Operations & Service Manager Job Description
Operations & Service Manager Duties & Responsibilities
To write an effective operations & service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included operations & service manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Operations & Service Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Operations & Service Manager
List any licenses or certifications required by the position: ITIL, PMP, II, CISSP, PMI, RCV, OSA, IAT, CSM, V3
Education for Operations & Service Manager
Typically a job would require a certain level of education.
Employers hiring for the operations & service manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Engineering, Management, Technical, Business/Administration, Computer Science, Communication, MBA, Leadership
Skills for Operations & Service Manager
Desired skills for operations & service manager include:
Desired experience for operations & service manager includes:
Operations & Service Manager Examples
Operations & Service Manager Job Description
- Achieve business and organization goals, visions and objectives
- Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers)
- Identify opportunities to optimize supplier base, re-bid services, terminate contracts
- Responsible for high level of customer satisfaction in the region
- Functional and disciplinary leadership of the Service Team in the region
- Responsible for developing the personnel ensuring their motivation, continuous development and achievement against regional targets
- Dealing with complaints continuous supervision of the customer satisfaction
- Developing actions on the basis of provided market analysis
- Motivating and educating staff to deliver on departmental customer satisfaction to ensure our customers receive world class service
- Handles or assists in resolving the most complicated technical and/or complicated transactions and operational issues
- Office 365 skills a plus
- Reporting and analysis of operational metrics in an application maintenance environment, preferably in an outsourced managed services contract environment
- Administering service delivery compliance to managed services contracts
- Project management tools and methods, including Agile and Lean, desirable
- Ability to influence and lead others, without direct reporting relationships
- Confident presenter in formal and informal settings
Operations & Service Manager Job Description
- Establish and maintain strategic level working relationship with functional counterparts in the Technology Domain teams
- Generate strategies for enhancing operational efficiency and effectiveness ways to improve productivity across functional areas within the process area
- IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools
- Drive Service Introduction planning and decision making processes in line with organisational time lines
- Manage the service improvement roadmap and ensure process artefacts are regularly reviewed, audited and subject to continual improvement to remain fit for purpose
- Builds and maintains relationships with HR partners and line of business executive teams and hiring managers in support of hiring needs and goals
- Builds and executes talent acquisition strategies in support of a defined line of business(es) Supports a significant portfolio of requisitions and manages workflow and volume of portfolio for their recruiting team
- Manages an outstanding recruitment team to support business strategies
- Produce monthly operating report detailing center activity, trend analysis, goals/objective status and special projects
- Ensure staffing levels are appropriately addressed by overseeing staffing based on analysis of call patterns, call volume, available personnel and adjusts departmental schedules based on needs
- 5-7 years leadership experience, extensive customer service and financial services experience, strong communications skills, able to handle multiple priorities and deadlines efficiently and effectively
- ITIL training or certification is consider an advantage
- Has full supervisory responsibility for a department
- Must have familiarity with standard communications and collaboration tools/platforms, , SharePoint, Slack, Salesforce Chatter, Yammer
- Extensive knowledge and understanding of change, configuration, and release management processes within the ITIL framework
- Recommends and administers corrective actions as appropriate
Operations & Service Manager Job Description
- Allocates the appropriate resources to achieve repair schedules, ensuring field replaceable units (FRU’s) are available to meet daily customer demand throughout the product lifecycle
- Plans, creates and administers procedures and annual operating plans managing responsible expenses
- Manages a team of skilled technicians and assemblers performing test and repair of complex printed circuit board assemblies, sub-assemblies and manufactured equipment
- Responsible for interacting with Field Service on a global basis to address and resolve issues, along with process improvements that streamline field repair activities and costs
- Responsible to ensure Ultrasound achieves best-in-class CQ, IMV and NPS scores, as they relate to parts and planning support for the Field
- Collaborates with contracts team to satisfy resourcing requirements
- Provides input into strategic plans for the continued expansion of services and capabilities within the area of responsibility
- Investigates competitor activities and conducts relevant market research that enables market competitiveness
- Works closely with Product Line Managers to plan and provide training for new products
- Develop key measurement indicators as defined and agreed to by management
- Proactively monitor the utilisation of resources
- Must be have a good overall presentation, for example, this person is usually the first person the client interacts with at the firm
- Must be motivated, intelligent, and passionate about the firms philosophy
- Expert at building relationships, ability to engage in a positive, upbeat manner
- Actively stays abreast of changes in the labor market, talent pools, compensation, titles, skills, competitors
- 1-2 years of grocery or retail experience preferred
Operations & Service Manager Job Description
- Act as point of contact for the field when the Deal teams identify security clearance requirements for new or existing deals
- Coordinates sales forecasting, monthly operating review planning and budget process used within the organization
- Implements technologies, including CRM, to the field teams
- Provides input to senior leadership regarding the development and administration of sales and service delivery incentive plans
- Provide after-hours support for operational emergencies (when required)
- You provide excellent support in building and improving service propositions, service intake documentation, vendor set-up, operating models for web hosting and domain management
- You help to standardize the process for requests
- Undertake Service Reviews and ensure that resulting actions are addressed in a timely manner and tracked within a Service Improvement Plan as required
- Manage the maintenance, changes and financial administration of existing platforms including updates and the (technical) release calendars
- Create a framework for Service Level Agreements (SLA’s) reporting by international vendors and manage reporting to stakeholders related to the support and maintenance
- Optimise use of Service Introduction resources (permanent and flex) across programmes and projects
- 3+ year related Property and Casualty Insurance experience
- Previous supervisory responsibility strongly preferred
- Proficiency using MS Office products and Insurance Rating systems
- At least 5 - 7 years relevant service and/or operations experience, including a strong working knowledge of regulatory environment
- Ability to work effectively with internal and external partners at all levels
Operations & Service Manager Job Description
- Will require to work shifts (include weekends and public holiday)
- Support APC Environment
- Supporting over 250 + Airports worldwide for CUTE/CUSS/Self Services
- Support is based on Windows environment (Win2K3, Win2K8, SQL, VM Ware)
- Support Fastcheck and Webcheck product
- Approximately 15 million check-in per year
- Mixed production environment consisting of 70+ Servers (Windows and Linux)
- Will be responsible for leading other Service Managers in the branch
- Feature handover to Release Train Engineer and teams
- Guards and ensures the Agile end-to-end process is followed and necessary process outcomes are not skipped
- Ability to work in a face-pace environment with regulatory deadlines
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Self-motivation and able to take responsibility
- Manage the Multivendor SOC operations under a Master Service Agreement whereas Nokia operates the NW
- Interface with Customer’s Operations Director and MVNx Operations Directors in all SOC-related issues
- Champion of the Customer experience for the North American ATM channel