and meet or exceed customer expectation
Responsible for the integrated planning and governance of process gate reviews covering all Entry Into Service plans across the in region customer accounts ensuring that covered services are in place and executable upon customer entry into service
Responsible for ensuring customer satisfaction of delivered services
Responsible for working with the region’s Quality Manager to drive the Service Delivery Failure 8 step investigation process for issues ensuring that corrective actions are agreed with account management teams and are fit for purpose
Responsible for fleet transition activity associated with operational return conditions to include the provision of MRO records and engine data sets. Aids customer manager with new customer entry into service
Responsible for campaign planning of NMSB’s and/or AD’s, ensuring that all activity is tracked and completed on time providing support to manage any issues affecting compliance
Responsible for coordinating the region’s Services SORB data and acting as a focal point with the service lines to ensure load and capacity are in place to meet the demand
Supports Head of Services in strategy planning to improve existing services and innovating new future services that secure market position for the long term
Must have a Bachelor’s Degree Engineering, Business or Operations and 8+ years of Technical or Service experience
OR must have a Master’s Degree Business or Engineering and 6+ years of Technical or Service experience
OR must have an Associate’s Degree Engineering, Business or Operations and 12+ years of Technical or Service experience
OR 16+ years Technical or Service experience in lieu of a degree
Experience of operating in a complex global environment and dealing with multi-national teams
Experience of MRO and Service Line Management
Good understanding of service delivery process and organizational responsibilities
Experience in planning and modeling
Experience of lean methodology and process improvement

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Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

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Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

Service Manager Resume Examples & Samples

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